Hathway / Gujarat Telelink [GTPL] — Set top box is not being replaced

It's been about a month that we had found out about the set top box is in need of replacing as it was displaying disturbed screen. We have called them again and again and yet the person seems to not care anymore. He was definitely responsive and responsible before. But it is really not right that the attitude has changed like this. For Simply something that could have been done in like 5 seconds. It doesn't take much. Just coming to the premises unplugging the old set top box and plugging the new one. I cannot fathom why are they doing this to us, we always pay them on time.