Tata Sky — Stuck on stand by

Set top box stuck on stand by mode can not start. Called customer care they say replacement of aet top is required and it will be chargeable. Why its chargeable like new although it's their set top box fault.
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Hi! This isn't the experience we aim for. Kindly share your Registered Mobile Number/Sub ID and we’ll solve this at the earliest.
Hi! That's not how it should have been. Let us have this checked. Please confirm us your Registered Mobile Number or subscriber ID and let us do the rest.

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