Can't clear XRE 03121

I was forced to upgrade to the Contour 2 box as our old boxes were outdated. I also made some changes to our plan. We only kept HBO and got rid of the other Movie channels.  Internet and phone were to stay the same. I have spent over 4 hours with different reps via tech support to clear it with no Luck. I now have to have a technician come out. How is it the channels were working then I switch out boxes and now nothing works. Is this a technical issue or an account issue?