red x and a 3

Call 800-288-2020 for AT&T customer service. You'll be sent replacement equipment at no cost to you. Take the old equipment to UPS or FedEx (in the same shipping box) and they'll do the rest.

Thank you for your response. I believe this a software issue. The stb's are not in the list of equipment for the ban.

@mc0089 

I would Ethernet connect the failing settop box to the gateway and then try factory reset procedure.  

Not sure I understand the comments about devices not being associated to the BAN.  

Thanks for the comment, they are wired to the modem. The stb serial numbers are specific to the circuit. One ban's stb's won't work for another even if they are the same model stb.

If you do have to exchange your equipment, the system is smart enough to provision it to your account number.

I've done it in the past without issue.

Thanks for the comment. You are correct, new stb's arrive written into the account.