Top Box does not match account settings

We’ve had cable/internet issues for 3 weeks now. Initially we got a new gateway because the receiver couldn’t update through it because it was too old (about 10 years). Then we called with a question, not because anything wasn’t working, and the guy was horribly condescending. We’ve had internet issues since, and no cable. They sent a new box and we got the Top Box error. We called back and was on the phone for 3 hours. She did everything she could, and finally gave up and sent a new box/receiver. I asked then about the gateway and was told it was fine. We got an email about returning the new gateway, called, and was told to ignore it that it was sent in errot. 

We’ve now received 2 more emails telling us to return the gateway, and the new cable box/receiver is giving us the same Set Top Box error. 

I am so frustrated at this point. Is there anything else we can do, or do I have to call them for the 5th time.