Sazkin: Get the box replaced. Around here, you can take them to any office and just ask for a replacement. If they hesitate, tell them it doesn't record... That *should* be a good enough reason.
Dog6869: Not sure what a TW guy coming to your house will accomplish. I assure you without a doubt, he will NOT do a software update. The guy from SA was talking out of both sides of his mouth too... On a hardware level, sure, everything's enabled. The boxes require software though and it's here, including SA's own version of software (SARA) where it's often not enabled (yet). Most TW areas use Pioneer's "Passport Echo" software. You should see this when you reboot the box.