Since your contract has already been renewed (from the unifi upgrade), u can tell them your STB is not working already then they'll send a replacement.

Been there done that

This one depends on the technician themselves, mine didn't
I suppose you can tell them the box got stuck at "INIT" screen - common issue

OR


This post has been edited by evilhomura89: Jan 21 2018, 01:55 PM

Oh ya, since I've upgraded from 10Mbps to 30Mbps, I've also told the technicians about the old router that came with the package earlier is unable to fully utilize the 30Mbps speed (even though I'm already using my own Asus router)
Since they brought along extra routers, they exchange my old L7 router with the new TP Link Archer AC1200 (to be kept as backup)