I called Customer Service and got an automated response that "diagnosed" my problem with only a couple of questions -- "you probably need a new remote" -- and then all they can do is ship a remote and charge me $14.99 for it. The problem with this solution is, my remote is working fine and I know this because whenever I use it with the television set -- to turn it on/off, adjust volume, enter channel numbers, mute, etc. the TV responds exactly as it should without delay. It's only the Set Top Box that lags behind and often fails to respond at all. It's extremely annoying and makes the television no fun to watch. This is what I'm paying for?!?
Do you have more than 1 STB?
If so, does it happen on all?
Have you power reset, box(es) as well as router?