it must be me

Two days in a row with weird people experiences...

Today was Time Warner Cable technical support.  Our cable running through the DVR has been weird the past week.  On some channels the picture is kinda "pixelated".  There are whole lines/squares/rectangles of random colors and the sound goes like the computer is buffering.  It only happens on some channels and some are perfectly fine.  I called last week and they rebooted the DVR.  That didn't work so I called back today.  Steve from India listened to my explanation, but I couldn't tell if he understood me or not as he made no affirming sounds whatsoever.  He rebooted my DVR and had me check all the cables.  Because I can't stand the silence I start giving him updates as the thing reboots, "There are 3 squares.  Now 4."  etc.  I get the feeling he's not real chatty (my big hint was that he wasn't talking back to me) so I stopped giving updates.  Just as the thing is done, he asks, "What is on the TV now?"  I tell him it just finished and the TV picture is black.  I then realize the DVR has powered off, so I ask, "Should I turn the DVR power on?" 
No reply
So I ask again.  "Yes."  he says, rather sharply.
I do and then go on to explain that channel 3 is still showing that "pixelated" picture. 
No reply
I change the channel and tell him that channel 4 is working, but channel 5 is bad.
No reply
I continue the reporting of the different channels.
No reply
I ask if there is something else I can try.
No reply
"Do I need to get a new DVR?"
No reply
"Hello?  Can you hear me?"
"Yes, I can hear you."
"Well I just was wondering because I asked a question."
No reply
"Should I return this DVR?"
"Yes, you need to go to your nearest Time Warner Cable office and take your DVR."
"And they'll give me a new one?"
No reply
"When do they open in the morning?"
No reply
"Hello?"
Nothing.

Very helpful, Time Warner Cable.