So I just ended the call with tech support and Nicholas guided me through the HDCP reset. Pascal, you were right and here’s what was instructed so it may help others.
-Shut cable box and TV off
-Unplug cable box from wall outlet
-Disconnect HDMI cable from TV, then unplug TV from wall outlet.
Plug back cable box, connect HDMI, plug back TV. DO NOT SWITCH THEM ON YET.
-Switch on the cable box and wait until it has booted and the time is displayed.
-Switch on the TV and , if a smart tv, let it discover the box.
Image and sound should be restored.