Spectrum.com review: Audio from DVR was not working. Tech Named OSCAR was Excellent

We were headed out on June 8th for a camping trip when our Spectrum TV service went out. When it came back, I had everything BUT audio. Leaving the next morning, the last thing I wanted was a long call with Spectrum, and I told my wife I'd address it when we returned. We returned on June 23rd. Called and got an online tech who, after various attempts to correct, she scheduled a tech to come to the house. The next day, OSCAR came to the home just after five PM. Oscar checked everything and tried different things. He checked the main street hookup and the home's outside box hookup. He then went back to the truck and brought in a box of some type back in. He hooked my coax line to the box and said, look. Can you hear that? Your audio is fine. Well, I know it was fine on that box, but my DVR had not provided audio, only a picture. I got a great picture and audio when I streamed from Amazon TV Prime, but no recorded programs or live programs coming through the DVR had audio. HOWEVER, after Oscar reflected that we both saw and heard on this small box, he plugged the coax back into my DVR, and all was well. Great picture and sound. We looked at each other, and I asked, what did you go to fix my audio. He smiled and said, I have no idea! We both laughed, and Oscar said something like this happened a year or so ago, same type of issue, but no logic as to why or how it was fixed. I want to thank Oscar for all the time and trouble he went through to ensure everything outside worked, but as I...why the connection to that small box implied everything worked and when he hooked my DVR back up, it did work. Oscar tried everything possible and never gave up until I was confident that everything was working well at that moment! His management needs to shake his hand! Oscar never gave up and was very determined to get my service back up. Thank you Oscar!