I'm so sorry to learn about this issue, I've been able to locate your account to run some tests on the set top box from our end for you.
We're detecting some errors and I'd like to arrange for a member of the team to take a closer look, if you're available?
I've sent you information regarding this in a private message, which you can view by clicking the envelope on the top right of this page.
Apologies again for the inconvenience caused, we're looking forward to hearing from you.
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