If it is still not working nearly 2 hours after you have posted this issue you'll have to call the fault in or wait for a member of the Forum Team to pick it up and try to diagnose it remotely.
The box could have failed. It can now be replaced by VM sending you a new one as a self-install (in some areas I think). Otherwise it is tech visit.
Hope you have a Freeview service as back-up? Certainly for your wife's sake.
Welcome to the Forums.
Superuser 2016/17 Use Kudos to say thanks Mark answer as "helpful" only when the problem is solved Please don't send me private messages unless I ask you to. I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.