Welcome to the Community, I'm massively sorry to learn about the problems you're experiencing with your TV service at the moment.
I'd like to take a look at your account to run some tests on the box but I've not been able to locate it unfortunately. So I can take a closer look, could you respond to the private message I've sent with the requested information?
You can view the message by clicking the purple envelope on the top right of this page. Apologies again for the inconvenience caused.