I'm really sorry to learn about the problems you're experiencing with your TV service lately, I've been able to locate your account and run some tests on the set top box from our end for you.
We're seeing some issues with one of the set top boxes, are you experiencing this issue with one or more than one box on your end?
If it's just one, reboot the box after reading this message and give it another go. If it's still the same after that then get in touch and I'll arrange for this to be escalated. Apologies again for the problems you're experiencing.