360 upgrade not working

I recieved the replacement 2 remotes, along with a stream box/puck.

But, no amount of contacting virginmedia on webchat, two times, has got my upgrade sorted

Was told "give it 2 hours", then 3 hours later, "give it 30 mins", etc. Nothing, apart from deletion of recordings, no on demand access, and a notification of a problem on the account.

The puck/stream box cannot find any details of my account.

I did a v6 reset, restarted router, and had to re-connect to router.

I dont want this upgrade now, if today is anything to go by