TV Box Not Connecting to Apps

I turned on my tv and couldn’t connect to the apps. Error message: CS2401 on screen. When viewing the guide, all the channels said ‘no information available’. I tried rebooting the box but nothing changed.

I contacted VM by phone for help and was told to reboot the box which I did - I followed all the instructions he gave me and now I cannot view anything on my tv. The box appears to be stuck in reboot mode (solid orange light). I was told over the phone I’d be sent a new box. I was told this would take 3-5 days so I will be unable to use my TV until the new box arrives. I was also told I’d get an email confirming a new box would be sent - this has not arrived. I’m disappointed that by following the instructions given to me over the phone has made the issue worse - I cannot watch anything on my tv now. Any ideas how long this new box will take? How do I confirm I’m actually being sent a new tv box? If I cannot watch my tv, will I be compensated? Thanks for any advice.