We now have a separate issue which is that the TV V6 boxes are showing an M63 error code.
It says they you can connect to the UNKNOWN to update status.
We can only get live TV but no pause, record, catchup or apps. The 360 upgrade option was available on the menu screen but was showing an M63 error when I tried to upgrade. When I was speaking to the online support the option disappeared and so did all the apps and catchup.
Seemingly it will take 4 days to fix this - meanwhile we have no functionality at all.