Sounds like your box probably has a fault, which is best reported. What are the problems you're having calling in, what do you mean by "impossible to speak to someone"?
Your options are..
1: Callback - once you've chosen the options for "I have a fault with my TV service", don't press any further buttons and just wait on the line for an agent.
2: Wait on here for staff to respond, it may take a couple of days - this isn't a real-time forum.
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