A box that won't start up is faulty and needs reporting to VM.
Once you've called 150 (or the 0345 equivalent) and chosen the options for "I have a fault with my TV service", the IVR will try to bait you away from queuing by numerous inducements - get a text to go online, use self-service etc etc. Ignore the lot, don't press a thing and wait for a faults agent to answer.
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