Welcome to our Community and thanks so much for your first post - nice to hear that you have upgraded your TV services and have received a new box.
Unfortunately you won't be able to use the old box unless you have subscribed to have 2 boxes as part of your package. When you upgrade, your old box is replaced on your account by the new box and the old box is turned off.
If you wish to amend your package to include both boxes, you can call us on 150/03454541111 or pop us a text on 07533051809 and our Customer Care team will be more than happy to check your account and see what packages/bundles are available that best suit you and your budget.
I am sorry you've not had the help you need to upgrade your account; we're replying to all texts within around 24 hours if not sooner. Sorry we can't assist you any further via our Forums for your issue