Thanks for your post and welcome to our community.
Really sorry that you're having some issues with your TV box and for the delay in getting back in touch.
Can I ask if you've been able to resolve this since your post? If not please let us know as a replacement might be needed.
In the meantime I have checked your account and I can see that you're impacted by an SNR issue (sound to noise ratio), this has the reference F008497024 and is due to be fixed by the 22nd October 09:00AM. During this time you might notice you have intermittent service.
If you're still having issues with the services after this time do let us know and we can help further with that.