Have you tried it without the sound bar so we can elimate that aspect please?
We do always trial our boxes before general release - many of our Staff and Community are part of the trial teams.
We have always asked for our equipment to be returned - the equipment is only ever rented and we will always ask for it back. We have always refurbished and reconditioned equipment where possible; this was happening when we were still Telewest and ntl.
As lockdown is different across the country currently, we are arranging to collect where possible rather than have you return it so this would have been a genuine call.