I assume you only have the one box so can't swap with another. Sounds like a faulty box if its freezing with an orange light, I think it would get further than that if it wasn't and give you an error message if you had no coax connection or internet. You will need to check both these connections as I am sure you will be asked to so they can try and check the box from their end, if its stuck on boot up then they won't be able to see it.
You can either phone 150 and speak to someone or wait for the forum team to pick this up.
Thanks for posting and welcome to the community. My apologies for the TV box issue and I do want to help you get this resolved. Just going through a fault diagnosis as hopefully we can fix remotely, do you have an error message on your screen at all currently?
If not, are there are any lights showing on the box, if so, what colour please?