Hi you normally have to phone so they can go through the motions on it checking this and that and asking you questions, then when they realise that nothing can be done they will then arrange an appointment with a engineer. Regards Micky
Thanks for posting and sorry to hear about the box not working. I'm managed to find your details using the information we have on here and can see that an engineer has already visited since you last posted. Do monitor it and let us know if you experience any further issues with it.