Hello Chilli_myk, welcome to our Community Forum and thanks for posting. I'm unsure whether you're still having problems but can you tell us more about the issue? Was it working okay and then the issue started? If you have more than one box, are they okay? Can you try and describe what your're seeing on the TV and tell us whether you hear any noises coming from the box? Sorry for the questions, I just want to get a clearer idea of it so we can help.
Looks like it;s going through the welcome/installation process.
I have located your account and have taken a closer look at your box from here; it's advising it is currently switched off or offline which would coincide with what you have advised the issue is at home.
After going through a few other checks, we can get a new box out to you if you are happy with self-installing it at home? We’ll deliver everything you need and our simple step-by-step instructions will help you set it all up.
You will need to activate your new set top box within 14 days and instructions regarding what you need to do with your old box will be included in the QuickStart pack (a pre-paid label will be provided to make it as easy as possible.
The self-install will require some light bending and some unplugging and plugging back in different cables.
If you are comfortable with this, pop back and let us know and we can assist you further and get that arranged for you 🙂
The V6 box needs to be connected to a router configured for DHCP connections. It will fail if the router is configured for fixed IP addresses. Without a network connection the setup will fail, and the V6 box will not be able to update the guide. I had this problem with the V6 box and guessed correctly that this would be the solution, given there was no way to configure the V6 box network settings.