Sorry to hear about your TV Box not behaving as expected. I've found your details using the information we have on here and I'm unable to see the TV Box's details as it's currently offline. Can you try and turn the faulty TV Box on for me so I can check?
Also, if you have more than one TV Box, do they have the same issue as well? Can you confirm for me whether you're the issue happens on live channels or are they On Demand channels for example?