I am having the same problem. After a half-hour finding the phone number, then a further half-hour wait in the queue, I got through to support. They told me to uplug/replug four times to prompt a firmware download to the box. He couldn't wait though, as there were so many calls. If it didn't work, he would send an engineer. Couldn't get the download to trigger. So, now I have to phone and wait again in the queue so that he can send an engineer. Pathetic
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