how are they installing today though? nobody will be at the office to send a hit to the box?
maybe they are pre registered on the system but thats news to me.
Lastly Orange Boy,
Switch the STB off at the mains, hold the arrow facing down on the right hand side of the STB, keep the arrow withheld and then switch the power back on, dont let go of the arrow until boot which may look like 600t appears on the display of the box.
Call into faults tomorrow though 0800 052 2000 even if that gets the STB working it will happen again and the install has failed.