4k TV box setup services unavailable

[ruth_sk_tv]

I just received a 4k Netgem box when I renewed my contract. When I connect it up and follow the onscreen setup instructions, I get as far as the wifi connecting correctly. The box them says that it is 'Connecting to Services' and continues to say that for some time. Eventually it stops and says 'Services are unavailable. Please try again later or contact support.' I have tried multiple times. 
The broadband is working and the box shows graphic ticks ✔️ for both WIFI and internet, the TV aerial and cable work fine when plugged into the TV, I have also tried with an ethernet connection and the same thing happens. 
I spent over an hour today in a chat session with TalkTalk support. They had no idea and kept asking me to check the cables over and over, asking about bits of the setup that I hadn't even got to yet and randomly asking unrelated questions that had no relevance to what I was looking for help with. They did not even seem to recognise the message I am seeing, despite me sending them a screenshot of it and could not tell me what 'Services' the box is trying to connect to at that point in the setup. 
Has anyone else experienced this error message and found a solution? As I have just changed my package on contract renewal, I wondered if there was something else that may need to be setup on the TalkTalk side before the new box will work. I have moved to Fibre65, I can't remember what the old package was called. 
Any help gratefully received, I have 12 days left to cancel the contract and look elsewhere and I can't spend hours on unsuccessful support calls. 

[Karl-TalkTalk]

Hi

On the left side of the TV box, when looking at the unit from the front, there is a button. It will look like a panel, so is not obvious, but if you press it, you will feel it move. This is the on / off button.

With the device on, press this button 5 times and this should initiate a reset.

Set the box back up and connect it to wifi etc and see if it will finish the setup.

Usually when it says connecting to services, it is checking for any software updates.

Thanks

Karl.

[ruth_sk_tv]

Hi,
No I have not reset the box as it has never completed the initial setup. How do I reset it? 

Also , what is it actually doing when it says it is 'connecting to services'?  That might give me a clue as to what is stopping it working. 

Thanks. 

[Karl-TalkTalk]

Hi

The netgem box is independent, meaning that there is nothing to be set up at the TalkTalk end.

Are you still having this issue.  Have you tried to reset the box?

Thanks  

Karl.