Well this was the answer from the supplier....
"Firstly I am sorry that you've experienced a problem.
the issue you are experiencing sounds like the firmware has crashed in the box - this is very common because there are many bogus versions of the firmware available online and it is the firmware that is clone and has caused the box to crash.
We sell the boxes with all FTA channels and latest firmware supplied. the problems arise when the boxes are upgraded or configured for other services such as to view paid channels.
Are you familiar with the process of re-flashing the box with a RS232 cable? This is the easiest resolution to your issue.
When we receive it, we will test the box for you and reflash it for you or send you a replacement box."
Cant say fairer than that.