Hi @Tottnes
From your description I suspect you are (factory) reseting your box, You should not have to repeatedly to do this. If you still have the problem after the factory reset then really (assuming you have informed them ) the support team should look for further stages of resolution or investigation.
Normally simply restarting/rebooting your box might cure a problem and certainly would be tried before escalating to a (factory) reset.
Retuning normally applies to rescanning for aerial delivered channels that would appear in your Tv guide and not the apps.
