Digital Box and Remote Not Connecting

I’d paused my Optik TV Digital Box yesterday, but when I came home, the box was on (white light). After unpausing the box, my remote wouldn’t connect to it to turn it off. Pressing the button on the front had no effect, nor did unplugging & plugging in the modem. Attempts to unpair and pair the remote also didn’t work. The white LED on the remote just kept flashing.

Adding to this, I booked TWO callbacks that all ended up going straight to voicemail telling ME that I’d missed them when the call clearly did not come through. The inability to be able to fix or get assistance for what seems like a very simple issue is disappointing.