"Your account login has failed"

We moved in two months ago and got the new android tv box. Since day 1 it has not worked. When we try to log in it just says 'your account login has failed'. Tech support has been 'troubleshooting' and could not fix it despite reprovisioning the account services, removing and re-adding the account and the service, factory resetting the box, AND replacing the box. We have also tried logging in through apps and the phone etc. to no avail.

Back office could not fix it. Back office has now sent it to 'Opus', one of the other providers, for further investigation. Their response time is supposed to be 48h or less but they (Opus) are taking multiple days to respond.

The most recent was that there was a duplicate tickets and so NEITHER of them got worked on because the back office had requested a frontline agent to combine the two tickets... and nobody did. I called in to ask why the long delay (10 days or so) and the agent found this in the notes - if I hadn't called in nobody would ever have combined the tickets I suppose.

Has anyone else had this problem, and does anyone know how to fix it? It's getting a bit ridiculous.