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Youview box issue with factory reset

Hi, can anyone help. Yesterday bos said software update which we did, after that no channel listing was showing only said 'no information', couldn't then get guide off the screen. Eventually went back to TV picture but was stuck on ITV, dId a reboot 3 tiines but still stuck on ITV and unable to do anything.  Eventually managed to get into settings and chose to factory reset, however its now stuck again and just shows youview and loading, been like this for around 2hrs now!! HELP PLEASE - alll info online shows help telephone number should be open but tued to ring them and they're not 

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