Issues with vision box and not being able to get "...

Hi all, i've upgraded my package to essentials extra, and that gone through ok, but my Vision + box is still using WinCE firmware and not the firmware required to watch fox ect, when ever I try doing a master reset (OK + Down) it forrages off for new firmware, dose what it needs to do, then reboots, just to give me WinCE still... i've been through the mill contacting customer services from order management - extra channels team - tech services and they are all passing the buck... end result 3 days of trying to get this resolved, I am still none the wiser!? arghh!
it's a Pace DIT7431/05_3 showing as having
TV client v: 2.1.2295.2110 (release)
Platform OS/Version WinCE/5.0.1400
Bootstrap: 2.8025
STB/CPU PACE Pace_DiT7431_05_3 / 405
if anyone can shine a light i'd really appreciate it
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