Now looks like they have blocked my email!Got this reply this morning.....
"The results of the technical diagnosis came in yesterday and we were updated by our engineers. The unit has not logged into our servers since the 12th October and it is of our understanding that you have been using the unit since then. So the engineer have stated the unit would have developed a fault if this is the case, if the reboot has been conducted. We will need to come out and swap the unit out for a new one, so I have arranged a site visit request in order for this to be arranged by our approved contractor in your local area."
So looks like they be replacing it with another that won't work, utterly ridiculous! Has anyone sought legal advice or involved financial ombudsman? We are bound to have a compensation case for loss of access to off peak charging rates because of this. Loss of savings over time will be substantial.