v6 pro channels no go

heat live and backup give me channel guides but no shows. keeps saying no playback available, returning to live tv. but doesn’t return to anything.

i’ve rebooted, factory reset, shut everything down, changed hdmi cables, numerous times. nothing. and the vsee help desk claims they don’t have a record of the sale, the email i used, or the order number. even though i have sent them copies of the order numerous times.

can someone willing to help please help me? thank you in advance. - kevin m.