Our box had "a portal loading failed" freeze today. Earlier this week we were getting messages of problems (clicking OK got the TV back) but this one a big freeze. Did the usual thing of pulling power for a while and re plug. Did no good.
Phoned Shaw (from Courtenay) and got a recorded message that many new menu boxes had problems, said they were working on it but do not unplug.
I did try an unplug and replug after a min. every hour or so.
After 5 hours I phoned again and the message was not at the top of the tree but down in Support/TV. This time it did suggest unplug/replug which worked.
Shaw should have a place for users to get correct advice about problems. Both phone and internet.
Do like the box but I can understand the frustration that many have reported here
Richard Hallett aka Ratch