Try closing the guide and trying again. If this does not resolve please continue to the next step. 

The old “switch it on and off” routine. Overused but it can often help resolve the issue. Press and hold the  button on your box for 8 seconds, then let go. You’ll be greeted with a friendly ‘Hello’ telling you that your box has restarted.

If the previous steps did not resolve your issue, please contact your box provider.