thomson dti6300 does not d/load topuptv ?

set will not record top up tv channels .have spoken to adviser and did the engineer set up (purge vod schedule) set to pass. this was done 4 days ago,still no top up ! i must mention that i have been having some problems and was advised to format the hd, loosing all recorded programs and top up content and start again but no joy ,can anyone advise me !