Hello Userjtech,

Are you using a Mac? (guessing from you using Safari as a browser you do) we've been advised the freeze on the screen may relate to blocks by Apple to the IP, can we ask you to try the following steps, reset your router or use mobile data on your phone app or browser If that then does not work can we ask you to contact Apple for an NVRAM reset on your Mac?

Or you can call our sales team on 0808 168 9533 and they will help with the set up of the account.

Thanks!