Icon disappeared from screen, box pre Q green light but no sky tv

[Chrissies]

Icon has disappeared from TV screen, green light on pre Q box and no sky on settings. Reboot hasn't worked. Speaking for someone unable to manage. Said there was a message the first time it would not appear then after rebooting no message. Signed in for them but did not work. Person did not note the message and unable to remember it.

[Mark39]

For clarification:

Which on screen icon has disappeared?

Do you have a Sky+ box (that is, not Sky Q or Stream)?
Do you see the usual menu screen from your Sky box?

Any on screen message?

Does the power LED on the front panel of your Sky box turn to green when you bring the box out of standby?

[Chrissies]

Thank you for the reply. I rang 150 to actually speak to someone and informed that  the old box is not insured and replacing them with Q, stream or glass. Broaddband isn't strong enough as had tried to change to Q when it came out. After a long talk with another department I took out a new contract for him to stream and saved £50! The box came a day later and I set it all up with no problems. He is happy now.