Check your websafe matei run it through xtream plugin which is updated,
If he's connected via xtreme, i doubt hes been given an m3uIt's a process of elimination. First thing I'd do is run the m3u url for for your line through VLC player and see what result that gives (although your supplier probably just assigns the line to your MAC). Next check that the internet connection for the box is ok. And so on....