Help needed with TV

Hi 

I purchased a package from guy in UK hes changed the portal when I go into settings it just says wrong format wont save it the chap said not his problem he doesnt know my mag box ! It's the right portal code can someone help me I'm not technically minded second time hes changed this ! I have a few free channels with albox online but I paid for this package and I cant sort it and all he says cant help me and wont give me my money back can someone help me please 4 days trying to fix this 

Thanks Debra