How long now since you setup the activation for your parents?. If was only a few hours ago then the outage she is experiencing may be as a result of the ISP's in UK blocking IPTV Servers during Premier League Games.
Not all UK residents are affected so that is why you are still able to have access to the server. If it doesnt start working by tomorrow, then contact your IPTV provider.
Who's your subscription with?
I had a dodgy one that would just not connect to any server, any chance yours could be the same ?