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TiVo box has stopped working

So, my TiVo box was working in the morning and then when I went to switch it on in the afternoon, nothing. Tried unplugging, turning it off, taking out the card and reinserting it to no joy. 

Tried calling, was asked for either my full Virgin phone number or account number and area code. Tried putting in both and each time, the message was that the numbers were not recognised.

I can't seem to contact them as their chat line is not working either. Any help with this would be much appreciated!

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