So, for the 3rd time in as many months I have had to phone Virgin Customer Services, this time to speak firstly to the accounts team for a service credit (which was handled without issue and very quickly) and then again to the faults department who once again where ok, however this is the 3rd time my Tivo has had a fault so I asked that the engineer bring a V6 box instead of the old style box so was told by Faults that they couldn't do that as it wasn't in their remit (which I can understand) so after telling me I would need an engineer visit (but not when it would be!) she transferred me to the Customer Services Team, who after another 20 minutes of explaining the situation said that I would have to pay the £49 as this was not an installation charge but an activation charge which she couldn't waive. At this point I asked to speak to a manager so was put on hold for over 25 minutes before being cut off, I then had to head out (having spent over an hour on the phone to you).
You really do know how to annoy a very long standing and loyal customer!
So, having now spent an hour on the phone (again), speaking to a very helpful and understanding guy in the retentions department (commendations to Martin - you are a star), we have now resolved the problem and a replacement box is winging it's way to me.
It does pain me that I have to threaten to leave before things are taken seriously but at least it is resolved :-)