Primarily you need to call in about it, make sure to give your TiVo a quick reboot before doing so. Now ring 150 -> Option 1 -> Confirm your details -> Option 2 (Faults) -> Report a T.V. fault. If you rebooted the TiVo, there will be no automated test message to ignore/have to call back because of. Now wait and once through to an agent ask for a replacement.
Alternatively, between M-Sa 8AM to 8PM use the Webchat from a laptop or desktop: TV -> Help with my remote control -> Chat online. All agents busy? reload the page every 3 minutes repeatedly, until it says there is an agent available.
Edit: Typo fix.
______ Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.
thank you, i have tried the web chat many times.. I got through once and put my details in - name, email, fault, no one has go back. tried many times since ...all our agents are busy, even this morning before 9am. looks like i will have to go through the dreaded phone route when i get time.