Dinney wrote: It's a normal tivo box but we got it for free through virgin for being loyal customers
When you received the box was it set up by an engineer or was it a self-install? If the latter, have you activated it using the instructions which should have come with it?
Either way I suspect that a call to VM will be required. Either follow the instructions you have or call 150 free if you have a VM landline or mobile, or 0345 454 1111 from any other phone (chargeable).
Nice to be able to post again, after their mistake (removed by the Censorship team). ¡No Pasarán!
Welcome to the Community, I'm very sorry to learn about the problems you're experiencing with your TV service.
I've not been able to accurately locate your account to take a closer look at this from our end for you unfortunately. So I can do that, could you respond to the private message I've sent with the requested information? You can view the message by clicking the envelope on the top right of this page.
They sent out an engineer but it was my fault as it says you need to ring up and activate it somewhere on the box it came in. Just ring up the customer service and you should be put through to the right department eventually.