If you're not eligible for the free STB swap, then the immediate routes you can get assistance are: * Ring 150 from a VM phone or 0345 454 1111 from any phone -> option 1 -> confirm your details -> when in the menu choose option 2 (faults) -> report a fault -> if it wants to run a automated check, let it. After it, you'll be put through to an agent. Inform them about your failing STB, they'll either get you a replacement (stick depending) or upgrade you to a TiVo for free. * Use the web chat from a desktop or laptop computer between 8AM to 8PM M-Sa: TV -> Loss of my TV service -> Chat online. It may say all agents are busy, if so, reload the page every 3 minutes and check again. Once through to an agent, Inform them of the failing STB you have.
Or if you don't mind waiting, then in up to three days a member of the Forum Team will respond to your topic, the team member will be able to assist you. As they can book in replacement requests etc also.
- - - - - - Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.