Box not working. Upgrading to 360 needed.

Is it the old TiVo box or a V6 box pictures below, old TiVo box being the top one. If the box is faulty and it's the old TiVo box it should be replaced with a V6 box and use the same TiVo software which some people prefer, this box can have the software updated to 360 software which loses a lot of the TiVo patented features, do a search on the forum. If you definitely want to switch to 360 just call 150 from your Virgin phone and select the leaving option or the change of contract option, tell them your box is faulty and you want to "upgrade" to 360.

The answer does depend on what route you want to take.

If you simply want to report the fault with your TV service, then follow the usual routes (call in, or wait here), a tech visit should be the outcome and whatever equipment is deemed faulty should be replaced like-for-like. There are some caveats around TiVo-boxes specifically, that don't apply to V6.

If you do want to convert from TiVo/V6 > TV360, then there should be an option in your myVM online account do so so, otherwise the forum staff should be along in a couple of days and I'm sure can help.