Need support for my blind father

My father who has been with Virgin for many years has unfortunately been certified blind in the past year. He is clearly very interested in setting up 360 for the accessibility features because he is struggling badly with changing channels on his two V6 boxes. We ordered the 360 remotes months ago, but there is is a technical issue that is preventing the upgrade from taking place.

We are really struggling to get legitimate support from Virgin over the phone for this. I have raised the issue before, had it escalated to second line and then never got a call back. 

We have recently tried again. On this occasion I spoke to a very helpful and compassionate first line operator who again escalated to second line. However, the second line agent who called me a day or so later was unfortunately more interested in closing my ticket than in actually providing any help or assistance worthy of the name.

The problem is that I do not live with my father so would need to arrange a specific time to be at his house to talk through a solution with Virgin support. Arranging such a scenario is apparently beyond the capability of Virgin. I was told they can't do that, that he would close the ticket and I was to phone back again. Not sure how he expects the outcome to be any different if I do.

Is there anyone here who can suggest how I can progress this with Virgin?  

 In the meantime my father is paying top dollar for one of the most expensive packages, on which he can barely change the channel.