Need to change Tivo box

On Monday I unboxed a new box to replace my 88 year old mother's unit. However, this is a 360 and the remote and menu system (on the screen) is too difficult for her to follow.

Phoned tech support (eventually got through), he advised that they were not able to downgrade to a lesser version. He registered a complaint for me for a manager to get back to me, however I have to be contacted, thus our mother has been without a TV for, now, 3 days. This is not good for her mental wellbeing. My feeling is that no-one is concerned.

All we want to do is get her back to a setup that she can understand, ANY ADVICE??

Pretty sure the signal can be changed to suit a V6 box and I know that has the same remote control and menu screens, as that is what I have.

Desperate to get this fixed, as yesterday she was in tears!!!

The complication is that it's not a "signal that needs changing" to suit a V6. TiVo, V6 & TV360 all use the exact same broadcast signals, but it's the box software and associated account setup that's the issue.

When a customer migrates from TiVo-platform (TiVo or V6) to Horizon-platform (TV360), changes are made to the box itself (be it hardware swap or software install), as well as the account-side.

The question here, would be what circumstances led to your mother's TiVo (I presume) being replaced with a TV360. Was this a fault replacement? Or did she respond to any communications/emails advising of "update is available" or somesuch?