new (3rd) tv box install - issues with sky and TNT (at least)

hi 

recently (2 weeks) had 3rd box installed and install engineers were very good. I am not sure if sky sports and TNT were working when they left because I didn't specifically check but the TV connected to the new box was ok as it was on a channel and working.

A few days later I wanted to watch sky and had message -'setting up TV channnels 100:70' or similar.

Other 2 original boxes are working fine.

I called 150 as instructed on the message and went through a number of checks but eventually told I will get a call back (fault ref 36070045) - I left it 3 or 4 days with no call back and problem still existing.

I called 150 again and gave ref which did  not seem to help as basically went through whole exercise again per 1st call which is ridiculous - even had to provide serial number of box again - so what is the point of the original ref number??

Anyway - again couldn't help so escalated (again) with new ref 36085976) and expecting a call back in 24 hours but not confident given previous experience so far.

It seems obvious to me that the new box simply need enabling for my package but agent did not seem to understand what I meant !

Any advice on how to communicate this to the right people and get it sorted asap - its been nearly 2 weeks since install and I would have thought 1st line (150) could fix this easily in minutes but they don't seem to have any idea, even though its a virginmedia fault message.

thanks