V360 So called "Upgrade" - help please!

We recently had the V360 software upgrade to our old TiVo box. Since then, we haven't been able to record anything and we can't "rewind" anything as we used to be able to. We've had various error codes but can't seem to get it to work properly. We've tried rebooting it several times to no avail. We were told some time ago that we were due for a new TiVo box, so we were expecting to be sent a new V360 box instead. Our ancient box just can't cope with the upgrade, as well as the fact that we've lost all our old recordings, favourites, etc. Can an engineer come out or can we have a new box sent to us please??