First off, do you have a TiVo or a V6? It's not clear from parts of your post which you have, and whilst they run the same TiVo-software, they have very different connectivity advice.
If you're not sure, please check here - also, when you say "All-4", do you mean the C4-branded streaming app (not available on TiVo) or do you mean normal C4-OnDemand programmes that are just branded as "All-4"?
I have just renewed my contract and the guy from customer retentions (I had given notice and was changing to sky) said he would look into upgrading my equipment when I mentioned the problems but I haven't heard anything for several weeks
Watching live TV is not affected and the internet is fine
Depending on the confirmation of which TV box you have, there's many answers here too.
1: "Look into upgrading" - easy to say, but why didn't he just do it there & then? Sounds like a very woolly bit of sales-talk to me when an equipment change could easily just be done.
2: If you have a TiVo, then a swap to a V6 is an obvious upgrade and covered by my point 1 above, assuming you have VM broadband. If you have a V6 already, then the only change - and calling it an upgrade would be the subject of some debate - would be to a 360. But this is just a software change on the same box, and is a complete red herring if there's a fault somewhere. Which your symptoms all point towards.
3; You've mentioned live TV being ok, but also quoted W02, which is usually a loss-of-live-TV error code.
Confirm which box you have (use my link above), and some firmer advice can follow.
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