Sorry to hear that the new box is displaying an error code
Have you been able to get this fixed now
I did check a few things and can see we have some work ongoing in the area
Which is due to be reviewed on the 07/10/2020 and is logged on reference number F008233636
This will be affecting your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. I am sorry about this and our engineers are working hard to resolve this for you.