A common complaint, but also come with a common answer..
Once you've chosen the options for "I have a fault with my TV service", the IVR will offer extra options for "press x to go online", "press y to get a link". Ignore them and don't press anything. Just wait.
Sometimes the automated system may run tests and then hang up. If that happens, just redial immediately and refer to the points above.
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Thank you for your post regarding the error you are experiencing when you try to order a replacement remote for your TiVo box.
Have you tried clearing the cache / cookies for your browser?
Unfortunately we are unable to order a replacement remote for you from here. Please can you give our TV Faults department a call on 150 / 0345 454 1111 press 1, then 2 and then 2 again to get through to them.
I tried the web page again with a 3rd web browser. Started by clearing all cookies. It still faulted giving me the same error message, but trying again asked me have the web reference available once I spoke to someone.
The woman I got through to was most helpful and is getting a replacement remote sent out to me.