Sorry to see you are having major problems with your set top box. You need to contact the Faults team on 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faults) butbest to call at 8am to avoid call queues
When calling Faults you will go through a series of the automated tests which probably won't pick up the problem. Try calling back around 10 minutes later and an agent should pick the phone up.
You could also try the text messaging service. Just send a text with a description of TV Faults to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible.It may take a few days.
Forum Staff may pick this up for you but it will probbaly take from a few days to a week, so perseverance on the phone is your best bet.
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
Welcome to the community and thank you for your post. Apologies for the delay in response here and on the phone, we are very busy at the moment and doing all we can to get to each customer ASAP. Thanks for your patience.
Have you since been able to get a replacement box sorted via the messaging App?