The cost can depend on your account and bundle
It may be that you have a fault with your TiVo, and VM agree it needs replacing, that you could "ask nicely" for a TiVo and the faults agent may agree to this.
Alternatively, you can go down the route of renegotiating your TV package and try to get a box-swap as part of that.
In any case, calling in is the way to go. Remember you must also have VM broadband to have a V6
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