Hi there @amelem
Thanks so much for popping back - I was sorry to understand that you had not received your replacement remote control as yet. I have managed to locate your account from here for you and can see that you did indeed call us and the agent did not the account to advise a new one was ordered but I am sorry to advise that the order was not listed on your account.
I have now done this for you and it'll be popped in the post ASAP and should be with you in a few days. It just comes 2nd class post and will fit through the letterbox
Keep us posted. There should be no reason as to why you can't use the Control App with the TiVo boxes; what happens when you try?
Cheers