Had a tivo box installed early this year and the remote is faulty ,tried 3/4 new sets of batteries but it is the remote as most of the buttons don't respond
You need the TV Faults option when dialling 150 from your Virgin landline, or 0345 454 1111, but best to call at 8am to avoid call queues
You could try the text messaging service.
Just send a text with a description of new remote 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.
You've posted in the TIVO forum however, if you have a V6 box then for now you could download the TV Control app and use that until you receive a replacement remote