Sounds like you have a faulty box if you can't get past the welcome screen.
You need to call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone, choose the option to report a fault, then ignore all the other options offered and you should then be placed into a queue to speak to someone.
Another option is to wait for one of the forum team to pick this up which might be 2 to 3 day's.
