Hi Kay2156,
It sounds like you have one of the old Tivo boxes which have been decommissioned. There have been numerous announcements on the box advising a free replacement is available from around 9th December 2019 . The older boxes stopped being supported from 1st July and only basic channels will remain.
There was a message saying, "Don't worry, you are entitled to a free upgrade to our latest box, the V6. Just visit virginmedia.com/offers/V6swap or call us on 0345 454 1111 to book your upgrade." However the online swap is no longer available.
To be totally honest you will probably be out of contract and would be better negotiating a new contract and a box swap at the same time. You can do that by either speaking to regrades or retentions (thinking of leaving us) The Retentions team have the better offers.
Ideally you should call 150 from your Virgin landline, or 0345 454 1111, options 4 (Thinking of leaving us) but best to call at 8am to avoid call queues
You could also try the text messaging service. Just send a text with a description of regrade (or cancellations) 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.
Dave
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali