The quickest way to report box faults such as this, is to call in. 150 from a VM phone, or 0345 4541111 from any other phone. Forum staff respond on here, but it may take an extra day or so.
VM support upto 3 x V6 plus 1 x TiVo in a single home, so what you're asking is perfectly possible, but under the faults swapout you can only expect to get a like-for-like swap for a TiVo. There's certainly no harm asking as part of the faults process, and taking the "don't ask, don't get" approach!
If not, then you can consider taking the account re-grade approach, and ask for a box-swap as part of taking a new package and bundle deal on a new 18month contract.
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Hi KevinHay, thanks for getting in touch - apologies for the delay getting back to you.
I'm sorry to hear you've had this problem with your TiVo box as well. We can arrange a tech-visit and the box will be replaced as necessary. However as advised above a fault-related box-swap would be like for like.
If you would prefer to upgrade the box to a V6 then re-contracting may be required - you will need to discuss this with the relevant teams on 150/ 0345 454 1111 or via text on 0753 301 6422 as upgrades/package-changes are not something we can help with from here.
If you'd like to go ahead with the tech-visit please get back to me via PM and I'll be able to get that arranged, otherwise please keep us posted with how you get on.