So actually I spoke to VM customer services a few days ago after waiting an hour to get through, I got through to someone incredibly clueless,
all she had to do was sent us out a new V6 box but she prattled on and on and said the only way a v6 box can be replaced is to send an engineer out
and he will bring a replacement box with him.
I am pretty **bleep** off because the engineer showed up yesterday (was a 4pm-7pm slot) and although he was helpful he tried a few things such as a factory reset of the V6 but he said whoever I spoke to was completely in the wrong and they should have just sent out the replacement V6 box because the engineers do not carry these with them on the van.
He said he would request a box be sent out to us and I would get an email but I've had no email and if I login to my VM account there is no open orders.
I really do not want to waste another hour on the phone! I would appreciate it if someone could make sure the replacement V6 box is on its way