Hi RogSpro,
Unfortunately the quickest way to report a broken TIVO is by telephone. The best time to call is 8am when lines first open as it's least busy then.
The online chat isn't instant and usually takes up to 48 hours.
The Complaints procedure is the slowest method as it takes up to 28 days to receive a reply. Complaints Code of Practice
Have you tried signing into Service status at the top of this page and run a test against the TV box? By doing this VM should be able to send a signal to your box and try to repair it. If that doesn't work then you need to contact the Faults team.
You may find it beneficial to bypass the Faults Team and instead contact Retentions (thinking of leaving us) they should be able to send out a replacement box, and depending on your contract situation you can negotiate a new contract with them, along with the possibility of swapping your TIVO for the newer V6 box which is far better. Note however the V6 requires a VM broadband connection.
Dave
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali