Thanks for your reply. Sorry for posting twice, originally I thought it was a tivo but it is actually a v6 box. Is there anything that can be done online as I've spent just short of 1hr on hold tonight before I tried this method.
Quick update, no joy with reboots etc so tried swapping the 2 boxes over and it still failed in the other room whilst the good one failed in its place.
Spoke to 2 different CS people at VM who both advised that it could be sorted at their end. Eventually on Wednesday I got through to somebody who listened to me and I was sent out a replacement box that arrived the following day which is now up & running.