Once you've chosen the options on 150 for "I have a fault with my TV service", don't press anything else. Ignore the options for a link, a message, go self-serve etc etc - just wait on the line without pressing anything.
That should eventually put you into the call queue for an agent, which is what you need here. They should arrange the tech visit you need, and that tech should replace the box for you.
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Sorry for the confusion caused regarding your appointment @wchuk74. This is not the level of service we expect we expect from the team. I can however see you have recently been in contact with the team about this issue. Did they give clarity on your appointment date? Do you need any further help?