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.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks