This same issue was resolved I installed the first box. So, Broadband, phone and 1st Tivo box work. 2nd box works but, only SD TV channels of the main (BBC, ITV, Ch4 & Ch5) and other non-HD and non-subscription channels. It seems this 2nd box is not activated.
The message simply says this department is closed due to covid. I had the same issue with installing the first box and it turned out the account was assigned incorrectly. Since that was only resolved by me supplying the box's serial number, I know this can't be resolved without Virgin's help.
Hi Becbags, thanks for getting in touch - sorry for the delayed response.
I'm also sorry for any issues activating your new box. When calling the activation number now it seems to be working fine I'm unsure if that's changed since your message - but if you still require further assistance please get back to me via PM and we'll do all we can to help.