Hi Limahut,
If you explain what the problem is with the set top box and error messages we may be able to help.
Otherwise I'm afraid it's either back to the phones or try the text messaging service.
If phoning you need to contact the Faults team on 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faults) but best to call at 8am to avoid call queues
When calling Faults you will get the automated response asking you to press 1 for the link to online support, ignore the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and resolve the problem.
You could also try the text messaging service. Just send a text with a description of TV Faults to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days.
Dave
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali