I contacted VM Customer Services, saying I wanted a replacement box. The girl initially said there was a general fault in my area, which I said was ridiculous because the fault never seemed to get fixed and how come it suddenly started working after they sent a reset code through. She sent the reset code and it started allowing access to the VOD Menu. She said when they picked up certain error codes it indicated it was linked to a fault in the area. I didn't have any of the three 10** codes she quoted and when I told her my code was 1021 she was surprised and said did I get a flashing light on my box, which I do very frequently. She then said oh it is probably a faulty box, I will book an engineer to come out. She said the engineer will probably replace my box, which is what I wanted in the first place
Surely they should start off by asking what the error code is. When I told her that the error window said 'On Demand is temporarily unavailable' she didn't ask for any more details, just assuming it was a general fault in the area.