Chris

That's flaming outrageous - the installer needs re-training at the very least if he doesn't understand that V+ and TiVo are completely different products.

I would not assume you're going to get a call back. They are famously poor at keeping that sort of promise. Phone up again and do as pabs suggests - threatening to leave is unfortunately the best way of getting a UK agent who is actually empowered to deal with the problem.