I experienced similar problem and was without phone for a whole week. Engineer never turned for 3 allocated slots. , Finally fixed today after engineer work on it for a couple of hours to trace fault. Ask for a free phone divert to a mobile - apparently they do this but I was kept in the dark about it. Make sure it is free as they charge for non working service and they might charge for it. Keep on chasing them and only way I got resolution was from Virgin Forum.