Sorry to hear about this Elsie231,
I've located your account and post-refresh, the equipment levels show no cause for concern.
There does, however, appear to be an SNR fault within the area, causing intermittent service under the fault ticket F005314229, with a review set for 01/06/2017.
I definitely recommend Changing your Virgin Media Hub's wireless channel in order to potentially strengthen this type of connection.
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