Call VM (150 from a VM phone or 0345 454 1111) and report the fault and they should be able to send you a new one. Alternatively you can wait for a staff response here but it is likely to take over a week.
Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out so my answers may be wrong If my answer solves your problem please mark it as helpful as it may help others My setup: Vivid 200 Optical fibre with Superhub 2 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.