Can you confirm that you have followed all of the pinhole reset instructions exactly as documented HERE?
If you have then I'd suggest calling VM and reporting this issue or you can wait for the forum staff to get to this thread which can take up to 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.