Welcome to the Virgin Media Community, I'm really sorry to learn about the problems you've been experiencing with your On Demand service lately.
I've been able to locate your account to take a closer look at this and I can see you've taken the time to give the team a call. I can also see that action was made to your set top box as a result of this, so I hope it's working as it should at the moment?
If not, let me know here and we'll continue to look into this for you. Sorry again for the inconvenience this has caused.