First thing to check is the VM website to see if it's a network fault which of course you can't do if your wifi is also down. Phone 150 free from a virgin phone or 0345-454-1111. If there's no network fault I'm guessing you'll need an engineer
Firstly I'd like to welcome you to the forums and say that I'm really sorry to hear that you're experiencing a few issues with your TV and broadband services at the moment.
I've checked your connection and can see that we are currently aware of a local issue with the reference F004391680. Our network technicians are currently working on getting things back up and running, and we have an estimated fix time of 4pm today.
hi suzie 12345 if the box is stuck on starting up then my best option is reboot then wait till its back to main homepage or if not then its a fault in area or the box is down try 150 what parrot said then they can do the rest to get it fully working thanks jonni