First of all you are best checking on the 'Service Status' option on your online Virgin Media account. This will list any known issues affecting your area. Just in case there is something mentioned that relates to your issue.
If there are no known issues you would need to contact Virgin Media again - it may require an engineer visit or could be something they resolve remotely. You may wish to give Virgin Media a call or chat with someone on Live Chat to get this arranged. Virgin Media staff do respond to messages in this public forum but often take a week or so to reply, so this wouldn't be the quickest way to get a resolution.
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