Hi Eclair1 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear you're having the same issue 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel