Fault issue f011815576 : is this a property specific issue or an area specific issue

I lost virgin broadband service at approximately 2:45 p.m. yesterday. Status report shows that problem target for fixing is 10:00 a.m. today. I wish to know if this is a property specific issue or a area specific issue. Am unable to get past voice automated menu on Virgin media customer service. 

I look forward to hearing from you.