Loss of service and refusal of automatic refund

Hi, I have full service loss for more than the 48 hour period since notifying Virgin and I have today again contacted virgin media via the online chat and requested an automatic refund be applied to my account until the issue is sorted, this was agreed in the chat and I was told I would get a notification via email of this.

I have now received an email stating I raised a complaint and it was solved by giving technical advice. This isn't correct.

I am finding the help very poor from Virgin Media, since raising the issue a few days ago I have been told on multiple occasions the the problem would be resolved in a few hours and that engineers are refusing visits so cannot be booked.

Is there any assistance I can get on this forum from a Virgin Media staff member who can actually setup a request for automatic refund and also help me figure out when my service will be back online, and/ or if I need an engineer visit.