Router randomly reboots and freezes – likely hardware fault, no support received

Hello,

I’m experiencing ongoing issues with my Virgin Media broadband and haven’t been able to get any support through WhatsApp or online login.

**Issues:**
- The router **randomly reboots itself without warning**, sometimes while I’m actively using the internet.
- It also **occasionally freezes**, requiring a manual restart.
- This happens **irregularly**, not daily, but often enough to cause serious disruption.
- There is **no scheduled reboot set**, and no related setting in the admin interface.

An engineer previously visited and replaced the external cable, confirming an issue with the line. That helped somewhat, but the **rebooting and freezing has continued** — it’s now very clear to me that the **problem lies with the router hardware itself**.

Additionally:
- I cannot log in to my Virgin Media account (on desktop). The message says it's a temporary security pause, but the issue has lasted for weeks despite trying all the recommended steps.
- My repeated attempts to contact WhatsApp support have been ignored.

For a service that costs me **almost £40 per month**, this is becoming unacceptable.

I would like to request:
1. A **replacement router** sent out directly — I am happy to install it myself.  
2. Assistance in regaining access to my online account.  
3. A clear explanation for the continued lack of customer support response.

**Account area reference**: 28  
(More info can be provided privately if required.)

Many thanks in advance for your help.  
Aaron