I also have this problem and found this forum helpful. I reported to Virgin as a fault on Wednesday and told ticket raised. Heard nothing so rang Friday to be told the SLA is 5 business days to fix. Not the 48hrs others have been told. It is concerning that it depends who answers your call whether it gets fixed or a ticket issued to support to look at. If several people affected then surely it should escalate as a priority.
I'm afraid that we are still looking into what has caused this issue, so I wouldn't be able to give an answer to that question at the moment, I am sorry about this.