Thank you again Zac for responding. The phone line has been restored now so I will be contacting Virgin media regarding reporting a fault with the phone as it is quite impossible to report if you have no second phone i.e. a mobile which I can't have as I live in a mobile blackspot! They MUST provide the customer with another means to contact them, either by chat service or email otherwise the service is not fit for purpose.
Your help in getting back to me is much appreciated, thank you.