I went through all the usual checks: Checking all the help centre things. The next day (in the light) I checked the cable running down the entry, to the grey box on the front of the house. Icould see that one of thetwo wires was not connected any more, hanging down loose. I was eventually able to reach the team to report the fault by waiting until my son was able to let me use his mobile, after he came home from work. I have since received e-mails from the support team
suggesting that I downloand the Virgin app! As I told the person I spoke too, I have a mobile that makes and takes phone calls, the same with texts and I still have a PAYG sim that does not give me so many minutes per month! The length of the call would have wiped my credit out.