and then there should be an option to report the issue.
The last option is to wait a few days for VM staff to get to this thread and they should be able to help.
Disclaimer - I don't work for Virgin Media. I'm just another VM user trying to help out. My setup: V6 TV box, Vivid 200 Optical fibre with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.
As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.