The account is registered in my elderly mum's name, but it was registered by my brothers email account (who unfortunately has passed away a couple of years ago). Therefore I cannot cannot report the fault via Virgin website. My mum has no picture on her tv, but can access internet (for Youtube etc). The Virgin box sycn's and says after a brief picture,'no signal'. I really need Virgin support to rectify this issue. I live over 400 miles away and cannot sort it out. This has been like this for well over a week. TV is her only company (during lock down), and she suffer's with dementia.