Hope the Ombudsman comes through for you however might delay everything now as I don't think Virgin can touch the account once the ombudsman takes over, however I might be wrong, normally Ombudsman is involved when the ISP gives a deadlock letter.
I manage 8 internet connections, 7 used to be with Virgin but over the years due to issues like yours and then some I've moved a lot of them away where better offering was available, I currently have 3 accounts left with Virgin.
My resolution was having my contract terminated early without penalty because of issues with equipment and customer service issues, so that's another account being disconnected next month.
My other 2 account options are being reviewed by myself to see what best option is.
If I've helped let me know 🙂
10 year's managing 9 Virgin Media accounts, and things never got any better, closed last 4 accounts since January 2021 :L
I give 'my' experience to help where possible.