Recently my broadband suffered with incredibly low speeds 6:00pm onwards, rectifying itself sometime in the night. Always back to normal speed next morning.
I made several phone calls to Virgin speaking to various 'technical' staff. Absolutely no help whatsoever. They couldn't, or didn't want to, understand that it wasn't a WiFi problem, just a slow broadband problem. All they wanted me to do was buy some 'buds' (?) to improve my WiFi.
Eventually one suggested I perform a reset with the button on the back. Then the router just went belly up, no power, for about 15 minutes. When it decided to come back on and although it did work, it had a continuous red light showing. Back to 'technical'. "If it's working, it doesn't matter if the red light shows"
I wasn't satisfied, particularly after reading Virgin's instruction booklet that a continuous red light indicates a possible overheating situation.
I couldn't get an acceptable response from Virgin 'technical', so I rang cancellations.
After explaining my concern at maybe waking up burnt to a crisp, following a fire created by an overheating router and being put on hold for a period, a new router was quickly on it's way. I installed my new router and after a few minor app adjustments, it works perfectly, showing a white light and giving me the proper broadband speed for which I am paying . . . and surprise, surprise, no more reduced overnight speeds.
Hope this helps.