Sorry to hear you're having this problem. I know it can be annoying but you need to contact vm again and let them know what's happened. You can download the virgin media connect app, be earlier to make contact and book an engineer.
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We are having the exact same issue - at least you're getting a response so following with baited breath. Managed to get through to someone on the phone yesterday who confirmed that there was an issue in our area eventhough the website said everything was fine. Before they could say what the issue was apparently their system suddenly "crashed" so they promised to ring back in 10 minutes. Of course the call never happened, and got an automated message to say all call centres were closed. Turned to the forum and no response still. Got hold of a text number which just ended with "an agent will be in touch within 2 - 4 hours".
We have the engineer booked twice, one through the community, the other one via customer service. On the day they should come, we just got a text says the area problem has been fixed and we got cancelled.