Thanks for your post and welcome to the Forums. It's great having you in the Community although I am sorry to hear you are having some issues with your broadband.
Taking a look at your account, I can see there is an open area fault affecting you currently. These are the details:
Fault reference number: F009230221
Estimated fix time: 13 SEP 2021 16:00
Description: Status report || You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.
I have made a note of this on your account so the relevant teams are aware you are affected. If there is anything else we can do, let us know.