On your "experiencing an issue" page it says:
Call 150 from your Virgin Media phone or mobile, or
call 0345 454 1111 * from any other phone
Monday to Friday, 8am until 9pm
Saturday, 8am until 8pm and Sunday 8am until 6pm
It clearly says that number is not available 24/7. Are you saying that actually it is, but it just says that it's not?
And in answer to your question, I wasted literally four hours trying to fix this, and after 8 or 9 hours it stopped updating and started working. Can you tell me why my modem was "updating" and unavailable for 9 hours?