Hi n433m7,
Thanks for coming back to me via private message with your details.
I have gone in to the account now and arranged for an engineer to come and repair/replace the box. I have booked you in for the next available appointment. We cannot confirm the appointment time slot publicly, so to view this please sign in to My Virgin Media here: My VM
If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link.
Lets us know how the appointment goes.
Take care.