Hi eoindolan84,
Thanks for your post and apologies to hear about the issues you have been having with your connection and then getting information regarding the fault.
Checking our systems, I can see that the fault is still open currently. The details of that are here:
➡ Fault reference number: F010408115
➡ Estimated fix time: 08 FEB 2023 09:00
➡ Description: Status report || You might find that your Virgin Fibre, Voice and Virgin TV 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 and the account will automatically be assessed for loss of service credits once the fault is closed. You can read more information on this here.
If there is anything else we can do, let us know.
Thanks,