Thanks for getting back to me with those details lizzie68.
Checking things from here I can see there are ongoing issues that will require the attention of an engineer.
I have booked you in with the next available appointment. You can find the appointment time slot via your online account (virg.in/myVM) ...it can also be rescheduled or cancelled from there if needed.
If there's anything else we can help with please give us another shout.