Hi I'm karl a service tech for virginmedia. Have you rebooted the box? Unplug an leave for 30 seconds. If you have already done this and it's still freezing at the same point its possible the box is faulty and you need a replacement.
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Hi Karl, many thanks for your reply we had done this a few times and nothing seemed to be working, it then came back on around tea time yesterday and fingers crossed it has been fine since. This is the second time in last couple of weeks that’s it’s frozen so will keep an eye on it and if it happens again we may need a new box.