You could try the free swap to a V6 offer that's on at the moment (till June 30th) see link. Or call it in as a fault - they are still picking up and sending tech visits.
Note.... though to use a V6 you must also have VM Broadband
https://www.virginmedia.com/offers/V6swap
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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.