When you say that you've been phoning and no-one's getting back to you, can you elaborate?
VM Faults reporting is on 150 (from a VM phone) or 0345 4541111 (from any other phone) - choose the two options for "I have a fault with my TV service" and don't press any more buttons, just wait on the line and an agent should answer. Given your symptoms, the correct outcome would be for a tech visit with a view to a box replacement. Has this not happened?
I'm not sure who you've been messaging, but Virgin don't have any online fault reporting beyond this community forum - to which staff do respond, but it's not real-time or immediate.
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Thanks for taking the time to post and welcome to our community.
I'm really sorry to hear of your issues and experience that you've had try to speak to the team. I have tried to locate your account via your community profile and have not been able to do that.
I'm eager to look into this for you but would need to take some details via a private message to be able to do so, I will send the message over in a moment, please look out for it and we can get started.