I am convinced the issue lies with the tv box
Please can you advise what the issue(s) are with the set top box, and also any error messages you see on screen.
Have you looked at Check service status at the top of the page? You can also a run a test on your equipment from there.
If nothing is showing you could also try the Service Status number 0800 561 0061. This often gives details of more local issues down to postcode level.
I don't work for Virgin Media.
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Welcome to our community and thanks for posting. Have you been able to do any of the actions that our valued member @newapollo has instructed at all?
Has anything changed since your last post? Is there anything here on this link that may assist you further?
Please let us know,
Kind regards Jodi.