Does the box make any noises such as a fan running, or hard drive starting up?
Any error messages?
It sounds like you should contact VM Faults. Call 150 from a Virgin landline, or 0345 454 1111, option 2 (Faults) butbest to call between 8am and 10am to avoid call queues, or late afternoon around tea time
You will hear the automated response asking you to press 1 for the link to online support etc.
Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and resolve the problem.
A member of the Forum Team may pick this up for you, but it's quicker phoning.
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