Thanks for popping back to the Community and posting about the issues you have been having with your 360 box.
Taking a look at this end I can see there is an open area fault causing issues so this would be why the team over the phone would have been unable to book you a visit. In case you're having some issues I've put the details of the fault below:
➡ Fault reference number: F010418164
➡ Estimated fix time: 06 FEB 2023 09:55
➡ Description: Status report || You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.
Since posting can you let us know how things have been and whether the engineer was able to return to resolve things for you?
Pop back and let us know.