Are you getting any on-screen error messages? Is this a new box that perhaps hasn't been activated? I'm hesitant to suggest you call the activation line without you mentioning the usual error message....
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No matter how many times I did it, rebooting did not work. I am pleased.to advise however that having spoken to Virgin they somehow managed to fix the problem remotely. I was never contacted to advise anything, just found out by accident when switching back over from freeview channels. Took Virgin about 1 and a half days to fix and two phone calls.