I've been trying to contact virgin media for the last 2 weeks regarding my V6 box which has stopped working
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I have the exact same problem but it seems it's just impossible to get through to customer services.
If you're not able to wait on the line for C/S to answer, you can try the text message service (07533 051809) which usually responds after a day or so.
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Ive tried it and Unfortunately they don't respond on the text service either.