The phone lines are still working, if you heer that message it just means they are busier than normal and you should hang on instead of dropping the call.
Have you tried signing into Service status at the top of this page and run a test against the TV box? By doing this VM should be able to send a signal to your box and try to repair it, or hopefully send out a replacement.
If that doesn't work then you need to contact the Faults team.
You could try the text messaging service. Just send a text with a description of TV Faults to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible.It may take a few days.
You can also call 150 from a Virgin landline, or 0345 454 1111, options 1,1 and 2 (Faults) butbest to call at 8am to avoid call queues
When calling Faults you will go through a series of questions/tests, if that doesn't resolve the problem then call back around 10 minutes later and an agent should pick the phone up.
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
Thank you for your post and welcome to the forums.
I apologise for such a long delay. I can see from your account you've still not been able to contact our team regarding this. I will send you over a private message so that I can look into this for you 🙂
Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk