Thank you. I have done that too, they wanted to do all the usual checks I have already done and told to ring back later this evening if not sorted! Looking on here people who have had a similar issue have got it sorted quickly via virgin tech responding!
"Please call back later if it's not sorted" sounds horribly like "I don't know what to advise you on this call so call back and get someone else" - although I would love to think I'm wrong and there's another reason.
Unfortunately, this forum isn't a real-time support service although VM staff do respond in rotation. It's entirely upto you whether you wait for a staff response (maybe a day or so) or callback in and get another agent who's willing to deal with your fault there & then.
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Just by way of an update. After phoning virgin again they booked an engineer and my V6 box has been replaced. He had seen this issue before and immediately said I’ll just replace the box. So all sorted.
had a good service off virgin eventually, although I did have to ring a couple of times and was told an engineer was coming one night but no one turned up.