Sorry to see your mums STB is having issues, however you need to let VM know exactly what is happening before they can look at sending an engineer.
Which box does your mum have? Which, if any channels can she watch?
Have you tried rebooting the STB? What is happening with the lights on the box? Are any error messages showing? Is everything completely blank?
Have you changed HDMI cables, or tried using different ports on the STB or TV?
Have you logged clicked on Check my service status at the top of the page to run any tests on you mums equipment, or check for any faults VM are aware of?
If you've done all the above and got no further then you need to contact the Faults team.
You can 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.
You could also 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.
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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