Virgin Media don't have customer-facing email and unfortunately this community forum isn't a substitute for calling into C/S. You'll need to call Virgin to arrange this, also you need to be aware there is a £99 charge for non-fault callouts, which this sounds like.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks