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since ‎03-11-2021

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I'm having problems logging into my virgin media, I'm an old customer that has come back but when I'm trying to login it takes me to my old account which is closed. I purchased the new package with the same email address I used in the old account. 
Hi all can anyone tell me if this is what the grey box is supposed too look like inside as I went out this morning and it was open with a cable not connected I'm have alot of broadband issues.