Slightly confused how can it be Virgins fault if you say it works when you connect direct your PC directly to your modem?
Surly if the fault goes away when you remove the the router from the network it points to a problem with the router??
As for support forget ringing the helpline (Is it free now?) goto to the support news group you should be abel to gat some help from them quickly and they do know what they ar doing.
JJ