you could try this before calling and see if this resolves the problem and if not you will need to call?
Connecting to the Virgin Media
Service
Do I need to connect to the
Virgin Media Service manually?
Not usually, connections are made
automatically. However if you ever need to
connect manually go to the Home screen,
select Help & Settings then Settings then
Network then Connect to the Virigin
Media Service now
Hope this helps you?
Damn you DF and your fast fingers ( you should be on the web team as previously stated )
