[MovedGoalPosts]

Have you phoned them to chase up the fault repair?

Have you spoken to Customer Services and asked them to credit you while you are out of service? Often they will apply a credit but wait for the fault to be fixed before assessing the credit amount due. That does unfortunately mean payment may be needed, as services are billed in advance.

But the real question is why is your neighbour served via your land? You need to get that sorted and removed before some prescriptive right starts to kick in that means you have granted an easement (legal right) against your property's title. Tell your neighbour, and Virgin that you are giving 28 days notice of requirement for the connection to be removed. You need to do that in writing.