Hi Richard, you have plenty of options to report a fault.
If you log into your online account you can run a test on your equipment. Using that method VM should be able to send a signal to your box and try to repair it.
If you have a mobile you can use the freephone number 0800 052 0422. or the 0345 454 1111 number which is a normal free number on most call plans, but depends upon the mobile contract you have as on some plans it may be chargeable
You can also use the online chat messenger.
https://www.virginmedia.com/shop/con...ncing-an-issue scroll down and click on the "Message us" icon in the red box, it isn't always online as telephone calls take priority.
There is also the text number 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible.
It may take a few days.