Virgin broadband says modem not recognised

[divlong]

I've had cable broadband for about 9 years now, originally from NTL but now Virgin. I use a modem that they have supplied but this weekend it has stopped working and automatically directs me to a broadband activation screen. I've tried to talk to Virgin about it but they seem to be saying that the database for old NTL customers has lost the modem information. Essentially they do not know that I have a modem - even though I have cable broadband - and they supplied the modem! First guy I spoke to said it would take 3 - 24 hours to fix. Second guy said 5 - 7 days. Anyone else with this problem as they do not seem to be advertising it. Cheers, Duncan.

[TTG]

Virgin media seems to be ok at the moment. I am on the south coast.

[Mobius1]

Virgin Media's Service Status page shows connection issues and tech faults in the following areas BB9, B63, KT2 postcodes and all Derby area. No other issues currently posted. You do not say where you live.

I would allow up to 12 hours for rectification. Any longer is not really acceptable and if you're without service for a day or more, you need to look at calling virgin and politely threatening them that you'll be requesting a refund for loss of service for the entire time it's not working.