Modem song. :-)
One thing about Virgin Media is that the engineers come out for free.
None of that "If it turns out to be your fault you are in deep shit!" malarkey.
Happened to me twice; first time when I removed a rats nest of legacy BT wiring by the front door. Turns out that VM link into your current internal wiring as well as providing their own master socket. Second time was when the builders went a little too deep when extending the drive and scraped the buried cable. $Deity knows what it would have cost if Open Reach had been supporting the connection.