Play 1 update issue

I have a play 1 upstairs and a play 1 downstairs. I've had them for years with no problem but then the downstairs one wouldn't update. I've went through all the help advice, reset the play 1, linked with cable and nothing is working. I've phoned sonos who are no help and said I need to phone virgin media. Has anyone had this problem and was able to sort it, thanks 😊