Did you try switching it off online yet? Browse to http://virg.co/myVM -> sign in with your primary My VM account (the one that view the bills, etc) -> My Apps -> Web Safe -> Turn off child and virus safe -> Save / apply changed -> reboot your hub and device -> done
If you were to call in about it, say, if you've dove the above and it didn't work, then you'd want to use the report a fault option (option 2) -> report a broadband fault. This covers all My VM, email, etc issues.
- - - - - - Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.