Thanks for reply regarding remote replacement to phone 151. I had already tried that but you can't actually speak to anyone. None of the options are appropriate when you do press 2 for TV queries an automated service tells you to unplug your box and restart it if you hold on phone an automated service says they will reset it. How do you get to speak to an actual prison?
I've always managed to speak to somebody following the TV faults route, they're not in over the weekend (the faults folks are on until midnight) but if you call back tomorrow and have the same trouble try the "I'm thinking of leaving" option and you will get through to a human.