What did the Faults team say when you talked to them?
You'll get an immediate response if you give them a ring on 150 [VM phone] / 0345 454 1111 [non-VM phone] (from 08:00 until midnight, every day), or use the Contact Us link at the bottom of this page to initiate a live chat (from 08:00 until 20:00, Monday to Saturday)
This is primarily a user community forum and while the VM Forum Team do endeavour to read and, where appropriate, respond to every thread, it can take them from a few days to a couple of weeks to wade through the volume of posts. So for an technical issue, which this seems to be, your best line of inquiry is through the Faults team via the methods above.
Please use the Search feature before starting a new thread To thank or if you Like a post, use the Kudos +★button.↘ If it's an answer to your query, click Options. ↑ Finally, if all else fails, take a deep breath and remember there's more to life than the internet and TV!