Issues speaking to Customer services

Can anyone help me? I have attempted to call 03454541111 and 08000643777 to arrange a 3 day payment promise. I have been able to do this in the past - however i am not getting any option to speak to someone and loop takes me straight to automated payment line with no options. The chat is not visible on my app. My services are currently restricted and I desperately need to come up with a solution. I have been with VM for 12 years. I have spent many hours on this and becoming extremely frustrated. Are there any other ways to speak to someone in virgin media about this?