Bill payed. Broadband disconnected. Renewal deal ordered & failed. New Router. Banned for Spam

My broadband was disconnected for no reason at around 2pm on the 10th of April, even though a payment had been taken in advance for the month of April. I've never missed a payment and have been with Virgin since the end of 2011. I had no emails or phone calls warning me of disconnection. The Virgin landline still worked and I rang 150 to find out what the problem was. 

I spent a fair while trying to find an option where I could speak to a real person on the phone, but the AI voice always ended up asking for a card payment. On the third phone call, I managed to speak to a human. He suggested the problem was possibly related to the bad credit of a previous occupant, but couldn't explain how, as there have been no problem with debits going out of my bank to Virgin, and I've been living here for decades. He told me the situation would be resolved within 24 hours. 

My internet connection came back after 7pm on the 10th and I logged in to my Virgin Media account to see if my account details were correct, which they were. I ordered a Superhub 4 online to replace the Superhub 1 I'd been using, as I'd been told in a previous email from Virgin a month ago that it was insecure and I could get a replacement free of charge. While doing this I spotted the "Explore your renewal deal" link and there were three options listed: 

M125: £47.60 a month
M250: £50.70 a month
M350: £54.70 a month

I've been out of contract for way too long and I chose the option to stay on the M125 for £24 less than I'm due to pay with the current price rises. I received an email confirming my order. 

24 hours later, I received the following email relating to the renewal deal: 

"Thanks for placing your order with Virgin Media. We can see from your details that you have recently contacted Virgin Media to make some changes to your account, therefore we haven't made any additional changes. As you already have our services, any pre-payment that you have made online will not be taken. If you need to speak to anyone regarding the changes to your account, just call our team on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone." 

I didn't make any changes to my account on the phone call to customer service. I was trying to get the service back I had already paid for. When my internet connection came back, I renewed my package online at a better rate, but Virgin appears to have cancelled the order and kept me on the more expensive out-of-contract rate. 

I went back online and clicked on the "Explore your renewal deal" but it redirected to the following link with no option to renew, despite 3 package options being listed there 24 hours earlier. 

https://www.virginmedia.com/support/help/change-my-package/manage-my-package/customer-exclusion

I spoke to a member of customer help on the online chat on the 12th of April and she told me there would be no problem getting the deal I'd ordered:

"Thanks for sharing the details with me and I'm sorry for the trouble that you are facing currently with this. Not to worry, I'm here to help you with your concern. I can see that this new deal will get applied on 15th April in your account as I can see the details in your account regarding this. So, not to worry, you will get the same deal in your account."

The deal wasn't applied on the 15th. It still says I'm out of contract. Now when I click on the renewal deal, I'm offered £65.14 a month for M250 broadband, which was £15 cheaper on the 10th.

It's possible that customer help was getting confused with the superhub replacement which arrived on the 15th, even though I specifically mentioned the order number for the deal I'd previously claimed.

As if all that wasn't bad enough, more problems have arisen.

When I visit this forum using the Superhub 4 ( https://community.virginmedia.com ), I get the following message: 

"We're sorry, but you have been banned from using this site. You have been banned for the following reason: Banned for spam"

I've only posted on this forum a few times in 15 years and I'm resorting to posting this using a VPN. My IP address changed with this hub replacement. Have I been allocated a dodgy IP?

In summary, I would like the package I was offered at the lower rate of £47.60 a month (I have copies of the Contract Information Sheet and Contract Summary Sheet that were emailed to me), a proper explanation as to why I was disconnected in the first place, and another explanation as to why my new IP is banned from this site using the new router. 

Thanks.