You should be able to get a Tech visit to sort this out for you.
There will be a charge of £25
Try calling it in or you can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer.
Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.
FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here