Thank you for pushing this from your side. I've been calling the support team but they don't seem to have the ability to pass tickets directly to the network engineers at the VM side. It just sits in the abyss. Not feeling loved by VM at present, you seem to be ignored. Had much better experiences getting issues escalated on other ISPs 🙊
The KB article that was read out to me this morning suggested I raise it with the third party directly and get them to resolve it. 🙃 Thankfully the individual on the phone realised how ridiculous that was and just said I would need to wait and hope someone picked it up and dealt with it.