VM Hub 5x flashing red light

Had 1 gig fibre for a few months now, every now and again the internet goes down and a reset normally fixes it. Came home from work to no internet and the hub flashing red, and after 4 hours of messing with it, I'm still without any connection.

Followed the guidance through through the my VM app, and ended up stuck in a loop where it said my Hub wasn't connected correctly, so I would carry out the steps it said, only to be told it wasn't connected correctly and to do it all again - I foolishly did this 4 times... to no avail. 

Tried ringing customer service on 3 occasions, ended up stuck in a loop again, with the automated service saying the same thing over and over, saying I'll get a message if I have any more problems - I never did.

Opened various chats in the 'message us' section, no one ever responded. Sent in a WhatsApp, no one responded.

It's almost like VM don't want their paying customers contacting them, and make it impossible to do so. So now I'm stuck with no internet, having only gone with VM for quicker connection for Sky Glass, and I work from home a lot too. Firstly, send an engineer to fix my internet, and secondly, make it easier for customers to contact you in times of need please VM.

Matt.