Strange Apology from VM

I have just received a strange email from VM which arrived out of the blue and seems a bit over wrought really. 

It's clearly a mass mailing but it is very vague:

"We're sorry. We've been busy improving our phone systems this past year, which has meant some of our customers have had issues contacting us while we update a few things.

We know this isn't the kind of service you expect, and we're sorry.

The good news is, it's all sorted now - which means you should have no problem getting in touch with us. If you still need to, just call 0345 454 1111*. We’re here to help Monday–Friday, 8am–9pm.

Take care,

The Virgin  Media team"

It's true that many OPs are completely defeated by the AI bot IVR in terms of actually getting to speak to a human being (I haven't called this number for years). The queues are also pretty long apparently. 

Let's see if this feedback now improves...