I just received an email from VM in response to the complaint I made about how long it took to get this resolved, mentioning that the Community Forum should be monitored to see what problems people are having.
The email says, "Please be informed that the VM Community forum is a discussion platform for our customers which is not monitored by any VM staff but you might get bot generated replies from VM."
However, the VM Community Page says, "Here to help, and always happy to do so, these guys work for Virgin Media to keep our forum boards friendly, helpful and welcoming. And they all know their stuff." I think VM needs to get its act together.
Email received today
VM web page