If you can't get through on the phone then VM are recommending you send a text to 07533 051809 describing the issue and you should get a response, but it may take a day or two at present. This is a text only service, it does not support voice calls.
Or you can wait for one of the forum team to get to this thread which could also be a few days.
My setup: V6 TV box, M350 Fibre broadband with Hub 3 in modem mode connected to a Netgear R7000 router. Telewest/VM user since 2001.
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Thanks for posting and welcome to the community. I am sorry for the phone line issues. Looking at our systems there was a fault that should now be fixed. Can you confirm this is the case? If you need further assistance please let me know 🙂