You could try the text messaging service. Just send a text with a description of regrade to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. VM aim to respond within 24 hours, but it's very busy at present and so may take a few of days.
You can also call 150 from your Virgin landline, or 0345 454 1111, options 1,1 and 4 (Changes to your package) butbest to call at 8am to avoid call queues
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali