Whatever you do do not stop your direct debit. It will result in VM transferring your "debt" to a collection agency and a black mark on the credit file that will be an absolute pain to get removed.
Call in and dont mention OU just describe the fault and ask for the Tech visit and see what the Tech says - they will almost certainly know and tell you whether there is an OU issue in your location - or they will fix the fault.
Than take it from there.
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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.