You do have to call in unfortunately. Try calling in again (08.00 is the best time) and use options 1,1,4,4 thinking of leaving and see if that gets you to a more helpful UK based agent.
If not a VM person will sort it for you here - but it can take a few days for them to respond here
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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.