Well, we're all aware how word-defyingly poor VM's telephone contact is (and we're also aware that chat rarely works, there's no email, etc etc), but if you'd care to elaborate on the issue there's people round here can offer advice on options to get things resolved. .
OK. I understand that, I've been a (reluctant but enduring) customer since Telewest days so I have 25+ years of unthanked custom and I know exactly what you're saying.
So what's the issue? There are escalation routes for complaints, you've got a whole bag of statutory consumer rights, and there's an independent arbitration service available. If you will be a little more forthcoming (your choice, I accept you might not want to) then perhaps we can clarify the problem, what outcome you want, and what routes for resolution seem most appropriate?
Try calling “Retentions” on 150 or 0345 454 1111 - options 1-1-4-5 "Thinking of leaving" - they are open 8am until 9pm but calling early between 08.00-11.00 am (midweek) is best, when you will usually get a UK call centre who’s staff are more informed and helpful
-------------------- John --------------------
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. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.