Unfortunately they are very busy currently, best time to call is at 8am or hang around here for a few days and someone from the team should be able to assist.
We can also try assist you with your issue to save the wait.
If I've helped let me know 🙂
10 year's managing 9 Virgin Media accounts, and things never got any better, closed last 4 accounts since January 2021 :L
I give 'my' experience to help where possible.