When you call the C/S number, you choose the options for "I have a fault with my TV service".
The IVR may attempt a few remote diagnostics and if it does, play along - it may offer you an appointment, in which case accept it. If it hangs up on you, redial immediately.
If you get offered inducements to avoid the queue (pressing for a link, pressing for a text message etc), ignore them and don't press anything.
You should then join the queue for an agent.
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