Have you tried the text service, much more convenient
Text messaging service
07533 051809 (Home Services)
Just text saying your TV isn't working and need an engineer call.
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.