It's not the correct answer, but the true answer isn't going to help hugely I'm afraid.
This is classed as a non-essential home visit which, in normal times, you can book through the normal faults process at a cost of £99.
VM have had a hold on these visits for many months now, which has only just been released, but this will have caused a backlog of appointments which may take a while to work through.
You can either callback to C/S and hopefully speak to another agent who can advise further, or wait on here (maybe a day or so) for forum staff who can advise further. This policy has only changed in the last few days so it maybe the agent you spoke to, wasn't fully aware.
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