The automated service can be a blessing & a curse.
Once you've followed the options for "I have a fault with my TV service", the IVR will make numerous attempts to discourage you from queuing, and to "go online" or "get a link" - ignore those and don't press anything.
If the automated service insists on running diagnostics, you may need to go along with it - but if you call back immediately and use any option for "I still want to talk to an agent", you should be able to so.
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