If you want to report a TV box that's failed, then you're already doing the right thing.
Once you've chosen the options for "I have a fault with my TV service", don't press any more buttons and ignore the "suggestions" to do so. If automated tests insist on running and then hang up on you, then redial immediately.
If you accept any prompts to "get a link" or "go online", then you won't be put into the faults queue. Ignore them, and you will.
VM staff respond on these boards, but it can take a day or so - and given it's now a bank holiday weekend, there's no promises of it being picked up quickly.
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