What do you mean by "now broken"?
On the issue of not getting through to anyone, forum staff work their way through posts on here but it can take a few days. If you're without service, calling TV Faults and patiently waiting your turn, will almost certainly be the quickest way to progress this.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks