You've done the right thing in calling faults, but it sounds like you've experienced the joys of VM's IVR.
This is easily solved - once you've chosen the options for "I have a fault with my TV service", you'll be offered numerous other "inducements" to go online, get a link etc - just ignore them and don't press any further options. The machine should put you into the faults queue after it gets bored.
If you still have problems, the staff team on here tend to respond to posts after 24-48 hours - possiblty slightly longer at weekends.
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