This happens many times. There seems to be no kind of quality check by anyone as it's always down to the customer to bring up their own content is missing. Either it takes several days of chasing or they come back with a we can only supply what Sky gives us message which is a complete joke when we can see it through other means.
Thanks Steven, much appreciated. I was considering opening a Twitter account for the purpose of raising the issue with VM there. Do you think they’d be more likely to investigate via that route, please?