I've got the same problem. Eventually after over an hour contacted VM. Told me there was a fault,& asked me to leave it on for them to monitor. Nothing has happened in 2 days. Tried to ring today- all nos engaged. No way to email them ! Wil not ring back !! The help online keeps you in aa seless repeating circle.
I asked them to send an engineer, but they said'not @ this stage@'.