Not an ideal answer but they open at 8am call as early as possible it may help on the wait time. TBH when I have had to call them I have never experienced any issues speaking to someone. But having read some of the comments on here in recent weeks it does seem to be a bit of a lottery if you do manage to get through. I often wonder if VM response would be swifter if we the bill payers delayed paying what we owe them.
Sorry to hear you are having issues with your tv service and you have been unable to get hold of one of our agents. I can run through some diagnostics remotely with you. Can you please make sure your box is switched on so we can connect to it and help you resolve your tv issues.