Sorry to say, this is primarily a user forum - VM staff do respond to posts, but it's not quick at the moment so we can't replace contact with VM Faults staff.
If your box is offline as you describe, I'm afraid you're going to have to persist with calling TV Faults. Sometimes the automated system attempts a remote fix and you then have to callback 10minutes later when that fix has failed..
If you're still stuck, VM staff are currently taking anything from a few days to a week to respond.
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