Maybe I am wrong but what you have been told seems a bit iffy. Unless there is an ongoing problem in your area for them to monitor on your behalf I don't see how what you have been told can sort your problem out.
Try phoning again and this time hang up unless you hear a Scottish, Welsh or Liverpudlian accent
. I am sure they should be able to send a hit to your V+ which, after a reboot, may clear the problem.
If the problem persists I am sure they will be able to book you a tech visit.