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You've bumped a fairly old thread. It's not clear from your post what the current issue of concern is - a broadband fault which occured way back when, or a TV freexing issue, or is this something new that you were trying to get a call back on.
Often you get more sense from Virgin Media if you contact during the day rather than evenings. Daytimes there are some UK based call centres instead of Indian support, the latter of which are often found wanting.