[jem]

"If it closing means they have a lot more callers, then I'm sure it's a priority to get it back.”

Or possibly not, a phone call in, does give an opportunity for an upsell, whether or not they manage to fix the issue. A classic one being the oft mentioned, ‘oh you have connectivity issues, i can see that you have x number of devices attached, you really need to upgrade to a higher tier and that will definitely fix the issue’!

A cynical person might conclude that VM may well want to encourage this, and a community forum, which may well offer contradictory advice is therefore to be discouraged.