DWP Home Visiting Team- where have they gone :(

Just wanted to make sure that I am not going doolally: As you are aware, there is a special DWP adviser helpline - (phone claim and home visits). Called it before- quality of response varies, inconsistent to say the least. However, when I called this number today, it is being responded to by standard UC helpline call handlers. They are not even aware of this “escalation” referral line, and are unable to transfer calls anyway. What is happening? Am I doing something wrong? Has the number changed?