Hi Michael,
As you have not given your model number or details of the problem I assume that you are not seeking help from the community. Again you have given no details of how you are trying to contact Sony Support but below are the options available to you for telephone contact:

Help & Support once your SONY VAIO has been registered, we can offer you a range of ways to get in touch with SONY VAIO-LINK. If your SONY VAIO is in warranty, please call
0870 240 2408
(Fixed: 0.08£/min)

If your SONY VAIO is out of warranty, please call
0905 0310006
(Fixed: 0.35£/min)

If you purchased your SONY VAIO in a non-European country, please call
0905 0310006
(Fixed: 0.35£/min)
If your SONY VAIO is covered by a VGPE-VPPS onsite repair warranty, please call
0870 8500976
(Fixed: 0.08£/min)
Note that you will need to enter your Warranty Pack Number (9 or 11 digit number starting by ‘4’) to access the VPPS premium support line. You will find this Warranty Pack Number on the sticker on the cover of your VPPS booklet.

Rich