I recently upgraded my mobile contract and went for the new Sony Xperia XZ, this was on the 24th April 2017. I recieved and email from Virgin on 25/04 regarding £100 cash back if I recycle an old smartphone and all I had to do was wait for a reward code to be emailed after 14 days, I am still waiting for this reward code.
Welcome to the Community Forum and thanks for your post. I'm sorry to hear that you haven't received your Trade Up reward code yet. Have you received the return packaging and sent your old mobile in to us already?