I'm sorry to hear about this confusion here and would love to help. I've been wondering how you are viewing the Spotify, is this app being used through the TV or on any mobile devices, can you tell me what devices you have?
It was used by both TV and mobile devices and was still the same, but I managed to speak to someone who told me virgin no longer deal with spotify anymore, seemingly they forgot to tell us that though . So I just had to sign up direct with spotify, kept all my music though. Bad Communication though Ben to be honest from virgin x