Join the (now very large) club. Virgin's ordering system has had a 'technical glitch' for over five months.
Can only suggest you phone 789 from a Virgin Phone or 0345 6000 789 from any other, or wait to see if a member of the team pics this up.
Welcome to the community and thanks for posting. I deeply apologise for you not receiving the email to inform you of the handset arrival. I appreciate you were keen to get answers.
I've checked this and I can see you've called in since posting and have had the outcome you were originally looking for. Hope everything is okay from here on in.
If you need any further help then please post again and we'll get to you as soon as possible.