sorry to say but you'll need to call Virgin mobile customer services on 789 from another Virgin mobile or 0345 6000 789 from any other phone to get this sorted. (You'll need to know your account password) Where you end up (geographically) is a matter of chance but I'm sure that if you explain politely the team member will do their best to help.
If you really feel that you're getting no where with your first call, there is nothing to stop you politely ending the call and re-dialling to speak with another advisor.
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