Guys just a hint if you ever need to send your phone away to get it repaired then I may suggest a few tips
you take photos of the damage - as I had to £78 to get my phone repaired and returned to me but the information and photo I was sent was not of my handset, I had a back light issue but virgin maintain that I had dropped my phone and smashed the side and brock off the power button, however this damage was not on the handset when I sent it to them. so photos of the damage are key.
also you are unable to speak with a person the only way to talk with them is through email or web chat.
so guys the moral of my story is don't every join Virgin Mobile as they are cowboys and rip off merchants.
good luck as I am now off the ombudsman to register a formal complaint/