Virgin have big ongoing problems with their online ordering system. There has been a regular stream of posts for the past 5 months.
Can only suggest you phone 789 from a Virgin Phone or 0345 6000 789 from any other.
Alternatively wait and see if one of the team pick up your post (but this may take time)
Welcome to the community and thanks for posting. I'm so sorry you haven't had any further contact from us following your online order.
I'm going to send you a private message to see if I can find out what has happened. To view this click on the little envelope on the top right.
Hope to hear from you soon.