this forum is largely for customers to help and advise one another.
As your query is order/account related, I would suggest that you call Virgin customer services on 789 (free) from a Virgin mobile if you already have one. 0345 6000 789 from any other phone (standard rate call or included in any minutes) and ask them.
If you want to say thanks > click 'Kudos'. Answered your question? > click 'Mark as Helpful Answer' also.