I suspect that Virgin would prefer the web site to work as this would be their cheapest option. However, Virgin do not appear to be that quick at fixing, or explaining, problems so you are stuck with the phone option for now. For most people it is well worth the effort.
Welcome to the Community and thank you for posting.
I’m sorry to hear you are experiencing some issues with online ordering service.
I would be happy to look into this for you
I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.