So - no resolution possible from the community.
The Virgin helpdesk people did their best (without any progress) so a IT request was raised 14 days ago with a guarantee of resolution within 5-7 days. Silence.
This issue is not a unique one - there are many who struggle to get a working Netflix after a house move. Virgin have a fantastic marketing team who promise so much and it's only pennies more...until it isn't as the price rises above RPI and the promises are eroded into ah it's standard and oh yeah, its with ads.
Disappointed - but a mug as I've been with NTL / Virgin for 25 years...