Moving router

I’ve been with Virgin for about 4 years now, but require my router moved from downstairs at the back of the house, to upstairs at the front of the house. 
I’m aware that VM apparently does this for £25, but can I find out how to go about arranging this?
No, the answer is no. Nowhere can I find it online, or through the app, I can’t even find out how to speak to a virtual assistant or online help. 
Eurgh.