Instead of waiting on a call for ages, is it possible to arrange ex directory using My VirginMedia online access?
Thanks for your post and welcome to the Community Forums, poppyweed,
This cannot be done online, it has to be done manually by a member of the team. You can find out more here. https://www.virginmedia.com/help/home-phone-directory-enquiries
If have also sent you a PM to confirm your account details if you would like us to get this done for you.