Generally staff on here don't 'normally' deal with upgrades and you may well be waiting a while to find that out also.
However the customer service with Virgin was in decline before "lock down" and where other providers (in my experience during lock down) have managed to improve there customer service Virgin haven't and only seem to have triggered further delays and stress on the already stretched teams by introducing price rises.
May I ask what tempted you over to Virgin, because you may well find better service elsewhere?
My best answer to help you is to call customer service at 8am on the dot when the lines open and you may fair better chance of getting through.