These "didn't get the deal I agreed" situations happen from time to time. However, your legal rights are crystal clear - information provided by a company verbally or written is binding if the consumer relies upon it when entering a contract (Consumer Rights Act 2015), so VM have to honour whatever was promised, whether they like it or not.
Hopefully the forum staff can pick this up and get it sorted - that will be the easiest and quickest resolution for both parties. Sometimes takes a day or three for them to respond, depending on workloads. If they can't get it sorted, you need to search, read and follow the Virgin Media Complaints Code of Practice. Don't start a complaint until you've seen if the forum staff can get this sorted, because I believe they can't get involved once it has become a formal complaint.
If you do end up making a formal complaint and VM don't sort it out to your satisfaction within eight weeks, you have escalation options to the arbitration scheme CISAS, but worry about that if the problem gets that far - the forum staff usually manage to put things right.
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