Good luck. I would love to know how you get on as, given my own experience, their entire Customer 'Service' system is designed to stop customers exercising their rights at every opportunity.
Virgin Media's open contempt for the citizens of the UK is disgusting. I would advise you to take screen shots of every communication you ever have with Virgin Media and their scam Customer Service because my experience is that you cannot believe a word any of their agents say and they are likely to deny everything they ever told you. They will also tell you that they are recording everything on any telephone calls you are forced to make to them, except they will never listen to them and, as far as I can see simply delete them at their own convenience. They even sent a 'debt' they invented about us to a debt collection agency and left it there, even after they agreed we didn't owe them anything. They hounded and harassed us and tried to extort money from us.
No reputable company would behave in this documented manner and no company should ever be allowed to operate a business in the UK in the mendacious way Virgin Media does. I intend to make representations to the appropriate committees in Westminster amongst other relevant bodies, including those regulating Virgin Media's performance under the UK GDPR.
Don't give up.
