After several attempts, on the 28th of October I called again and managed to talk to the termination team to ask for my contract not be automatically renewed on its expiration date. The guy on the phone was happy to help and confirmed that my services would disconnect on the 2nd of December (expiration date of current contract)! I have also requested a bag to return the router which I have yet to receive although I have received the text message.
To my surprise I've received an email today 4th of November to be informed that my package finishes on the 30th of November ( no idea why when my contract finishes on the 2nd of December?)and that a new more expensive package will kick in from the 1st of December!
Not exactly sure what is Virgin doing there? Or which should be my next move as I was trying to get a hold of them for hours today with no luck.