Thanks for your post and welcome to the forums. I'm really sorry to hear that you are having an issue speaking to the Mates Rates team.
In order to help you with this we'll need some more information from you. I have sent you a private message. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
I have been recommended for Mates rates by a friend who work for Virgin Media. They have completed the form a couple of time in the last couple of month, bu tI have not had any contact from the team. I have a reference number from her, but don't know how I can move this forawrd. Can anyone help?