Okay, so as I have been unable to get any sort of support from Virgin I ended up raising my issue as a complaint using the online form. I heard nothing.
Now I have finally received a letter stating that they have been 'unable to reach me on my contact details', despite giving them my mobile number in full and also my email address. I have had no missed calls from anyone. The letter asks that I text a number with a reference and they will then contact me. I have done so, but have heard nothing. Given my experience so far I have no faith whatsoever that I will get any sort of reply.
The letter says that unless they hear from me within 28 days they will close the issue. Quite incredibly, they have deliberately neglected to include a reply address. Can anyone believe this? Virgin have the worst, most appalling support that I have ever come across.
Stuart