As I am currently collecting information regarding the webpage/log in issue and sending them to IT. I may PM you to get your log in details, device details[make/OS] and browser type since this is being requested by IT.
Just to go down on record - I first posted to this thread more than a year ago and I am also still suffering from this issue. Yes, I have tried on multiple devices, with different browsers and a clear cache/history.
It's particularly problematic right now as VM have closed (at least some of) their call centres for the COVID-19 pandemic, so whenever I try to call I am instructed to use the Message Us feature on their website. Unfortunately, the 'Message Us' hyperlink redirects me to the Sign In page, which then directs me to my account. As soon as I return to the page with the 'Message Us' hyperlink, the website has logged me out.
I'm not a legal expect, but I imagine that the fact that we have no way to make changes to our accounts (via phone or live chat) is a breach of some kind of consumer right.
The phone lines are still open and accepting calls.
You could try the text messaging service.
Just send a text with a description of your query, (for example regrade should you be wanting to change package or seeking to pay less per month) to 07533 051809. Your message will go into a queue and a representative will respond to you as soon as possible. It may take a few days.
You can also call 150 from your Virgin landline, or 0345 454 1111, butbest to call at 8am to avoid call queues
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
Neither of these options work. The phone line is open, however if you follow the menus to my query (moving home) then you are instructed that the service is now only available online and the call is terminated. I also tried the text messaging service and received no text. Eventually, after clicking through pretty much the same cycle for around 30 minutes, I got a pop-up notification asking if I wanted to start a live chat (whilst still logged out, for the record). I can't replicate it now, so it seems as though it is just something that appears when the website realises that you're stuck.
It took a few hours, but I did get through to someone in the end. Now I just have to wait to see if my request works - it wouldn't be the first time that someone at VM made incorrect changes to my contract...