No the case was never resolved. Unfortunately Virgins choice of delivery agent is very poor (Yodel) and when you check their own web pages for complaints there are literally thousands! However, between Virgin call centre and Yodels (who are both incidentally overseas/India based) I lost complete faith in the whole business. It was always down to "Interviewing the driver" which at the time could take weeks. It was clear from the outset the handset had been stolen by the driver (with all the video evidence, PODs (finally materialising days after I requested - and with a label that when scanned was completely illegible)).
I was literally lost without my phone/SIM - it was for my business plus the original phone I had (iPhone 11 new) was for my youngest son (who has Autism) for his main Xmas present. I was absolutely heart broken on Xmas day when he had no present to open as I needed my old phone although I had no SIM as Virgin had actually cut off my old SIM. Whilst on Xmas Eve I actually spoke to a very nice Manager in Birmingham and he ordered a new SIM straight away but there was nothing he could do about the phone.
After many days of calls to both parties, stress, and emotional distress, I got my replacement SIM day after Boxing Day. I decided enough was enough and I went straight out, bought a new phone outright, then proceeded to transfer my entire account to another provider. When my wife's contract expires I will be doing the same with hers.
I realise there are processes to follow but given stress, dismay, heartache and distress caused by both parties, if I had been given a replacement phone straight away, I would have probably remained a Virgin customer (I had been one over 10 years). But alas not to be - so I voted with my feet and left.
As to the phone.....I got a call at the end of January from a very nice lady in Virgin Customer Services saying that it was still not resolved, but of course by this time it did not matter as I had left some 4 weeks before.
Lessons learned - never buy another phone on contract - buy outright and get a SIM separately as you get more choice. Never again use Yodel if they are a chosen courier.