I am having the same problem and the phone advisors are not helping at all! I have even spoken to a manager and got nowhere. Hopefully someone can help me resolve this issue as I basically have a fully functioning iPhone that I can't use because it is locked to Virgin network.
I too have an iPhone 7 that I purchased SIM free that has been locked to VM. Twice over the last month I have spoken to your call centre who have given me conflicting and extremely unhelpful information. Twice I have eventually been told that a request for my phone unlock has been submitted, and still no unlock after nearly 4 weeks!! I am at the end of my tether with the extremely unhelpful and absolute lack of customer service that I have been receiving from Virgin Mobile.
I emplore someone to please help me and get this situation resolved!!!
Phone tomorrow at 8am. You were unlucky, I had that response too. Took me 2-3 days. Virgin is a piggyback on EE so the phone is definitely locked to EE. Say to them your phone is locked to EE but you are using it on virgin.
Keep trying with EE. Say you would like to have your phone unlocked that is locked to EE but currently you are using it on Virgin.
Same problem here. EE saying they can't help as it isn't an EE sim and apparently they have no affiliation with Virgin. Virgin customer services are the worst I have ever experienced. I have an iPhone that can't be used now as it is locked to Virgin network.