Have you tried doing it through 'My Virgin Media'? As you can imagine, call centres are super busy at the moment!
Try following this link: https://www.virginmedia.com/help/virgin-media-changing-your-services
Sorry if you've already tried it!
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Also, contact me if you would like to find out how to save £50 off your bill!
I am a current VM field technician, all of my answers are based on personal experiences of using my own equipment and installations for others.
Here to help! I'm a technician helping out whilst working from home. Find out more