Guys there is no point wasting your time with Virgin regarding this issue. I have been complaining about this issue since June 2019 and still no resolution. All they do is 'raise' an IT ticket and keep disconnecting their lines on you, transfer you between departments or outright hurl abuse. I've made an official complaint to CISAS and I recommend you do the same. Too many customers are getting scammed like this and it is about time we put this right.
This is another ploy they use on the forum! Despite clearing stating that I’ve been complaining about this issue since June 2019, they go around in circles asking the same questions again and again, in the hope that customers stop replying and then it appears to the public that it’s our fault for not replying.