Mine has been sorted now but my partner's has not. I used the text help option and was just a matter of time before I got an operator that knew what he was doing. I had a lot of failed attempts at this which was disappointing. Some even said that virgin did not have this option but clearly they do as mine is working. This whole process was really stressful and you would think all operators within the company were up to speed on the workings of the system. If I knew what a problem this was going to be I never would have left we.