Same here! Gathered that there was a serious issue when virgin help queue for mobile (called on home phone) went from 20 to 30 mins delay minutes in two separate calls in succession. . Very poor non existent status reports online. Virgin should announce there is an issue so people don't waste time messing with their mobile phone. Crap service really.
I'm having exactly the same issue. However, it may be worth asking any users of the EE network whether they are experiencing the same issue, as Virgin uses the EE network as a Virtual Network Operator. That way, we can nail it down to be something on Virgin Media's side or it could be completely out of their hands and in the hands of EE.
I want to claim a refund of service as this has impacted me greatly today as a disabled and vulnerable customer, who also works from home. Please message me. This is the third time this has happened in a few months. I suffer with anxiety and I'm not prepared to sit in a phone queue to the Philippines