Thankyou John, I can see that you are busy. My situation has been resolved. I phoned the Virgin mobile help line on 789. It sent me a text with a website address. I texted back with my query and to my surprise I got a reply from the Virgin virtual assistant which forwarded my query to a real person. I was then contacted about 5hrs later and eventually through a text exchange the order was made and appeared on my account and the SIM card arrived.