Ok, you need to be aware that this email domain is being spoofed. I was sold an iphone 14, subsequently delivered three iphone 12 (different deliveries). Each time I was sent a royal mail label to return them with a promise of a monthly charge discount for my trouble. After the third, they stopped ringing or taking my calls. Thus far they have not tried to charge me for anything, but they were somehow able to deliver phones with genuine virgin 5g sim cards, which arrived from Northampton, but had to be sent to a returns department in Bedford.
Thanks for coming back to me, I am sorry to hear about this situation with your handset purchase!
As the email you quoted is a genuine Virgin Media sales email I would like to double check things on our side, if I cannot find any recent accounts for what you've described I would be inclined to agree with the spoofing. I have a really useful link here that has boundless information about protecting yourself against scammers 👉 All About Security
I'm going to send you a PM now so that I can collect any info you have in regards to these phones that were sent.