Thank you enlli. Yes I know about private messaging and have used it on other topics. On those occasions the messaging was instigated by the Forum Team member. I accept I should have done that on this occasion.
I have come to this forum because it can be difficult to get things done through the VM websites. For example I can add new members to my mobile family group but there are no procedures to cancel one of them using the Virgin Mobile website.
Worse still I was shut out of the VM websites for some time. My password was being rejected because I was using Safari on my Apple iMac. I can now login to VM only by using Firefox while I access dozens of other websites by password using Safari. Does that make any sense to you?