Thanks for trying, but this whole situation in seeking help from the Virgin Team has been an absolute nightmare and an extremely lengthy process. It should not be this difficult to try and get help.
The phone system is long and only if you are lucky you get through to someone in a reasonable length of time. If not, then you get hung up on or referred to a text messaging system. Emails to Virgin customer help never gets answered, yet I always receive ones from Virgin asking me to rate the help that I never got. And this Community help...I've not used it hardly enough to make a sound judgment on but 2 weeks has gone by and still no help. Speaks for itself I think.
Mid last week I needed urgent help to block a sim and a phone that was stolen and guess what...couldn't get through to anyone to help. I was referred to the new Help via Text system which was SO slow and the guy who was dealing with me decided not to answer me until the following day! I tried to report it through my online account and the link to Lost/Stolen phone was not working, I kept getting a message saying "Opps" this page doesn't exist.
Why does Virgin make it so difficult for someone to get help? And it's not due to "the current situation and a lot of the team working from home". It's just terrible.
And just to let you know, I finally got through to someone who's sort of helped me with both issues.
This whole experience has left me frustrated and annoyed. And it has only pushed me to shop around with other providers and try and switch.