I have the same issue, I swapped from a SIM only Virgin plan to a new plan on Friday, phone Samsung S10 arrived Saturday - but it is useless as I cannot receive text or calls, data only.. I received a text to my old phone, advising the swap would be done today (1 July) - nope. I have a very expensive 5 inch tablet. I went online to check my account, and it is still showing my old plan.
Checking the phone setting itself, it shows that the number is 'Unknown'. I have tried registering it to another network and resetting ti to Virgin, no joy.
From reading - it seems this is a really common issue with Virgin. Why can't you guys resolve this? I have no phone, what are you going to do about it?