I’ve been keeping an eye on the thread. Thought I’d start a new one to try and highlight to Virgin that it’s a widespread issue. There’s also an irony that at the top of this page they are pushing a Text Messaging Service to answer queries or get support 🤦🏼♀️
Thanks for using the forums to get this issue with your mobile services looked into, I am sorry if this has been causing some frustration. I would be more than happy to look into this for you.
I'll send you a PM now to gain more information from you about your mobile account, then I'll send off a form to the FMS team who will be able to look into this issue for you further. I have no timeframe for this as the pandemic has had a toll on this team's workload, but I will give you an update when I have one.