You have to realise that Virgin media are an awful company who don't give a hoot about their customers. They have the worst website and support facility I know of. Nobody cares at all about you. They stole £25 from my mother as she hadn't used her phone for 6 months and now they are effectively keeping the balance I have on my PAYG phone as their new SIM is 'not valid' in my old phone (now for emergency use anyway, but that's not the point). When I bought a smart phone, I switched to Vodafone who have been everything Virgin has not.
Don't waste your time ringing them, you never get any meaningful help, just a chance to speak to someone miles away who doesn't care about you in the least. Their website was designed to make finding any useful links practically impossible and is very badly designed and unappealing. The script they read at you when you get through, is designed to make you get off the line.
VIRGIN MEDIA ARE THE WORST COMPANY I KNOW. PERIOD.