Yes it is capable of being switched to 5G as it has happened already to people on here.
Whether the agent gets your account transitioned in the meanwhile is another matter.
The knowledge over 5G by some of the outsourced agents is poor to say the least.
Easiest way to tell 5G is enabled whilst in a none 5G area is to do a network search. If you see Virgin and Vodafone you are 4G but if you see Virgin and EE you are 5G.
On 5G you should also be able to use VoLTE
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks