My advice is to call 789 from your handset and listen to the announcement when you get to the point stay on the line for Virgin mobile you will need options 5.
Once you get an agent which may take sometime so its best to hold on tell them all the issues you both are having. And let them know if the device are your own or supplied via Virgin Mobile..
Ask for a reference number also, they more likely tell you to do an array of things to see if it resolves said I issues.
You both need to do this for each number.
Good luck.