I have escalated to the VM forum team, somebody will be along in this thread to resolve it for you.
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
Good Afternoon @Apw1
A very warm welcome to the forums and thank you for taking the time to post.
I am going to drop you a PM so that I can take a look into this.