Both my other half and I were trying all day yesterday. My other half called 789 and they went through everything with her and then told her her phone was broken and have arranged for her to return it to them for repair, this will leave her with no phone as they aren't willing to send a replacement. The phone is less than six months old.
I'm not sure what we can do now, it's clearly a Virgin issue but getting them to acknowledge that could prove problematic.