Hi @fletcher-c1
You can either:
A)
Call Virgin - 789 or 150 from any Virgin Handset or Virgin home phone or call 0345 454 1111 from any other phone and the team will be happy to help.
or
B)
Try the new Virgin Mobile text message help service. Send your query to 07533016422 and they will message you back.
Messages are free when sent from a Virgin Mobile connection.
We're open 8am - 10pm Monday to Friday, 8am - 5pm weekends.
Hope this helps 😀