Hi Dogsden,
Really sorry for any upset that this has caused and the trouble you're having getting a resolution on this.
So as advised, you can use the service outside the UK but as per our roaming policy this shouldn't be done on a permanent basis. Also regardless of where you are, we will certainly always do what we can to help so I can only apologise if you've been advised otherwise.
We do have some options as you're outside of the UK, we can send the SIM to a UK address and this would then need to be activated and sent to you, but within this time you would have no service. If that is something you want to do then let us know, but again we can't guarantee you'll always have service outside of the UK and it's best to have a look at our roaming help page here.
The other option is if you don't want to keep using the Virgin services is that we can provide you with a PAC, but you would need to use the credit before doing that. The PAC can also only be used to transfer the number to another UK provider.
Please let me know what you think or if you have any further questions, I can assure you we'll be around to help.
Thanks.
Emma_C - Forum Team