Thanks for the reply Zach.
The account is in my name but my wife has the sim (I have work phone).
Package was internet + sim.
I spent a long time talking to the call center about this and they said a new sim would be delivered. This was end of Jan.
But nothing received and no email confirmation of this.
Yesterday I received below email from Virgin.
We've got your request to cancel your Virgin Mobile contract. Everything's sorted.
We'll cancel your contract on 12/02/2022 - 01/04/2022 as requested. Until then, we'll bill you as normal and you'll have Unlimited Minutes, Unlimited Texts, 15 GB Data to use a month as usual.
Now worried that my wife's phone will be cut off.
Can you please clarify what is happening with our account?
Call center have not been at all helpful so far.
Seems they are incentivized to meet some targets regardless of customer wishes.