I am also trying to notify Virgin of the death of my son. Completely hopeless via the web pages. Info page is out of date (saying choose option 4 from phone when only 2 options available!!) and then insisting when you do get through to have numbers from a password only my dead son knows. Really. Chat lines not available even though they are supposed to be open til 8pm. God help us because no-one at Virgin will.
I am left with the only option of signing up to this community to complain and writing a letter (try finding the address on the Virgin web site). So Virgin will continue to provide a service and will foot the bill as I have put a stop on all my sons bank accounts.