Dereklad,
You are going about it the wrong way, forget on line chat and customer services.
If you have a Virgin phone dial 150 and follow the menu to "I am thinking of leaving" this will take you to Retentions and they are the one that will give you the big discounts.
A couple of weeks ago I phoned them, I was on Maxit TV, 200BB and no phone (cost £83.50pm), one of my EE accounts was up for renewal (cost £45.50pm). asked if I could go onto the Oomph package at the newbe price or close to it?
I am now on the Oomph pakage with the unlimited mobile sim and now saving £40 a mouth, with a much better package and to boot, I moved onto 360 and they wavied the £24.99 remote fee. I did have to pay the newbe activation fee of £35, but to save £40 a mouth it was a now brainer.
Give them a call.