Hi mariek1752,
Thanks for coming back to us on this.
I can see that y colleague Lee has already sent you a message to confirm some information with you to be able to look in to this further for you.
If you're unhappy with giving the personal information via the Forum then you will need to give the team a call on 150 / 0345 454 1111 instead.
You can confirm Lee works for Virgin Media by visiting this page here.
Thanks,