I want to thank you for your help, very much appreciated!
however, I still have the issue. In total I have been on hold for over 1 hour 20 to try and sort this then just as I think someone is answering the line goes dead.
I do understand that under COVID things are different however, I only moved to Virgin as COVID lockdown start and I have multiple problems none of which have been resolved easy. Not happy at all. Seems to take days if not weeks to sort problems out, if you ever get to talk with someone.