I’m also experiencing this issue. I rang customer services at 8pm for help and they said they are aware there is a problem and would keep me updated but they fault would be resolved before the event commenced. The event started 90 minutes ago and I still can’t order the event and Virgin failed to keep their promise to update me.
It would appear that customer service isn’t something Virgin cares about so I doubt they will be bothered about another one of their customer leaving when my contract with them expires next month.
It is extremely disappointing when you have stayed up to watch an event you’ve ordered only to repeatedly receive the error message and by the time I saw the problem at the start of the programme no support was available! I kept trying through the night thinking the error would be resolved but still nothing at main fight time! I only hope now that the future charges showing on my account are removed!