@Billy1960
Speak to customer services, via social media and they will be able to confirm your Virgin Account Details, and get it added as it is usually down to your o2 account and Virgin account details not matching:
just send them a message on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)
- Xperia 1V - o2 and Spusu
- Pixel 8 Pro - o2 and Vodafone UK
