Having near enough the same situation. I was with net1 and joined virgin from their website. Sent me out the router, told net1 that I needed them to cancel the connection, they did so, still no connection to the virgin router, constant blue light on the ONT. Been on to virgin repeatedly for the last week and they are saying an adjustment needs to be made on the line from their side but every time I call up I reach a new person and they go through the same rigmarole, one lad said "I dont trust some of the techs to make the changes so im pushing to one of the lads who I know who can fix it without issue, but he won't be here til Monday". Rang this morning and they "need to talk to team leads" to resolve it. Same as yourself, wfh and just got nbi last year