Need quick answer please miles upgrades

I have a PE S class ticket purchased through a travel agent, however virgin are telling me now only a W class is eligible. Is this true I have checked booking classes listed here and it says either should be fine.

There is no mention though of if the booking has to be with VS directly though.

[mitchja]

Net S fares (those purchased via a travel agent) are not eligible for upgrading using miles.

Only S fares purchased directly from VS can be upgraded with miles.

Same fares code can and do have different restrictions depending on where they where purchased.

Thanks for the quick response.