This is one of those cases where the phone agent is being optimistic and chat is being more realistic.
For baggage, what matters is the marketing and operating carrier on the long haul sector, and whose baggage rules are applied at check in. On an itinerary like EDI to DOH on Qatar, then DOH to BNE as a Virgin codeshare, Qatar usually applies the baggage rules for the whole journey at the first check in, but elite bonus allowances are where it gets tricky.
Qatar Privilege Club Silver extra 15kg generally only applies when the sector is both marketed and operated by Qatar Airways. On codeshare flights operated by another airline, that elite bonus is often not honored, even if the ticket has a QR flight number. Virgin is especially strict about this.
That’s why chat is saying no, and why you’re getting mixed answers. At the airport, staff will usually follow what’s in the system, not what a phone agent told you. If the allowance isn’t showing on your booking already, there’s a good chance they won’t accept the extra weight.
If you want to be safe, pack within the standard allowance. If you want to gamble, bring proof of your Silver status and hope the check in agent is generous, but I wouldn’t rely on it.
Unfortunately, this kind of contradiction between agents is very common with Qatar.
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