You can either choose to wait up to two weeks for a response from a member of the Forum Team (they can assist with the matter.) Or ring 150 from a VM phone / 0345 454 1111 from any other phone -> Option 1 -> Verify your details when prompted for them -> Option 4 -> Option 1. Ask them to look into it, it could be as simple as the wrong email address for you being on record (ask them to spell it back to you to check that side of things.) Also, check your email's spam folder just in case it ended up in there.
______ Any opinions expressed by myself are entirely my own and do not represent Virgin Media in any way.