"A number of system issues" is rather an understatement.
She was in a chat session online when Virgin's bad hair day started. The chat agent had reset the password to ******** and the idea was that this could then be re reset on the next login which attempted right there and then without success. Now the original password does not work, nor does **********.
This process has been repeated and repeated and the password reset email never, ever arrives. yes, the Spam folder has been checked as has ever other folder... no password reset email.
So, if you are able to sponge off whatever gunk is blocking the system and get the password reset email to come through, we can attempt to make some progress.
[MOD EDIT: For your security personal and private information has been removed from this post. Please review the Forum Guidelines]