2 months later still can’t access online account!

Exactly what the title says. I still can’t access my “my vergin media app” despite bring reassured it’s a glitch and if I sign up with a new email it will do it. It hasn’t. 

It repeatedly says “we’ve found your account email, object object” and then goes off. 

I can’t access my bills or request an engineer as my broadband is waaayyy below what I’m paying for and keeps dropping out when I go into rooms where the router isn’t. 

Im at my Witts end with it & I’m thinking about cancelling if this isn’t sorted.