Cannot sign into my virgin media account

My partner and I have blueyonder email accounts. I recently got a new phone and when transferring everything from my old phone to new phone a password was asked to gain access to emails. I typed in password and it came up problem signing in and to verify account. My partner can access his emails fine and I can still get my emails ok on my iPad and on my old phone but not my new phone. 

I then went to try and sign in to my virgin media account to generate a new password but i couldn’t get in. It came up saying we can’t link account and that password wasn’t verified and I don’t have virgin media account linked. 
I was then sent a code to type in to verify which I did and it came back saying we have found your virgin media account but can’t link it to your virgin media 02 account right now . 

I phoned virgin media on Wednesday which was frustrating as he didn’t seem to understand and was not helpful and said someone would phone me to get it fixed. Ive not heard from them since to fix this issue. 
Has anyone had the same problem or help and advice on how to fix it.

Thankyou