Can't access account - verify by email

What on earth is the virgin media O2 sign in verify yourself etc by email for it was fine as it was as if I don't have enough trouble trying to get my sons account sorted I can't even get into my own one now it's saying password not recognised soo I am on a loop I verify by email but can't go back to original screen so there's a countdown only so many more attempts why can't we get help on phone I'm in my seventies I struggle with this so don't know my memorable word either somone help me pleeez 

 

[Mod - title edited for clarity]