Locked out of Account

Over the last few days, I have been totally locked out of my virgin media account. On asking to enter my password says that it does not exist. I have had it and been a customer for nearly 40 years. It is a @ntlworld.com email address.   I am in my 70's and really frustrated that all I get from VM is press the link and sign in. I need to speak to a human. Have used all the numbers I have found including the customer service number of 0345 454 1111 and all it wants to do is send me tp methods of payment, bill is up to date.   On a similar note my O2 account has hacked about 10 days ago and a new phone and credit deal was set up for £1000, but O2 fraud department sorted that out for me by speaking to a human operator.

Any help would be welcome

Adrian