Manage linked accounts issue.

Evening all

Mum, dad & I have had blueyonder login credentials being long time customers (dad being the account payer). When virginmedia was created we kept our blueyonder login details and generally didn't have many log in issues however there was a period where dad was having trouble logging into his emails. I had the main web access to the account (administrator basically) as there used to be an option to create/edit and unlock all user accounts. Mum and dad have always used the blueyonder email system as their primary email accounts whereas I have never really used the email system. When Virgin & O2 merged we all created our Virgin O2 IDs and mum and dad carried on using their emails (I haven't used the email/website in years).

Dad has always used Outlook to read his emails and on 02/12 received an email from Virgin media O2 to say "Your Virgin Media O2 ID has been locked". So dad called virginmedia help line and the guy unblocked the account and we had to log on and create a new password for dad. When he logs into the Virginmedia O2 website we can log in but it will come to a "Link your Virgin media account" page and when we click the button to do so and fill in the account holder surname/account number and area ref it tells us it is linked to my account and if we would link to continue we can transfer the account (we have transferred the account to him and then back to me as he still couldn't access his emails it would actually access my old blueyonder email account) so now when logging in to his account we don't go to "link virgin media account" we go to ID and security settings.

Under manage your products it looks exactly like my mums managed linked accounts page except for dad doesn't have "virgin media mail account"

Mums page

Dads page

Not being involved much with Virgin media's O2 webpage this sounds like his blueyonder email account isn't connected to the Virgin media O2 user details, correct?? If this is the case how do I link his old Blueyonder details back to his Virgin media O2 details?

Thank you for any help you can provide.