Moved Home - can't view new account

I moved home last week and after a few days finally got connected up. However, I noticed that rather than transfer my old account to the new address, a new account was created for me instead. No problem I thought. However, when I log in to my Virgin Media account, I can only view details for my old account (which states my services have been disconnected from the old address), but I can't see anything in relation to my new account/address to change settings etc.

After speaking to the online chat, they mentioned that I had to provide a new email address to view the new account. Surely this can't be right? Why can't I reuse my primary email address, why do I need to create a new one (which I wouldn't be using for anything else)? Why was a new account created for me in the first place rather than transfer my old one across?

Can someone help? This is completely unacceptable if I'm unable to reuse my old email address to view my new account. I can't be the first person ever to have moved home and transferred broadband across at the same time!