Unable to link virgin media account to virgin media O2 ID account

Brand new user, signed up to virgin media with my email account, tried to login online, was asked to create O2 ID - created it using the same email address, then was asked to map the two and getting this error:

“We’ve found your Virgin Media account

However, this account is linked to an email address that’s different to the one on your Virgin Media O2 ID.

If you’d like to continue and link your Virgin Media account to your Virgin Media O2 ID, please confirm the full email address your Virgin Media account is currently registered to.

We’ll then send an email to that email address to approve the transfer.”

I then write the same email I used for both accounts but it is saying the email address doesn’t match even though I literally copy pasted it from my contract document.

I tried getting support in person, I rang custom service and I'm yet to have this resolved, half a week into my trial period...