virgin using obsolete email address for pre-contract docs

I have had this problem in the past but thought it had gone away as virginmedia now contact me using my normal virgin email address. However, I was looking to renew my contract (I'm out of contract) and they've got an obsolete bt email address plumbed in to the pre-contract docs, which I can't change it seems. I can't get rid of the bt email account either, but I don't use it, although I can still get into it -  it's filled with spam. They may be using this address because it was on my original contract but they know it isn't my proper email address and the bt address doesn't show up anywhere in my virginmedia account details.

How can I stop them using this obsolete address and get the pre-contract docs sent to my proper email address?

As a supplementary matter I've been trying to order a replacement remote control for my Tivo box through my virginmedia account and they won't let me do that either. The current one is damaged (most of the numbers etc have rubbed off). I get as far as a message saying that a new one will be sent to my address in 2-5 days and when I try to proceed with that it just says something has gone wrong and I should phone. I can't phone, as I'm stone deaf and previous interaction with the chat  online 'facility' has gone round in circles for an hour with them eventually saying fairly rudely that they didn't have authority to do whatever it was and to use the phone Relay service. I have immense problems using that as well, although Virgin seems to think it's easy - it isn't, as you have to juggle a phone and a laptop and deal with a text operator at the same time. 

Are there any humans at Virgin who might be able to help with these issues without my having to go round in constant circles on the website, which doesn't assist with these matters and without having to tackle online chat or text relay?