account numbers and billing

When setting up my account I ordered a router to the wrong address, I have then collected it and plugged it in while waiting for a new router. The virgin team helped me professionally at this stage, but have received a bill to the incorrect address with additional late fees. It has not been possible to log into either accounts via the respective account numbers on the app or Web to fix the issue and when I phoned only the address on the bill was corrected not the account details or my direct debit.