Can't get into Virgin Media app

the 1st installation had been cancelled. So, I left it till March this year and contact via the app, and was in contact with customer services. They arrange new installation date which I agreed to I then get an email to tell me to log on to my app so I can track the installation but because I'd started a new account  when I try to sign in on the Virgin app it keeps signing in to my old account which is now closed. I contacted and was told to use another email address which I did and still goes back to the old account. I did not want to change the email address but I did. I contact virgin media again and was told it was a technical problem and they would be in touch in 7 working days. After 14 days I had to call back again go through the same problem and told it would go to the technical team to sort out and be in contact in 7 days ( see the pattern) 8 days passed and again I had to call I’d had an email to say by 1st bill was in and to check it go to the app ( what a joke) I again rang virgin media and was told “you can ring us to find out about your bill “  to which I replied “ I shouldn’t have to call you which is also costing me” I again went through the problem and again you guessed it going to the technical team and to wait another 7 days. In the meantime, by broadband keeps dropping out and guess what to get help I need to use the app. I feel I’m going round in circle and not getting anywhere; someone please help 

Can my email address be de-linked from the old account and attached to the new one so I can see my bills/settings etc thanks