After a very long webchat, their final suggestion was to completely 're-register like a new customer would and when it wouldn't let me use my old email address I refused.
I decided to try to generate a four word password and try to access my email through my kindle..and it worked, it even let me send an email, which it didn't before! The kindle email app is a bit dodgy.
Next thing, my partner found that they could access emails on our laptop.
It's almost like the VMO2 IS programme has a series of "sticking points" and/or can be very slow to update and things miraculously happen! Only took a week.๐