Cannot access my Virgin Media account.

I cannot get into my Virgin Media Account.

It wont recognize my password or give me an option to re set.  I get sent a link to my gmail email but when I follow it, I get taken round in circles. My husband is 86 with co morbidities and the virgin email is the one that his GP Surgery use. I could not access it last night and still having issues today. CS told me that they are no longer allowed to 'take control' of my computer, with my permission. I was given a code that they said would last 24 hours but still cannot get in. 

I confess that I am not that technical and access Virgin Media via my computer.  The guy is raising a ticket with 'Technical Support' who will contact me within 5 working days!!! I would point out that my husband is a 'vulnerable person' and he could miss medical appointments. I realise that Virgin media are phasing out email support but they need to be honest. I will  move my husband's email now over to Gmail but it wont stop any generated appointments and may take a few weeks to contact all the medical professionals involved. 

Has anyone any idea why I cannot get in even with the code? I honestly think I have typed it correctly although it is very long. Apparently Virgin staff no longer allowed to access my computer to offer more help but have to tell the customer what to do. In fairness, the guy did try but I honestly cannot understand  what  is going on or how to put it right.  Even if I phase out email I will still need to get into my account.