Email account hacked

Hi I would really appreciate some advice. On the 11th July my elderly parents VirginMedia email was hacked. The first they knew was when all their contacts received an email, guised as my parents, requesting gift cards. My parents made contact with Virgin and were advised that it would be looked into. Numerous phone calls later, it is still not resolved and they are becoming increasingly stressed and anxious. I really want to help them so any advice would be greatly appreciated. I have managed to help them access their account so they can see this package, bills etc but there is no way to access their emails or contacts as far as I can see. We managed to raise a complaint in regard to the customer service in relation to this but that is not resolved either. Ultimately we just want to know whether it is even possible for them to get access to their emails and, if so, how do they do that? Thanks in advance for any help with this…