Email app password reset

It can only described as the most horrendous experience ever with any support department. So suddenly I lost access to my virginmedia account (via outlook) - saying I needed to sign in again. Trouble was I couldn't remember the app password, so went through the rigmarole of going to provide a third party email address to verify myself. Then I made a mistake by keying in the wrong recovery email address (for 1 I don't own). Now cannot reset my app password. No access to email for 6 days - it's used for volunteering work and also my work - no access. Three phone calls into support and as nice and polite as the folks are, nobody has a clue as to how to reset the recovery email address on my email account.