I am locked out of my Virgin Media email after the Virgin to O2 login migration, with no self-service fix

Hello,

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Summary of the issue:

My original Virgin Media email mailbox still exists and works via IMAP (I can access it in Windows Mail using the original Virgin Media email address and password).

However, webmail and account login are impossible.

When I try to log in on the Virgin Media/O2 web portal, I am told my Virgin Media email address “does not exist / is not valid”.

Password reset attempts send recovery emails to an old business email domain which has expired and is now owned by a third party.

I do not have an O2 email address and never created an O2 ID before the migration.

Why this is a serious problem:

I cannot log in to manage my account or email security.

I cannot change or remove the recovery email.

Bills and Recovery emails are being sent to a domain I no longer control, which creates a personal data and account security risk. I have tried to no avail to seek help for this as soon as my pc wasn't automatically able to access my account last year.

This appears to be an orphaned account caused by the O2 migration, not a deleted mailbox.

Important technical detail:

IMAP access still works, which confirms the mailbox exists. Please do not end this or I cannot reply

The failure is with the identity / login layer, not the mailbox itself.

This suggests the Virgin Media email was never correctly associated with an O2 ID during migration.

What I need help with:

Manual identity verification

Manual creation or association of an O2 ID with my Virgin Media email OR

Manual removal/replacement of the recovery email address

There is no way for me to resolve this through normal password reset or login flows.

I would really appreciate a moderator escalating this to the Account Security / Migration team, as first-line support has not been able to understand or resolve the issue.

Thank you for any assistance.