No Access to VM Web Mail & VM/O2 Link ??

Following the tie up VM/O2 my wife can no longer access her Virgin Media Web email.

I spoke to the help centre who told me how to access the web email for myself which was a success, I explained my wifes email was also not accesible, however I was told to use the same process for my wife.  In doing so the system wants to link and create a VM/O2 account for my wife ( I already thought she had one but who am I to question this).  I try to do this but it tells me my wifes telephone is linked to another account (Mine) and requests I release it via an email link so it can be now linked to my wifes VM/O2 account which I agree to and also verify the action just taken, however nothing happens except the count down for the approval of the link switch just keeps running.  I do this in the vain attempt to access my wifes web mail for her to look for messages she is not receiving but expecting.

I think you need to have a masters degree in IT or be an expert in hacking to navigate the email systems now. 

I am slowly running out of patience can someone for VM and or O2 please help and sort this out.