Unable to log in to email account since new Virgin/O2 log in screens

I am the primary account holder but my wife and i share a virgin media account and we both have separate email addresses. since i updated my log in to include an additional personal email addressas required now, my wife can no longer log into her emails. She types her address and is then asked to insert her USB passkey. Obviously she doesn't have one!! Then when trying to verify her log in using her password she is told this is invalid. 

We have raised the issue with the Help Desk who don't have a clue and after very long conversations say it has been passed to the IT department and that they will ring us. Evidently it is not possible to ring the IT deparment directly. Having heard nothing, we have rung again and been told they will contact us in 3 to 5 working days. 

These days it is not acceptable to be without emails for that long. Plus looking at posts on this forum it seems unlikely we will get a call back within 5 days.

Help!!  Any suggstions?