Unable to reset password

I have been logged out of my emails on my phone, when I gone to enter the password nothing I put in is correct. Went to the virgin website to do 'forgotten password'  I put in my email which is a virgin email date of birth & answer to my security question, double and triple checked everything is correct but it constantly tells me something is wrong and I can't change my password. There's no option to verify another way. Called Virgin and wasn't too helpful. 

All of the info is 100% correct as I used my memorable word when I called, so I'm at a loss of how I can get back into my account? So currently have no access to my e mail or VM account.

Has anyone had the same issue and been able to fix it or could someone provide some help?