Any help appreciated - locked out of email

[Tone45]

Hello I will start by saying I owed a small bill which I recently paid off and a extra 25 recconnecton fee I am locked out of my virgin email account it says it doesn't recognize the email iv tried everything but it's the same email I just used to register for the forums and I also received a email saying virgin are sad to see me leave but I don't want to leave I paid to stay any advice is appreciated 

[MOD EDIT: Subject title changed for clarity]

[Kath_P]

Hi Tone45, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there has been some confusion when it's come to getting reconnected. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,