The VM Forum Team should be able to help you with this when they reach this thread.
Whilst waiting have you tried resetting the password for the account as this can sometimes resolve the issue.
Sign in to My Virgin Media, go to My Profile and/or Manage Accounts depending on whether the account concerned is your primary account or an additional one. Select the account concerned and then click on Change to the right of password if a primary account or View/Change then change to the right of password for secondary accounts.
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