I not have to wait for a written letter which will magically fix this issue.
I doubt very much the letter will fix the issue with your email.
Like all organisations, VM are legally required to carry out a security check when a customer phones in to ensure that they are talking to the account holder and not just someone claiming to be them.
When you call Virgin Media Customer Services they ask you for your "memorable word" that would have been set when you first took out your contract with VM. Not surprisingly a lot of people (me included) have long since forgotten what that is.
Therefore the agents the ask additional security questions (such as details of the last bill) to confirm that they are talking to the account holder.
So, long story short, I would think it is likely that letter will just be a reminder of your memorable word so that you do not have to go through the full security check the next time you call customer services.
By the way, if you could give more details about the email issue, such as the error message you are seeing then someone here might be able to help you without the need for you to go through the CS experience.
A good start would be to try to sign into the email account directly from this link https://mail2.virginmedia.com/ and post back with the error message that you get.
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