It is possible that the address/mailbox has been locked for security purposes. The telephone staff don't always know what to do.
As long as you are VM broadband customers and the address is linked to your billing account, this can be rectified quickly. Can you confirm?
Wait here for Forum Team (VM employees), who have the skills and access necessary to deal with it. They may take a day or so to reach the thread, but that is preferable to the telephone or text. They will get your personal details by private message, don't put that in the open forum. Best wishes.