And to amplify a little if you are no longer a VM broadband customer or the address is not in MY Virginmedia (because it relates to a former VM account that you no longer have because you have has a break in service) then you will have to post back here for more help. But Natalie_L has given you a great starting point.
As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.
Mintyafta8, I have sent you a private message in order for me to get some further details for the account. The message should appear available by clicking on the purple envelope on the top right of the page.