One explanation is that you have been hacked and the hacker has changed key data. So your answers are now wrong.
Another is that virgin have somehow corrupted the data on their server.
In either case you will need virgin to work with you by phone or letter to reset. Into
What is the most damage that a hacker can do with your email.?It may be hard without having email access but can you change credentials on all finance sites,, papal, ebay... Better safe than sorry and virgin may be slow to escalate to someone smart enough to fix it.
In most cases you should be able to phone and say I think my email has been hacked, please help protect my account.
Then use 2FA for security with a new account Get yourself a free Gmail account that you can ask those sites to switch to.
Longer term, if this gets you off of virgin mail and into something independent of ISP and more reliable, it may be a blessing in disguise
Sort of. You will probably get some dumb offshore script reading person with no skills or authority. Better to call in office hours on monday
Use sunday to call banks, eBay, papal... Wherever you may be at risk. And to make a new Gmail account, that only takes a couple of minutes. Link it to your mobile phone number for security. If you are not a Google fan, go with an outlook.com mail which should play nicely with your outlook client.