Hello. In my case old Virgin accounts from 10years plus ago ( before Virgin transferred me to Talk Talk) were still active. These were somehow getting mixed up with a new account taken out by my wife. A Virgin Media assistant had to merge and close down one of the accounts, it's taken a lot of work and time by this Virgin assistant but as of a few days ago I am up and running 100% with emails. Apparently you can only have 1 VM account although it can support lots of email addresses.