I am a virginmedia field technician and my advice is based on my experience in the field or my personal experiences with my own equipment at home. If you think my answer was helpful to you please mark as helpful or consider leaving some Kudos.
Darren Hollands area field tech Guildford
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Got through to a nice chap from Virgin working from home reasonably fast in current climate of lock down who got me back in. He said it did not look like it had been hacked but I'm suspicious the only online shopping still using my virgin email had tried to buy stuff around the same time I got locked out. Also I was unable to get in using my account number and billing details whilst the password was coming up as incorrect....
Solved for immediate issue now but suspect connected to recent virgin data losses.
follow all the advice in the link I posted, and do an all round security check of your whole network. Be sure to use NEW passwords. Consider changing important online access to a different email address with better security.