Do you have an active VM broadband service? If so, can you access my.virginmedia.com, and see what is showing in My Account >> My Profile?
Let us know more about what you are trying to do and where you are getting stuck (don't divulge personal details). It may be that the community members can help you, or if not, the Forum Team (VM employees) will ask for more information when they get to this thread in about a week.
"Sit tight and wait for the Forum Team" (message 5 above)
What do think that means? The Team will contact you by a further post in this thread. Each time you ask a question that needs to be answered or you post yourself you go to the back of the queue. So don't post again please. You'll learn rapidly how this kind of Community forum works!
Superuser 18/19. Use Kudos to say thanks Tick an answer as "helpful" only when the problem is solved Please don't send me private messages unless I ask you to. I do not work for VM. The advice I give is based on my best understanding of VM policy and practice. You rely on it at your own risk.
Thanks for waiting for us to reach you 🙂 I shan't know until I look whether or not we can restore access to your old email account. I've sent you a PM (purple envelope, top right) so that I can obtain the information necessary to investigate this 🙂