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Joining in

I received an email telling me my current broadband package is due to change and have tried to contact virgin to discuss what is available to me. I cannot remember my memorable word and I cannot access my account - it says each time my email address is not recognised, even though this is the email address I have received the email on. I have tried adding my account number and area code but it continues to tell me it is not recognised, even though this is again the same information off my email I have received from Virgin. Can someone please help me?