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I can't get a mortgage cause I have default on my credit from this company

So I went to see a financial advisor about a mortgage yesterday and I can't get one because I have a default from Virgin media on my credit! I just want to speak to an actual person over the phone about this but why are making so hard to get a real person over the phone! I can't remember the password it asks for which I tried 3 times and it won't let go any further because it just keeps asking for my password! Appreciate any help

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