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Unable to login to account even after resetting password

I'm helping out my elderly parents who have been with Virgin media with the ntllworld days.

Their bill recently went up (I assume it was on a promo deal which expired) so I offered to help.  I want to login to their account. My dad has not been able to do this for some time.

His account seems to be setup with two email addresses: (I can see this when I click forgotten usernames) 

When I try to login with the Gmail email address the password is not recognised.  So I proceed to reset the password. That appears to be successful as in his Gmail inbox there is a confirmation email from Virgin media.  I again try to login with the same username and new password and get the same error message (password / username not recognised).

I suspect this account is somehow still registered with the old address however his Gmail account no longer receives those emails.

I tried to phone virgin media earlier today and after 40 minutes on hold the line went dead.

Anyone got any suggestions?


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