Hello ttalbot
Sorry to hear of the issues speaking to the team and passing security.
We understand it's frustrating but we have to ensure on every contact we're complying with our regulators in regards to Data Protection to make sure we're only ever discussing personal or private information with the correct individual.
When you spoke to the team, did they advise they would send out a password reminder letter? Please bear in mind we can only do this for Virgin Media accounts.
Rob