Thank you for your post and welcome to the forums.
So this would be the 'Password' when calling the team, when you set the account up you would have been asked to set a password. As this wouldn't have been done without setting one as of security and DPA reasons. Can I ask if you have managed to do this?
Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk