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Online account registration/login

Hi we’ve been with virgin mobile for over 5 years now and always have issues with our account password. It has always worked when we go Into store but not online or over the phone. 
with stores now closed I’ve been trying to upgrade my phone online, however when I try to sign in, it says our password is wrong. We then tried to register the account just in case using phone number, name etc but the details could not be found on record and there was no security question shown. The password also did not work over the phone and we are bit stuck now without the option of going instore. 

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