I am having the same problem of not being able to register. It asks me for a security answer but does not ask a question when I try to set up my account.
I have been receiving text messages from Virgin telling me that I am being sent a new SIM card in the post but none has arrived. I am now being told my mobile phone will be cut off in 2 weeks. It is PAYG SIM.
I was trying to register so that I could sort this out, or at the very least, get a PAC code so I can leave Virgin and keep my phone number before I get cut off.
Please help! I have tried to call and was eventually advised to go to a branch but there is none near me and I don't know what to do!
Thanks, Steven L: the only phone advice I got from theVirgin operative, was that my email address (my user name) is no longer recognised, as I haven't accessed my a/c for a while, and that I should change my email address! My password is equally not recognised; and all attempts to change either fail, as it won't accept my a/c no., date and amount of my last DD, or my security question (it tells me Idon't knowmy ownmother's maiden name). It has been impossible to communicate with Virgin Media in any other way than to write a letter of complaint (twice).