HI Lesley09, thanks for the messaging us and we are sorry to hear that you are having issues with the online account. It sounds like the account is not regestered. Can you try to regester and see if you are still getting issues. Have you managed to get this resolved. Chris.
I tried to re-register too but still zero luck. Also tried contacting Virgin by telephone but because of covid they are so busy. Had waited 48 mins on the call and still no one answered, couldn’t wait any longer 😕