Thanks for your post and welcome to the forums. It's great having you on board with us in the Community.
In order to begin to register for My Virgin Media, you have to enter account details as well as the Surname of the account holder so it's very unlikely this is a mistake.
Is the email address a generic Virgin Media one? If so then this would be the address you were assigned when joining.
If not, are you the account holder? Or have you recently had the account transferred to you?
Let us know.
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