Thank you for your post and welcome to the forums.
Are you still experiencing issues with your broadband at present?
Just going off your post and the information provided it would look like your partners email address is the one used for the account. Do you have an online account which you can access through our website? As that would allow you to change/update any email address. You also can check any issues in your area through this link, by just popping in your post code: https://www.virginmedia.com/help/service-status. The app wouldn't indicate what the fault was, it would direct you to what the link provided would do, also the same through your online account.
If you don't have an online account, I would advise for you to register for one - that would also indicate the email address that is set up on the account, as when registering it would be able to tell if it was the right one or not.
Please let me know how you get on.