Hi there @Clare77, thanks for reaching out to us and a warm welcome to the Virgin Media forums.
I'm sorry to hear about the issues with My Virgin Media.
It may be that the email is still associated with the previous My Virgin Media.
I will assist you on this and get this sorted out.
I will send a private message - watch out for the purple envelope inviting you in.
Hey @Clare77, thanks for speaking with us today.
I'm glad I have been able to assist to help move forward with the next steps to get this resolved.
As agreed we will check back in a few days to see the update on the status of this issue resolved.
Hopefully it can all be resolved and you can then use My Virgin Media.
Let us know if you need anything else.