Hi jonesy172,
Thanks for getting back to us. I am sorry that you've had to speak with the team multiple times in attempt to get this sorted.
Have our team raised this issue with our IT team? If so, did they provide you with an IT reference? If not, we can get one raised for you.
Can I also confirm if you have tried changing your My Virgin Media password? I appreciate you're using the correct credentials however changing your account password will help to refresh your account.
Thanks,
Beth
Beth