I have the same problem. I never received one of the new replacement SIMs that are being issued, as it was sent to an incorrect address. I'm therefore trying to create a new mobile account to register my correct address.
I tried using the forgotten email address/password option, but it informs me there is no account linked to my phone number and asks me to create a new account. I'm then asked for a security question which was never set up, and told to call the helpline. The helpline has a recorded message stating demand is higher than usual due to the COVID-19 situation, so after a few minutes I gave up.
I received another text message from Virgin this morning stating any existing older SIMs would be turned off at some point in the near future, so would like to get this sorted sooner rather than later! If anyone on here can help me out it would be appreciated!!
not sure if it will work for you, but when I set mine up I used the same email address as the one for My Virgin Media, and I capitalised the first letter of my normal password. It then let me go ahead and register.
Hope it works for you.
The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
Hi, I’m having the same problem as most people here, I signed up for the Oomph sim, but when i come to register my account online it's asking for a security question but I have never set one up. I rang 789 but it told me to go to the website, so I need some help.