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Unable to login to my account

Im getting totally hacked off at the fact ive been a loyal customer for over 5 years and decided to bring my 2 kids onto virgin mobile to join my phone and my wifes, ordered 2 new phones and they both arrived as they should have and now i cant log into my account or make any changes when i eventually get to speak to anyone.  Wanted to action the stac codes from my kids old phones and been told they cant as my account is locked, this has been going on for a week now and im being charged by my old provider when i shouldnt be.  Considering cancelling all my services inc tv and broadband at this rate as trying to sort this out is too much hassle and time consuming when it shouldnt be