Thank you.   I have now resolved this by the method Graham suggested.    The trick was NOT to try doing it using Chrome as the browser.   Phew!! 

What the hell!    This is crazy!    I’ve got important legal Documents on here that I need access to!  I’ve tried calling Virgin but gave up after over an hour of being in a queue 

Thank you Graham.   I’ve tried that but it won’t let me do a password reset.  I’ve tried but it   Asks for my date of birth & mother’s maiden name & wont go any further than that.  No error message- nothing at all happens 

Can’t even get as far as putting my ntlworld email address in!   Help!   I have important documents saved in this account