[ivanwilson]

I'm asking this on behalf on my neighbour, here in Belfast. They've been customers for about 10 years and I think have a 4mb connection. On Saturday when they tried to log on they got a page stating something along the lines of welcoming them as a new user. They were asked to enter their surname and postcode. When they did this the next screen said there was no record of this name/address. They can't get any further than this and I'm stumped. They've been on to Virgin support all weekend and the advice boils down to switching of for a while - 3 days !!!

Any help would be great, thanks