Contact 2nd line directly using the newsgroup support.
They should be able to give you more info or get you more info.
http://www.virginmedia.com/customers...setting-up.php
Shows you how to set up the newsgroups.
The group you're after is
virginmedia.support.broadband.cable
If you post the reference number, they have approx 4 hours to reply
and are there from 8am - 10pm
HTH