All I can suggest is to try Virgin media's newsgroup support, instead of telephone support.
For how to setup outlook express for newsgroups:
click here and the group you need to subscribe to is:
virginmedia.support.broadband.cable
remember to read the, subscribing, reading and posting to newsgroups sections (links at bottom of the above setup instructions page, linked above).
Post on the above newsgroup with a description of your problems and see what they're got to say on the matter.