Email the CEO @
tom.mockridge@virginmedia.co.uk explaining your problem then someone should get back to you and hopefully help you out. I did this when a customer adviser (from a non UK call center) removed my mobile account after I got locked out, I think she could not understand me and me her so in the end after many calls and receiving the same reply sorry we can't help then after my email to the CEO my problem was soon solved.
Ps If this is your actual email address that you have posted may I suggest you replace it to something like
xxxxxxx@blueyonder.co.uk as it is never a good idea to post your email address for public viewing in my opinion.