[flatley]

Thanks for the replies but unfortunately they don't help.

I've never set up a password with Virgin - my account was inherited by them from ntlworld.

I am being plagued with texts and emails about sending them kit back - which I have done and have the tracking ID. If I reply to these comms, they are just ignored.

I've tried the online chat but that's hopeless - they don't understand what I'm trying to tell them. So, they direct me to customer services who want that bloody password.

I've never met a company so reluctant to speak to its customers.

If any one has any ideas of what to do next, I'd appreciate it.

I just want to speak to someone! Very close to me telling them to shove their account. Shame as I've been with them for years.

I've just sent them this:

Look, I've replied to you via text and email and I get no response. The kit is on it's way and I have a tracking ID. Will somebody please phone me as I need to speak to someone - customer services cannot be reached due to wanting a password I don't have and my landline doesn't have a hash key on it.

I want to speak to someone, not a bot or someone who doesn't understand what I'm trying to ask in your online chat thing.