[Kushan]

I'm glad virgin won't let people access my account by simply giving a vague guess as to what my monthly bill is. Sounds like the operator is doing their job, there.

If you don't know your password, then change it. You can ask them to do that, you just need to answer some other security questions (usually about your bill). It's not their fault you forgot your password.

And finally, the DNS thing....yes, while I agree it's better to use a 3rd party DNS server than rely on Virgin's, I don't actually think that's the issue that OP is seeing. Being unable to contact the DNS server usually means the connection itself is down, not the DNS server (Even if it's Virgin's).