[Raider999]

Originally Posted by BenMcr

Because it's social engineering.

For instance if you know other details of a person already through other means, also knowing the account number could be enough gain access to My Virgin Media:

https://my.virginmedia.com/forgot-details/username

Ok so call Virgin Media yourself and ask if they have contacted you or not.

If they have then you will know it was genuine and you may still get the V6 if you explain your actions.