The system recognizes my phone number when I call. In the past, the problems reported have arisen from calling from a different phone than their primary number, the phone number is associated with more than one account, caller ID blocking on your phone, problems related to merging of Virgin accounts and associated phone numbers, and other reasons. See also:
MVPG line not recognizing my phone number suddenly
To what purpose do the automated responses really serve when calling?
Call Center Improvements