[gunner45]

This problem looks very much like an orphaned ntlworld sub‑account, i.e. it has lost its association with your main Virgin Media O2 ID. As the VM Community Forum is gone and as an agent is unlikely to help, perhaps a WhatsApp message explaining the problem and hopefully someone in IT will be found to fix it.

If you regain access to the ntlworld account to extract your data, you should immediately migrate all personal services to an independent provider (I like Gmail but there are others).