Legacy ntlworld sub-account locked in a recovery tool login loop

[Robert Corkin]

My legacy ntlworld sub account is stuck in a loop and I cannot log in to it to see my emails. When I use the direct Identity Recovery Tool, it accepts my username and my security password perfectly. However, instead of taking me to the screen to link a new third party contact email, it immediately drops me back to the main login loop. The sub account is also completely missing from our primary account holder's dashboard profile. I need please a Forum team member to escalate this to the IT team to manually link a new non Virgin contact email to my ntlworld profile so I can generate an App password. Thanks in advance.