Thank you for your reply. As I have only ever had the one email address for years and with ntlworld before you as my email shows, I fail to see how this can't be the correct one. Seems many other people are having the same problem with this according to your forum. So some thing is not right. Luckily I have a son in IT who will contact you to sort it so I will wait till then.
Have you tried to log in to My Virgin Media? Do you know what email address you set this up with?
If you don't remember your email that you set this up with then you can click on the forgotten user name option and once you have filled in the required information it will give you the email address in which you have registered for this and then you just need to enter your password.
if you are unable to remember this there is an option for you to click on forgotten password which will then ask you some security questions which you should be able to answer.
If you are unable to answer those questions to gain access we can reset the password from here and advise you how to reset this once you have gained access.