Forgotten password for ntlworld email accont

Hi,

I have an existing ntlworld.com email account which I cannot access as I have forgotten the password. When I set up my account many years ago I created a main email address (which still works) and a second account for my parents to use, and for which I have forgotten the password. When I try to access this second account in'My Email' it tells me that the password for that account is incorrect, so it recognises the account but not the password. If I try to reset the password it tells me to log in to My Virgin Media account. When I do that I can see my main email account but not the second account. If I then try to add the account it again tells me that the password for that account is incorrect. 

Can you please send my a link or advise me on what I need to do to reset the password for this account and regain access. The account obviously exists.

BR,

Gazzygazzy