NTLworld email query

I suspect that my issue is identical, or at least very similar to this, although not being tech savvy, I’m not sure, so please be patient with me ! 🤣

Last week, when trying to access my ntlworld e-mails, I could not log in using my ntlworld e-mail address, but instead had to use a secondary address of gmail.com.

The problem then was that I was taken to my gmail account, which I never use. Fortunately, and don’t ask me how I managed it, but I somehow managed to link my ntlworld e-mail account to the gmail one, so I can at least access my ntlworld emails. My issue is that I have not been able to import all the folders I have created on my ntlworld account, a lot of which are very important.

I have conversed with Virgin via their ChatBot, and was given a ticket number, but as sure as night follows day, I have predictably not heard a peep from their legendary ‘No Helpdesk’ in the five days since. 

Please can anyone enlighten me as to whether this is a Virgin wide issue, and/or advise me on how to solve the issue ?

Many thanks in advance.