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NTLWORLD email address gone

How is this possible?
I have two ntlworld email accounts.
One is the main account for my Virgin media account.
The main one no longer works.
When I log into VM I can log into two separate accounts.
When I go to the main account and click on email all I get is:
"Your mailbox is not available at the moment. Please retry again in one hour and make sure you are using the correct password to access your email from all of your devices. "
I try sending an email to this account and I get a bounce back.
This address is the main account holder address, yet I cannot access it.
If someone wants to PM me I can send screenshots of account number etc.
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