Hi, we have an old ntlworld account registered to us at this address we suspect has been hacked. We will be moving all registered parties to our virgin media account but would like to secure it in the mean time whilst retaining access until we can cease using. I have tried calling and using website to no avail.
Then come back if anything doesn't seem right and explain more about what is going wrong (but don't post personal details here on the open forum). I can't tell from your description whether the ntlworld email address is linked to your VM broadband billing account. If not, then read this information