Okay, you'll have to wait for the Forum Team - they are VM employees and can view your account in detail and get this referred to the email team if conditions are correct to do so.
I will warn you. If the option is still available, you can only keep the emails from one profile - your old @virgin.net and any others created with it, OR the email addresses linked to your current billing account. That is how the system is designed, so have a think about what you want to have.
Cheers for popping by; sorry to understand that you're having issues with an old email address.
What @MissPasko has advised is correct - you can only keep emails from one profile so if we did attempt to get your old virgin.net email address back your current emails from your new profile would need to be removed.
It does sound like you have an orphaned email address (virgin.net) and as you advise this was from an old Dial-Up account. I must advise that the likelihood of being able to retrieve this email address is very slim - I am sorry.
Do let us know if you would like us to attempt to retrieve the virgin.net email address and wipe any that you have currently listed on your new account.
serious? slim chance? why all of a sudden does this happen. I have an NTLworld email also - is this going to just disappear too? You can probably imagine my desperation with now facing the task (if you cannot retrieve) of resetting dozens of services linked to this email - not only that everybody I have ever contacted with this email.