@Needhelp2024
Be aware that this is a community Forum, so there are several different levels of people who post on here.
Other community members such as GoSlow, who volunteer to provide support to users in their own time.
I've read some of GoSlow's other posts and he is really knowledgeable, although admittedly on this occasion he could do with re reading your original post.
VIP Posters such as myself and @coenoby are still Forum Members, but one's who have been accorded special status by Virgin Media because of the level of help we've provided in the past.
Forum Team members are Virgin Media staff who are tasked with providing customer service to users such as yourself.
Forum Moderators are staff who are tasked with policing the Forum.
Please don't discount the posts from community members. Many of us have had a lot of experience with Virgin Media, and in the past, I've worked with the Forum Team to solve some pretty thorny issues even before becoming a VIP.
Looking at your original post I can see that you have both virgin.net and ntlworld.com email addresses - the latter of which you don't use.
Here's the problem, while it's certainly possible to have created an account and having your virgin.net email as the sign in address, due to the way VM's system was previously set up, you cannot have both virgin.net emails and ntlwold.com emails as part of the same account.
Why?
because they were run as two separate ISP's
Virgin.net was a joint venture between Virgin Group and NTL utilising dial up and ADSL connections. The Dial up and ADSL sides were eventually absorbed by NTL/Telewest which eventually rebranded as Virgin Media. However Virgin Media closed both those services around 2015, any email addresses linked to either of those services are what is known as orphan accounts. VM do have sweeps of these periodically.
NTLWorld.com was NTL's own in-house email service for residential customers, mostly provided in cabled areas.
Where you had another email provider you could register that provider as your username for your NTL broadband account, this is how some orphan accounts appear "linked" to valid broadband accounts.
I say "appear", because in fact each individual internet account comes with a unique raft of email addresses linked to that specific account. Thus, the only valid combinations of emails that can be linked to the same account is as follows:
virgin.net and virginmedia.com (Former ADSL and dial up customers who are in cabled areas and successfully transferred their email profiles)
ntlworld.com and virginmedia.com (Former NTL customers)
blueyonder.co.uk and virginmedia.com (Former Telewest customers)
You cannot have ntlworld.com and virgin.net as part of the same valid email profile, nor can you have blueyonder.co,uk and virgin.net together either.
Hopefully if you can pass security for both the virgin.net email and the ntlworld.com account AND the original virgin.net account and the ntlworld accounts were originally set up by the same primary user, The Forum Team MIGHT be able to perform a move and transfer which will replace the emails currently on your broadband account with the emails created under the Virgin.net account. This will mean that any ntlworld.com emails and also any virginmedia.com email addresses created on your broadband account will be deleted.
It's not possible to move individual email addresses between accounts.
I appreciate you're already engaging with The Forum Team on this. It would be appreciated if you keep the thread updated and let us know the final outcome.
Thanks
ravenstar68
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