I suggest the first thing to do is check the status of the ntlworld email address using an online checker such as mailtester.com
If that shows as available you may be able to regain access to the email account.
Are you a current VM broadband customer?
Does 'Outlook' have a method of accessing your Outlook account without this ntlworld account so that you can change the alternate address to a different one?
If you are not a current VM broadband customer all the VM staff can do is to ensure the address is closed completely, if that hasn't already happened.
_________________________________________________________ Graham I am a VM customer. There are no guarantees that my advice will work. To say thanks click the kudos thumb. If I have solved your problem please click the helpful answer button.
Yes it is still active. I am not a current broadband customer, only mobile. It could do with being closed off completely. I will try and contact outlook by email to get them to remove it as my alternative email. Many thanks for your help