Ntl world email hacked money demanded

[Sham2]

Hi hope someone can help 

I have a very little used ntl account, received an aggressive email locking me out of the account  ( cannot reset) demanding money via bitcoin etc etc

i have tried resetting password to no avail, I have called virgin and they tried resisting password again not possible. I have asked for the account to be closed assuming this still sits on the virgin servers. I am told a ticket has been raised and they will get back to me. I did have three calls with them having got cut off twice at around 45 mins hence my tenacity was somewhat depleted 

I am reaching* out to see if  there may be a quicker solution from much wiser heads?

thanks 

[Matthew_ML]

Hey Sham2, thank you for reaching out and I am sorry to hear you are having some email issues.

If an IT ticket has been raised this can take 5 working days to resolved and I am really sorry to hear you have been cut off twice. I am sure this wasn't  on purpose.

Either way I am going to look into this for you, I am going to send you a PM.

Please look out for the purple envelope. Thanks