Hello there Shazrobo74, thanks for posting here with your issue.
Sorry to hear of this confusion with the password, is this the one we request over the call when you ring 789 from your mobile or other please?
We always set up a memorable word for your account security, this is only used when you wish to get in touch with us and ask about your bills and services.
Let us know so we can best advise based on this, happy to help.
