@mrstretchy Just to reinforce the message from newappolo the phone system is asking for characters from your customer verification phrase. This will normally be different from your account password unless you chose to use the same one (not a good idea)
If you don't recall it just sit on the line until the system transfers you to a staff member. They can ask alternative security questions and if necessary get the passphrase reset for you.
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I've been a customer since the days of NTL and i don't think i've ever had a reason to phone up so i can't remember my Account password. One came to mind but i think it was from when i had a virgin mobile phone account - but it didn't work.
I want to discuss canceling my internet. I don't need super duper fast broadband as there is only myself and my son and he spends more time away now. I've noticed i can get slower broadband for nearly half the price.