Hi IanB6 thanks for posting and welcome to our community.
Sorry for any confusion around your password and sorry to hear you're having issues with your service. Can please confirm if you're referring to cable or mobile? What issues are you having please?
Also as referred to by yourself the word you use to help us verify you over the phone or when you contact us, is not necessarily one and the same as the word you use to sign into your online account? Are you the named account holder for the account you're having issues with?