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What is the PIN/Passphrase that is needed for cancellation of Internet service


I chatted with an agent or two regarding cancellation of my Internet service. They sent me a secure form in which to enter the PIN/Passphrase.  I was clueless and hence could not submit the form. I dont remember setting up a PIN# . Regarding Passphrase, there is a passphrase on my Modem device which is basically my Internet password. Can somebody tell me what is expected to be entered in these forms to verify my identity?

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