no they can't but you still need to get it sorted out!!
this guy... Steven Birnie is the Call centre manager for customer relations who deal with discons, try emailing him
Most ntl internal email addresses are first name dot surname @ntl.com try it i'm sure he will reply to you and sort this out for you
contact name taken from...
http://iccoventry.icnetwork.co.uk/01...name_page.html 