In password security, the longer the better. With a password manager, using more than 24 characters is simple. Unless, of course, the secure password is not accepted due to its length. (In this case, through STOVE.)
Possibly indicating cleartext storage of a limited field (which is an absolute no-go), or suboptimal or lacking security practices.
That really sucks
I feel like it is cases like that were community run infrastructure can really help. It provides decent service and puts pressure on the local ISP to do better.