Originally Posted by breakerfall

In that case, I'll request to have one sent out to me then. Hopefully that will fix this problem.

Brilliant - I'm on the phone again, this time, a different agent tells me I don't have to pay for the engineer to come out. Le sigh...

I'm just going to request that they send out the modem directly.

[edit]
Ok, apparently they're insisting on sending out the engineer (for free) now. They're telling me that because I already have an existing internet service with them, they can't just send me the splitter kit - I need to have an engi come out and do the work. I'm guessing that's not correct information either, but what can you do...