OMG they are so infuriating! Spoke to two more people tonight (India and America??) and got nowhere - when quizzed on the technicalities of why an engineer must visit I could almost hear their heads exploding!
Anyhow, got put through to customer services and a lovely chap has booked me a Saturday slot (these were previously withheld from me) for the engineer to come and "install" my service.
Might as well get them to sort out the dodgy wiring they did when the originally installed it
p.s. What dongles are you on about? EDIT: Found it - USB Wireless N dongle.