A final message regarding this modem issue I've been facing.
After getting nowhere asking TS for help, an engineer was booked for Monday 27th to check the modem. I made it clear that as a teacher I could not get home until 4pm, and could the engineer get to visit after that. The helpful CS woman made a note of this.
Monday evening I got home at 3.45 to find that the engineer had left a note - already visited.
I tried to rebook a visit instantly, but because the visit hadn't been signed off by the engineer yet, they couldn't rebook. After a while, they arranged for a new appointment a week on saturday.
However, today I have phoned BT and they are coming to reactivate the line soon.
As soon as this is done they will sort out a BB connection for me.
I will be cancelling ALL my ntl services tonight, and moving to a provider who value their customers and offer helpful support.
Oh - and it was so nice to speak to CS that was helpful and polite to me.
Thank you ntl, and goodnight.