Changing from STB to Modem

I wonder if anyone can confirm/deny what NTL CS have told my chum.

He had a STB with TV and Broadband (has been a customer for years). He decided he wanted an extra STB, and has been given an extra STB and a Cable Modem.

When he tried to log in yesterday (after the CM was installed), he could not connect to t'interweb.

When he rang CS, he was told he needed to set up a new Broadband account with NTL (even though he already has one). Unfortunately, he has now set off to Australia for two weeks, so I am going round to his house to ring up CS and try and sort out this farrago - he spend over 8 hours ringing up NTL yesterday to sort this out, to no avail.

Any clarification from the wizards here would be most appreciated.

[MovedGoalPosts]

YOu are probably not going to be able to sort this yourself, unless your chum has told ntl that you are authorised to deal with his account - data protection and all that.

Modems and STBs allow connections to broadband in slightly different ways (you have to register the PC on STBs, you don't on modems) so yes I'd expect some new settings to be needed, but as he already has an account with ntl you'd want to ensure that, email addy's and the like are moved over.

Thanks, Rob.

I am going round his house today, and he has left all the info; for the purposes of the conversation, I will be him (obviously a slimmer, taller, more handsome version, but they won't be able to tell this over the phone).

All sorted now.

Nothing to do with accounts, activation, or anything like that; he has a router and wireless network - to make it all connect (internally and externally), it needed to be all powered off and powered up in the following sequence
1) Cable modem - leave for a minute after power up, then
2) Router & Wireless - leave for a minute after power up, then
3) Power up pc(s)

All working fine, even after I powered both PC's down and rebooted them.