not a fucking clue
this is the reply:

Thank you for your email. We understand your situation and apologise for any inconvenience caused. We would like to inform you that we as a web support team do not have access to the facilities to replace the modem for you. We request you tocall our Broadband Technical Support on 0870 010 2462 options 1-5-4-2(lines open 24 hours a day, 7 days a week, calls charged at national rates) who can help you with a new modem, if all the necessary diagnostics have been done as we being a web support team have very limited access to the tools and are unable to help you with the new modem.