After phoning up twice and being put through all of the same tests, i've finally managed to get their phone operator to send me a new modem - Though one of the phone calls probably could have been avoided if my G11 keyboard supported a PS/2 adapter (and if i had one handy - to go to the Safe mode with networking)
Both operator asked me to do the same stuff, which is good i guess as one was probably seeing if the other had missed anything out, but slightly unecessary.
So i guess from here it's just connect the modem and then phone them to activate it?