now that sounds bad. no wonder there are many people who are not happy with NTL. I would suggest trying to sue them as its unfair that they first of all say its a fault with BT (which I hate as I work for BT faults) then they dont even bother helping out their own customer in cancelling the contract. and if you sent the modem back in the 7 days cooling off period then you should be allowed to cancel the connection. I know that when I worked at BT Broadband if a customer wanted to cancel their connection they had the right to do this..even if it was after the 7 days they could cancel but they would have to pay a fee which is about £20 I think. so NTL have not made themselves look good by doing this. tell your friend she should threaten with legal action and hopefully that should make them realise what they have done is wrong. Good luck.