with ntl you need to have the modem unplugged until told to plug it in and switch on and off etc. Tell him to keep restarting the system and it may repair itself I sometimes have to restart up to 10 times. If this fails and he is unable to get into safe mode he will have to put his windows cd in and boot from it. 1 option is then to repair windows rather than reinstall. Not that it is any comfort but I was really pleased when I moved and came off ntl.