Chris

<< Assuming you have a filter
which you know 'works' try that first. >

yes, next step.

<<What I don't quite understand is
why AOL do not appear to have someone dealing with new installations
capable of walking you, or rather your friend/relative, through tests
to determine BT have done their bit correctly at the local exchange.
It sort of dovetails with recent news items about AOL customer numbers
being on a downturn.>>

Indeed. Tho the consistent complaint on the mailing lists I have checked 
has been of poor helpline service, going back a  year or two. More on 
her conversation with the AOL helpline---she literally could not 
understand him for a few minutes and then things got a wee bit better 
but they still had gaps in what was coming through from him. She asked 
to speak to someone else and there was silence for a minute then he came 
back as if nothing had happened. I mentioned that she got my 12 year old 
to talk to him too, because 12year old is reasonably comfy with 
computers and sat with me while we got her old laptop to talk to my 
Wanadoo wireless ADSL box so she could share the connection.
Friend said yesterday that after the helpline guy telling her she needed 
a network card, she called Dell to check if her machine had one or not. 
In contrast to AOL, she had no problems at all understanding the Dell 
staffer. But he told her she needed a network card and offered to sell 
her one. For £56!  FFS! I said I was pretty sure I had one laying round 
somewhere she could have for nothing if she needed but I still can't see 
why she would need one with a USB modem.
Anyway, they are coming to visit tonight and I'll ask them to bring the 
modem so I can check it works on my connection with one of my filters. 
If it does, I'll loan them one of my working filters to try it 
themselves over next day or two. After Xmas, if no joy, I'll go up there 
and work some more on it. I agree that the helpline supervisor will very 
likely be getting a call!.
Thanks everyone for all the advice and

HAPPY CHRISTMAS TO ALL OF YOU ON GPUK AND TO YOUR LOVED ONES

Declan