If you still have it theres no reason for it not to work. So long as you have a incoming connection line (from the filter on your phone socket) and outgoing ones to the computers (via rj45 cable or wireless) then it'll work. So long as she bought the right one. If you still have it let us know what type it is. Just the product code will suffice, like wb123g or whatever it is (should be next to the name of the router on the retail box). Has she gotten a wireless router when you need a wireless modem/router combination? I guess there could always be the fact that its a faulty unit. My netgear modem took about 4-5 minutes to set up. Just plug it up, turn it on give it your internet username/password for bt and it should be working. Then just install the software for the wireless adapters and your all done. Maybe you need to delete the old internet connection settings first. Maybe the firewalls blocking it. Maybe you havn't set it up by plugging one of the computers into it using a cable. The list is endless, but they are all about the same in terms of setting up. Its just a case of plugging them in correctly, then giving them the internet detaisl so they can connect... all that differs really is the input screens and the actual units themselves.... although, netgear are probably the best commercial ones alongside belkin. Pretty much any usb/pci wirless adapter will work with any router so long as its of the 802.11b/g variety. My netgear router has my mums laptop with a belkin usb wirless stick and my sisters laptop with a linksys wireless laptop card. Neither of them took longer than 10 minutes to install software and plug the adapter in to get them on the net. EDIT: Just realised 2 of my mates have netgear routers on BT internet, your units either faulty or its human error.