Don't call their helpdesk ever, I've been round in circles for hours with the stupid thing in the past. After 2 weeks of constant outage from Tiscali and ****-all support from CS ("Yes, my router is on and pingable, you twunt"), I switched to BT and never looked back.
To be quite honest, I'll be surprised if yours ever starts working again mate.
I realise there's the speed thing, but seriously, drop them. BT's customer service is so much better.