You've done what they said and it's obvious the software and support is not ready for your consumption. I read your post twice and given this much detail, I think it's best you give it all back to them.
Bob
My DSL modem detects a connection, and then I go trough the setup process. After downloading the software that it prompts me download, I continue and eventually get to a screen where it says it is gathering basic info about my computer. I have waited about half and hour and it was still stuck at that same screen.

Chowhound
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GameFAQs
GameSpot
Giant Bomb
TechRepublic