http://forums.tmonews.com/index.php?topic=1495.0At the bottom of the first post, there is an address to Customer Relations. Write them a letter stating what had happened. You will most likely recieve a response sooner than Tier 3. You signed a contract and are paying for a service that you can not use due to either hardware malfunction, or network incompatibility. Either way, let them know that you're pretty much wasting money at this point and are frustated on your options available. Don't sound angry, but a bit concerned in the direction your problem is heading.
Next thing to do is check to see if maybe it's just a setting you might need to change on your normal router. Just a couple questions though:
How is your router set up?
Do you have another router between your internet and your @Home?
What type of internet connection do you use?