·AT&T DSL Service
the newer modem is a motorola nvg510. its possible that it does need replacing but might have to be billed for a new modem do you know what speed they are suppose to be getting.
How come she cant get a hold of anyone? the 800-att-2020 is the fastest way, but you just need to say speak with an agent and you can get around a lot of the computer prompts she can add you as an authorized contact so that you can speak with directly as well