Acer Aspire Modem issue for dialup

Last week my friend bought an Acer Aspire 16" Laptop featuring Intel Core 2 Duo T6400 and is having difficulty connecting via modem dialup.

I went over yesterday with my laptop and tried my connection on his phone line and everything was ok...I then made a new connection on his laptop with my IP provider information and all I keep getting is modem connecting...then after a few min a timed out error msg. The same problem he was experiencing. I also don't hear any sound whatsoever coming from the modem.

I called acer and the tech tried a few things including going to Diagnostics...Query Modem and the results were success. The device also reads that its working properly. The tech at acer wanted me to to a restore and I told him that the computer just came out of the box and I didn't see a reason to do this. Would that have changed anything? In the end he said there is nothing else he could suggest.

I then proceeded to call the service provider to see if there was something they could do and after a few things, still nada.

What do you guys think? Should he return the computer? Is there something different we could do that you could suggest? There is zero sound coming from the modem...it's as if it isn't even trying...but it reads that it's working properly....pls help.

Thanks