Yet another error 678

I work as a level 1 tech for an ISP and I can resolve about 80% of error 678s but this one has me STUMPED. A guy has been getting error

678 on his dsl connection for a couple weeks... I've checked filters,cables, reset tcp/ip, system restore, recreated connection, powercycled/rebooted, removed all firewalls and so many other things in the 3 hours we've spent trying to fix this that I can't remember what else... How do I tell if the NIC is no good when the device manager says it is?
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Jaan
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