Anybody having problem with Toucan.com?

I've been with various ISPs, lately Zen and Eclipse (both v. good) but
somebody I have set up a Linksys router with recently is with this
cheap deal with Toucan.com.

They are getting all kinds of weird problems with the internet
connection.

The router reports the interface is UP, and it shows the IP and the
two nameservers, as it should.

But pinging doesn't work. Pinging the Toucan nameservers doesn't work
but that could be because they disable ping on their nameservers.

The router's ping facility doesn't work on any IP either, which is
rather more basic.

Toucan's tech support is a useless Indian 30p/min number whose
peoples' "English" is 50% incomprehensible. The funniest bit is that
the phone service they sell you has the required 090 premium rate
number disabled