I've spoken to the technical dept on the phone a few times and they've never mentioned this, plus I'm not paying for any advice either. I pay your company enough money as it is. It may not even work, unless someone actually comes round to my house.
If this is not something you wish to do it would be a case of finding the make of the device and if their customer service cannot help there may be some forums in regards to this online.
Thank you, Emily.
If the device team was free, then I'd talk to them.