The modem MUST be connected directly to the USB card in the computer and not to an extension especially an unpowered one. BB does split the line so that you can use the phone at the same time. The modem must be connected to a hardwired phone socket and not to an extension. Failing the above, delete the BB software and re-install. You must only connect the modem when you are advised to by the software wizard and ccarefully check the email settings and the password.