and into the "Network Connections" where the Dial-up account resides "IF in XP or Dial-up for ME.
Any BT Accounts in there - Delete
When removing the Dial up account from Outlook Express did you ask him to click on the MAIL Tab and select Properites ?
If he lives in Manchester/Checshire/Derbysire I may be nearer to help. But only as a last resort.