Adding new hardware stops responding when installing drivers

Friend is trying to install DSL, everything is fine until
her Compaq PC hangs when adding new hardware (installing
the Westell Modem) - it stops responding when installing
drivers for the USB version of the modem. It finds them
alright, but won't continue. We've tried to find them
manually, same hang up. The rest of the system continues
to run. Also, noticed the their MSN connection manager
starts without being prompted during New Hardware setup.

I did try the MS/Symantec fix of deleting old 0 files
from the inf folder; didn't hurt, but didn't help.

Any thoughts? Thanks, J