If I read right, Lord's done everything appropriate so far -- shut down and rebooted the modem, connected direct through it, called tech support, and behaved nicely. From my experience, and I'm definitely no level 3 DSL tech, the cable modem lights indicate the status of the connection to the outside world. The five lights sound like the old surfboard modem from my cable provider, and unless the first four were solid, there was no chance for a connection.
If it's their modem, have them give you a replacement to try it out. If it's yours.... well, check the manufacturer to see if they have any tests you can run to determine if it's good or not.
I'm assuming at this point that you haven't had anything *interesting* happen to this point... such as power failures, massive storms, and the like. 'Course, all those things can be protected against with a whole-house surge supressor... something I *highly* recommend
BTW, Spybot 1.2 is a wee bit out of date. I've got 1.4 on this machine, and I just realized I haven't checked for major updates recently.