If its a dedicated server, and hes paying monthly for it, then he is renting it, aka, that server is his property, he can ask someone to hack into it without fear of the company saying "no, you cant do that"
Im sorry, but any company that says "we cant do anything" when you cant even get the console to work, has a big problem...
I delt with a company like this before, and left that company the same week.
I say, if possable, find a new dedicated hosting company... im sure there are better ones over in EU that have much better support teams.
A good place to look would be www.webhostingtalk.com
they have a dedicated server forum, and they also have companys post deals every day! EVERYONE I have talked to there has always answered all my questions promptly.
(mite even be able to save some money as well!)
Other then that.. I hope you do figure out the problem OP... I know you dont know me from any other player here (as we havn't realy met yet)
but, I will offer my services. I've been in IT for years now, and if you want to throw some trust over, I'll take a gander at finding the problem with the server.
Flyin_si prob. knows me best on here, we have talked many times. so If you want, contact me at the e-mail addy I have set on the forums, and we can go from there, or via AIM or Yahoo under the name nsm484 (on both)
I added your ICQ but its still awaiting request.. Mine
is 7270558.