Multimedia Cable / Road Runner Service Of no Help

We are a simple family, have our home computers networked, wanted a fast cable modem for kids to research homework and Mom and Dad to be able to communicate with family. The cable modem is not much faster than a regular modem, and you're logged on all the time that you are plugged in. When the tech installed the service on our computer and set us up i asked if we would be safe since we would be on line all the time, he said "Yes, couldn't be any safer".

Well, what a line. We have since had our computers hacked into 3 times. The last time, my son had 2 trojan viruses loaded onto his computer. When we complained, we were told to send them the hackers IP address or e-mail address. How in the world does the average person go about that without becoming a hacker themselves? I have no idea how to get that type of info. They tell me I should get a Fire Wall. How do you go about that? They did not offer any type of help. We are scared to death of what hackers are going to do to us next. The hacker stole my sons screen name and password with the trojan and was answering everyone who IM'd him. My son does not swear and this guy used such profanity on his friends that most of them won't talk to him now. The program this hacker used is called subseven. Anyone using this can hack into most Instant message programs.

In my opinion, yes, there needs to be some sort of control on the internet. Except to protect the innocent not the criminals like in the real world.