Yes, I did look at both of the websites, but It would seem I need to know for certain the name of the ftp site, and also the port info and protocols etc. I have emailed them again and asked for this info, but probably won't hear back until tomorrow. They are actually pretty responsive unlike many other companies, so I should hear back tomorrow and I can push the issue a bit with them, maybe get higher up the food chain.
Whatever you can do is a big help, but I think I need to get more specific from them to get to the bottom of it.
I am on windows 7 64bit up to date and using 360 Premier version 21.5.0.19, I believe it is all up to date.
thanks again.