Chances are, which ever connection he's trying to use isn't connected in the basement. The box only has so many connections so not all of the ones in the house can be connected at once (at least in my house!). Have him check other outlets to verify, if a few are working than that's whats wrong. You can switch them out in the basement but the trick is that they aren't labeled so it's a guessing game. I recommend 2 people to solve it! Oh, and the box should already be in the house on a board usually hung in the utility room. If it's not there, then he needs to call quest and have them come install in (which the builder should've had him do when he moved in).