Connected through a netgear router. By Wireless or ethernet cable.
If by cable has she tried right clicking the internet icon in the Taskbar and clicking on repair. or troubleshoot.
Sometimes if you have a modem and a wireless router if you turn both off for a minute then switch the modem back on then wait 2 minutes before starting the router that sometimes helps.
It may be handy to others if they new which ISP she is using.