Can only get on internet part of the day.

[The Ensona]

 I work at an ISP and we have a customer we have been working with for about a month. What is happening is she can connet to us with her username/password and work early in the morning from about 5/6ish to 9 or 9:30 because she gets on the internet and plays music off there while she gets ready for work. She said she can get on and it works perfectly fine but when she tries to get on at noon or even 10 or so it shows her username is still connected but it will not let her browse the internet. It is that way for the rest of the day all through the night until the next morning and she can get back on. We have tried everything we can think of and nothing works..we can connect our laptop at her house and it works fine. We were thinking that it could be a timed schedule on our antenna but we use Canopy antenna there and it the history of us using it, it has never had a timed schedule..so if anyone knows what this is or has any suggestions please let me know.

For some information she is using vista dont think she has SP1 on it but not sure and we have tried going through a router incase her pppoe client is hosed, have tried rewiring cables, changed euipment out and none of this works.

[alan cummings]

no they do not have a timed schedule the only way to fix it is to re install the software and MUST have SP2 or SP3 installed it had happened to me i re install windows and all my software and all went OK and that was 8 mouths ago LET ME KNOW 

[The Ensona]

She has windows vista and there is only a SP1

[Broni]

Did you talk to ISP?

[dahlarbear]

I work at an ISP and we have a customer we have been working with for about a month.

Broni:  She is the ISP.

Correction:  My bad.  "He" is the ISP. --dahlarbear

[The Ensona]

I am a he btw heh..I did tell her about reinstalling windows...not sure if she is going to do it but if she doesn't want to do it I will and i'll let you know how it goes. Thnx for the post.

[squall_01]

Possible spyware, mite be a real nasty thing tell her to scan her pc if she hasnt already.

[The Ensona]

Yea I told her that virus/spyware could be the issue but she is persistant when she says Compac and bestbuy said nothing was wrong with her computer and compac had her do a lot of scans(she isn't sure what they did) and it turned out fine.

[dahlarbear]

Check for access restrictions based on day(s) of week and/or time in both "home" router and any other hardware/software firewalls between her (or on the computer) and the internet.

Check Vista firewall or any third party security suite on her computer for "internet" access restrictions based on day(s) of week and/or time.

[mroilfield]

Has she had this problem since day one of using your service or has it just happened in the last month?

Has she installed/uninstalled anything around the time she started having problems?

Have you the ISP made any service changes around the time the problem arose?

[Broni]

Broni:  She is the ISP.

Oooops.

[squall_01]

Check for access restrictions based on date/time in both "home" router and any other hardware/software firewalls between her (or on the computer) and the internet.

Check Vista firewall or any third party security suite on her computer for "internet" access restrictions based on date/time.

Thats a possiblty, I dont care what she thinks, dont get me wrong but people who go to people whom seem to think they know what there doing isnt all ways good.  Not here you will find any but like walmart,geek squad an such,Dell  Tell here to here to go here http://www.ewido.net/en/onlinescan/  its an online avg anti spy scanner.  It will say an see for herself if she has any.  Hopefully she has some for of updated protection on her pc.  I heard of spyware an possible worse cases that this had happened.

[drmsucks]

@The Ensona: I take back everything that I've ever about about tech support - yep, I never said anything good!

You are to be commended and congratulated for going 'above and beyond' to help your customer.

I know that you don't work for Qwest  - can you tell us what company you work for and where it's located?

[dahlarbear]

Can you clarify whether the issue is she can't get on the internet or can't logon to use the computer?  Because if it's the later, she should examine the Vista Parental Control settings.

[The Ensona]

Well thnx for that drmsucks I appreciate it I do know though that a lot of tech support wouldn't do this but i'm just trying to figure it out incase it is a new problem that we have never experienced before that way it won't happen again or if it does we can solve it. By the way it is only the internet she can't access but only early in the morning..she can log onto her computer and I made sure today that she was signing in on her desktop as the administrator and she is. I'm still looking into it though...I don't think she will stay with us much longer but i'd still like to figure out why it does this regardless. Thnx for everyones help and input