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

[The Ensona]

oh and I work for Magtel and its a family owned company but i'm not related to them and we are located in Booneville, Arkansas

[drmsucks]

Because if it's the later, she should examine the Vista Parental Control settings.

How about this - did you check?

[The Ensona]

Yes we have checked that

[squall_01]

Did she run the scans herself?  At this point a small percent is still pointing to it.

[The Ensona]

She didnt' run the scans herself. She was on the phone with Compac and they had her run the scans but she didn't know what all scans they had her do...i'm thinking of just asking her to bring her computer in and i'll check it out and see if I can't anything on it that you couldn't pin point over the phone.

[drmsucks]

oh and I work for Magtel and its a family owned company but i'm not related to them and we are located in Booneville, Arkansas

Sent them an email.

[The Ensona]

Ok hope ya didn't say anything bad. Heh

[squall_01]

Its better if its done that way, cause your trying to help her but when the person dont understand cause they dont care it causes problems.  Hopefully everything will work out.

[The Ensona]

Thanks i'll keep trying to figure it out.

[The Ensona]

Ok we got the problem fixed...she is now able to get on the internet all parts of the day and so far everything works fine. What we had done is on friday, our network admin went to one of the towers that she is getting her wireless signal from and updated with software...well her radio on the side of her house thats connected to her antenna didn't take the update so I had a guy go out this morning and change her radio out and I checked to make sure it was up and it was so her new radio did take the update. I'm not sure when she got home but right at 5 when I was getting off work I decided to look and see if I could see her user name up and it was so I called her and asked her if it was working and it is. I then asked her if she had encountered any disconnection issues or anything and she hadn't but the only problem she noticed she was having is on projectplaylist when it would play a song it would stop and go but I have that covered and will fix it tomorrow morning. I would like to thank everyone for their posts and time taken trying to help me figure this out.

[drmsucks]

Thanks for the conclusion and Good Job!

[squall_01]

Thats good to hear.  Not an easy fix with out having to go there.  If you know what I mean.

[The Ensona]

Yea I know what you mean and thanks again for everyones advice!

[squall_01]

Thats good, no hard feelings