Problem with stale pages after connecting to internet.

[Gator]

I am a technician with the local phone company. I get caught in the middle alot of times because the cust is told by their ISP any time they have a problem to call the phone company. Anyway with that said I had a cust today that has been having a problem after connecting to the Internet ( with 2 different ISP's) with getting stale pages and not being able to completley load pages etc. I tested her line at the jack, it tested good. Then I connected to one of the same providers she had( thru my laptop), and everytime it worked fine but when going back to her PC it would hang up each time. I advised her she had a problem with her PC, she says all her virus protection, microsoft, and spyware protection is up to date. She has worked with tech support over the phone to no avial. She has no trouble with her computer off line. I tried pinging several sites with no response after connecting to her ISP. It may work for a few minutes and then will hang. She has been having the problem for a long time(since before the earliest restore point back in March). Any ideas as to how to isolate her problem?

Thanks for any ideas in advance!

[s7p9a2m4]

Can you clarify this. " Then I connected to one of the same providers she had( thru my laptop), and everytime it worked fine "

" I tried pinging several sites with no response after connecting to her ISP. It may work for a few minutes and then will hang. "

These are contradictory.

[Gator]

To clarify, the customer had Earthlink and another local ISP. I have a test account with Earthlink, so I connected to Earthlink from the same jack that the cust was using to connect, to determine wether I had the same problem that she did or not. I connected fine, and had no problems surfing the net or pinging any sites. But with her PC you can connect fine, but after about 10 minutes she will start getting page cannot be displayed, or the page will just hang up if she is already veiwing a page. When this happens you cannot ping any sites successfully. I know the problem is with her PC, but I am not sure what the problem is.

Thanks

[s7p9a2m4]

And you tried another modem in her pc?

[Gator]

No she hasn't done anything because she initially thought it was a phone line problem. I thought it could possibley be her modem but didn't know for sure, and thought there might something else that I was overlooking. She can connect and even when she is having problems it never drops her connection, she just can't send or recieve any data after being on line for a few minutes. I am sorry I didn't specify that she is running Windows XP sp1, and Norton anti virus and firewall software.

[Gator]

If you need anymore info please let me know. I am just trying to help her resolve her problem(to keep from getting anymore repeat repair tickets on this customer's phone line.)

Thanks