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Cannot connect to internet - AOL


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#1
ezerwocky

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Hi,
My mum cannot connect to her internet, she is with AOL - who haven't been able to help find the problem, but want to charge her £50 call-out fee!!!
Her internet was fine until Thurs and now will not connect at all, my brother's lap-top cannot connect either. The phone-line is working fine. The error message is just that Google chrome cannot display the webpage because your computer isn't connected to the internet. Error 106 (net::ERR_INTERNET_DISCONNECTED)
I tried the troubleshooting bit but no joy...
any ideas, I am really bad with computers so any help would be appreciated
Thanks
Erin
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#2
phillpower2

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Hi
Can you post what you have tried please, this will prevent suggestions being made that have already been done.
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#3
ezerwocky

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I went through the Start - Control Panel to internet connections and troubleshooting but it didn't get us anywhere... on the list of available networks it says we are connected, but then that we have "no internet access."
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#4
phillpower2

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What anti virus software are being used on both computers please?

EDIT: ezerwocky, are you having trouble answering the above question?
AV software includes AVG, Avast, Macafee, MSE, Norton etc and any one of these including their Firewall could be causing this.

Edited by phillpower2, 20 November 2011 - 07:12 AM.

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#5
ezerwocky

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They are using Norton.
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#6
phillpower2

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Ok thanks, please try uninstalling Norton on one computer and installing another free AV program such as MSE (Microsoft Security Essentials) http://windows.micro...rity-essentials
You must use the correct Norton uninstaller tools to avoid problems such as what you are having now https://www-secure.s...n=1&pvid=f-home this will allow you to record your Norton product details should you wish to reinstall it in the future, Norton is a very good AV program but it hogs resources and can conflict with other software Google Chrome amongst them.
If the above still does not allow internet access uninstall and then reinstall Google also, you must remove this in the Add/Remove area of the Device Manager.

EDIT: Sorry forgot to add please ensure that the other computer is either shut down or at least not able to attempt connecting to the Internet.

Edited by phillpower2, 20 November 2011 - 08:07 AM.

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