On your friend's computer go to START. In the Start Search field type CMD and hit [ENT]. Another window will open with a greater than (>) prompt. Type in IPCONFIG and hit [ENT]. A list will come up. Mine shows my ISP as XXXX.XX.comcast.net. Her's will be something like XXXX.XXXX.ntlworld.(com or net or something similar). Right below there should be:
IP Address .................: 184.108.40.206 (These are numbers given for example only, her's will be different.)
Subnet Mask ...............: 255.255.255.0
Default Gateway ..........: 220.127.116.11
Copy down the IP Adress numbers. Do not turn off her computer.
Go to another computer that is on the internet or call someone that has their machine running. Use the CMD command in the Start Search (for Vista) or Run (XP, 2000, ME, NT, 98) field and hit [ENT]. At the C:\> prompt, type in PING (the numeric IP Address of her machine) then hit [ENT]. If the ping returns, her cable modem is connected to the Net. That means the problem is on her side of the modem. If it times out, then there is a problem with the modem or cable. We had a similar problem a few years ago. The problem was cable that had been damaged by squirrels.
Try it and we'll take it from there.
Edited by Russsl, 17 August 2007 - 04:58 PM.