You never mentioned the type of TCP/IP settings she is using. Is the laptop using DHCP to get setup. If so one easy thing to try would be to release and renew the settings.

Go to a command window and do the following

c:\>ipconfig /release
c:\>ipconfig /renew

If you do not put in an adapter or network it will release and renew all of them. After the release it should print out a little

Mac Address
IP Address 0.0.0.0
Subnet Mask 0.0.0.0
Gateway 0.0.0.0

Then after the renew it should show the settings again.

If this is not the problem and you can ping then it is probably a DNS issue, do you have a second computer to test that the DNS is working correctly on the WAN side. Also to test the higher layers of your TCP/IP stack you might want to try Telnetting.

Last thing, check you subnet mask. A mistyped subnet mask will cause many strange and wonderful problems (one put in 255.225.255.0 and it was hard to find).

If these don't work please provide more info.

Sincerely,