|Well, worst comes to worst, call them. Hopefully you have a cordless phone with the speakerphone feature.|
First question, does she have a SOHO Router, or is it straight from the highspeed modem into her PC?
If straight from PC to modem, the first thing you want to do is recycle the power on the modem. Byt that I mean, unplug it, wait a slow 10 count and then plug it back in and see if it's working now. If it is, then you're done.
If that doesn't fix it the you'll want to open a command prompt window (Start >> Run >> type cmd and hit Enter) and check the TCP/IP settings using the following command:
If you get a 169.254.x.x (APIPA) address, then she's not getting proper TCP/IP settings from the DHCP server.
If this is the problem, you'll have to call her ISP's tech support (sorry).
If she has a SOHO Router, then you can first recycle the power on her modem, and then do it on her router. If that fixes the issue, great. If not, you'll have to login to the router management interface and check the external (WAN) settings. Are they correct (or an APIPA address again)?
Is the client getting proper TCP/IP settings from the router's DHCP server (open command prompt).
Barring any of the easy fixes I've listed, you're calling tech support. I suspect you will be if recycling the power on the modem doesn't fix it so get settled in for a long wait. I hope you have a phone that has a 'speakerphone' feature. Then once you're on hold waiting, you can put it on speakerphone and keep one ear peeled for the support people to come online and have a nice visit wit your ex while waiting.