I have a desktop and a wireless laptop. I use Virgin broadband and can't access the internet (asking on behalf of mum) she has AVG/Adaware/Spybot running and has the option of internet explorer or firefox and these are not conflicting as she's had both on for ages. The AVG box is grey/black/white rather than yellow, red, green and black and the web page just won't come up. We have tried the following:

unplugging modem and rebooting
system restored to an earlier date

this problem is intermittant and suddenly will correct itself without any apparent reason

any ideas greatly appreciated

Hello and welcome to PC Help Forum.

How is mum trying to connect via laptop?Do you have a wirless router installed with your modem?Or just modem?
Has this just been happening today?As I have had problems with Virginmedia today?
The main pc modem is connected to?

What area do you live in i will check for BB being down,I just checked myne and it is in for repair in my area.

Click on tools internet options on your web browser page and delete history/cookies and temp files.

virgin media has no reported probs in her area (york) and she connects via a d-link router that is wireless for the laptop but connected to the desktop.
neither of them work. She has internet explorer only on the laptop and can;t access th internet to update AVG although I did do this on sunday for her and I tried everything then went away and came back and the internet just came on. I know something sinister is going on but not sure where to start to help.

modem connects to the d-link i think and she is in york yo30 5pu

feel helpless trying to get her to look at various things over the telephone.

thanks for your help so far

Your welcome,It seems like virgin is down all over england and wales.I did a search.

Ok tell her to delete temp file cookies as i said below.
D-Link is what i use.

Tell mum to go to device manager.
click on start scroll to my computer and right click on my computer and go to properties
open properties then click on hardware tab then click on device manger button.

Scroll to network cards/adaptors and see if there is any yellow symbols over her wirless card or network adaptor.

Check to see if there is other devices listed with yellow symbol as this yellow symbol means it needs a driver.
Then right click on the item with yellow symbol and update driver.
Also do this with the main computer.

If updating driver that way does not work then need to get driver from manufacturers web site under there support tab.

Try direct cable connect to modem see if it connects that way.

Open internet connections and right click on each device and click repair.

As you did a system restore I would reinstall the router,put disk in and resetup the wirless router.

Also sorry long list,in internet conections make sure that all the adaptors listed there are setup for sharing this connection.
Run internet connection wizard and enable sharing.
Use setup home or small office wirless?

Use this link to test your speed if it is very low then you internet has problems in your area or with your home wirless setup.Speedtest.net - The Global Broadband Speed Test

Check firewall settings to allow the connection.