HI,
Has she tried the Avast free antivirus program?
It's at:
Avast free Antivirus Program
(93% approval rating at cnet.com/downloads)
http://www.download.com/Avast-Home-E...ml?tag=lst-0-3
(Better than AVG; with 69% approval rating.)
You might try it; see if it downloads.
If not, and as you say, can' download any spyware programs, etc, you might need to call your ISP; have them walk you through the connection settings/configurations.
Best wishes,
fredg