My first call when doing tech support at a local ISP was someone who couldn't get online. It said he was connected, his network device was working fine, he was on the WiFi and it said he had great signal, but nothing worked.
I walked him through getting to Add/Remove Programs and asked him if he saw Norton Internet Security. Told him to uninstall it. Everything works.
He asked if that made his computer less secure. I said 'Technically yes, but only because you can actually use the internet now.'
I worked at that ISP for a week, had the same problem come up three times. My mother had the same issue, and I've had two other friends who had it. Thankfully, I knew how to deal with it because it had happened to me when I bought a Dell laptop years ago.
I walked him through getting to Add/Remove Programs and asked him if he saw Norton Internet Security. Told him to uninstall it. Everything works.
He asked if that made his computer less secure. I said 'Technically yes, but only because you can actually use the internet now.'
I worked at that ISP for a week, had the same problem come up three times. My mother had the same issue, and I've had two other friends who had it. Thankfully, I knew how to deal with it because it had happened to me when I bought a Dell laptop years ago.