hi there sorry been on holiday since posting..thanks for your reply.
ive just spoke to her and she finally got a manager to phone her back and he insisted that its not the modem or cabling and that it HAS to be her PC??
i got her to run winmtr and it shows great ping times but packet loss of between 33% - 50%
now im no expert but i cant see that this is spyware/virus or a trojan ? could i be wrong
she can send email but not receive it either??? weird.