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In NYC can't connect DEll laptop to wireless router from TimeWarner

By skatediy ·
I am helping an elderly couple; I set up their laptop wirelessly almost a year ago; worked fine! No problems; They called me last week-could not get on the internet.
I see the following: wireless signal strong; ping works between computer and router; had time warner on, they can see the router and the laptop. They feel it is a "Virus".

The error is "failed to get IP Address."

Am bringing an ethernet cable oer there tonight to see if I can reset anything.

Short of that what is a GREAT TELEPHONE SUPPORT telephone service? They can pay a little but not tooo much.

Many thanks
and should I download anything besides free avg to scan the hard drive?

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