Phoned Telewest (the provider) they went through quite a lot of possibilities. None of them made a difference, but there was something about DHCP problem with Windows XP Home Edition Second Edition (what's the difference between SE and normal?). Don't know which version she has.
There is no such thing as "Windows XP Home Edition Second Edition".
Are you referring "Windows XP Home Edition Second Edition" as "Windows XP Home with SP2 Edition"?