User05, penryn and User05. We have now had extensive assitance from the Sky technicians and it would appear that the router and BT line are fine, she has a Zonet 1501 wireless card in the laptop and I am now pretty certain that this is probably the main cause of the problems, even though the drivers were updated. I am going down to visit her with a new wireless card, lets see what happens. Will report back in due course. Once again very many thanks for all your assistance.