I use Aol, and used to use Dialup. Your friend's problem must be in her security control settings somehwere.
Although Aol no longer have a freephone number their Keyword "live help" may be the best way to suss out what is happening.
Live help will take you to Tech Chat where, like the X files, "Agent 123 UK" "will be with you in a minute, please state your question"
If your friend is not sure of much, perhaps you can look over her shoulder while this is going on. I assume she doesn't know of any other Web sites which she cannot access?