No Internet connection?!?

[IAMH4]

We have a network set up and our branch in Indy can't access the Internet. They can use our AS400 system and Outlook, but can't see the Internet.
They have a soho box with a netopia router and a hub.
I can ping their external ip address and their DNS. I have changed their DNS to ours here in STL and no luck. We have shut down and rebooted after 1/2 hour and still nothing. The provider says they have a clear path to the router and the see no disturbances on the line. Lastly i had them hook up a pc directly to the outside, bypassing the soho, router and hub and then I couldn't ping that one. I am at a loss, please any suggestions!!!!!

[bAdWaYz]

What is it that you are trying to do? Do you want that branch to be able to see computers where you are? Do you just need to get their network on the internet where they are but not see your office? I guess what I'm asking here is are you trying to fix their internet connection from far away or are you trying to make the two networks see each other?

[IAMH4]

Hey bAd, the branch needs to access the internet to transmit ups/fedex info. I am trying to figure out why I can pcanywhere into their machines and they can use our network, but they can't see the internet or can't ping any of our DNS's. I've had them shut down everything; the soho box, the hub and the router and then connect a pc directly to the outside line and still nothing, actually I can't even pcanywhere to that pc then. I am at a lost, please any ideas???

[bAdWaYz]

If they connect a computer direct to the isp connection aka cablemodem-->computer and they still can't access the internet then I'd say that is a pretty serious issue. As long as the isp connection is live and the computers network settings are correct and you are sure there is not hareware thats gone bad then they should at least be able to hit the internet being directly connected.

[IAMH4]

Thanks for your thoughts.
I am sending a new soho box to them and I think this should clear up the problem. I eventually got them to hook up directly to the outside line and after using a few different DNS's and gateways it does appear to be the soho.
Thanks again!

[bAdWaYz]

Thanks for posting back and I think what you are doing is a good idea. If you could will you plz be sure to post back after they get the new box just to let us know if it works. I would like to know that you were able to get things working and what the fix was. So good luck and don't forget to post back with a follow up. :)