Help with "Unable to Connect"

Ok, I'm typing this up on the behalf of my friend.

Story goes as his account was hacked and he was unable to use his account. Everything was fine(except the hacking) cos I let him use my account, then about maybe a month later, it came up with this problem. I'm not quite sure what caused it, but ever since, it has not been able to work. He uninstalled due to frustration and I've been trying my best to install it again, but it won't even go into installation as it needs to connect to Arenanet before, and it comes up with this



I've checked the internet connection, definitely works, as I'm typing this up right now. I've checked the list that Windows Firewall blocks, but as its not even a listed program, I don't think it's being blocked.

I don't know whats wrong, and it's not limited to just the few minutes, he's had this problem for about maybe 6 months now, and he has an account to use, but can't because of this problem.

It would be greatly appreciated if someone could help us/him. If you need any more info, just tell and I will try my best to supply it.

-Martin

EDIT: My friend may have changed internet connections about 1 month after, I didn't know this until just then. Anyway, if that could be the cause, if someone could help explain to me how I could remedy this problem, would be very thankful.

You may need to contact his new ISP as some of them have a habbit of blocking Bandwidth hogging applications (games in particular). Also you don't mention whether your friend is on DSL or Dialup, and if he has a router in the mix. This information could be of a big help. Some routers must have certian ports opened up to be able to let games get through.

Mega Mouse

Yes, he has DSL, not dial up, and yes, he has a router.

I don't think the service provider has blocked the application as he does have other friends playing on the same service provider/plan.