CHARTER FIREWALL PROBLEM

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I have an elderly friend who is living in an assisted-living institution, which
has free CHARTER cable TV internet service for the residents via an in-house
wi-fi system.

My friend recently availed himself of the wi-fi service and now one of his
favorite programs will not work.  I checked his Windows Firewall and it's o.k.
The administrator at the institution insists their wi-fi router isn't blocking
this program.

I'm wondering if CHARTER has a firewall on their service to the institution that
may be blocking the program.  I would appreciate help with this problem!
Thanks.

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