Question with a router thing

[Toasted Waffles]

I have a friend that wants me to help him with an issue tomorrow, however I would like a little more insight on what you think what it needs

 

heres the problem 

 

The person wants to setup a Belkin wireless extender, and the so called tech told her that (below)

 

 

 

" I called to get a Belkin router extender setup and the tech noticed that something was blocking its ability to work. He logged into my computer and said that someone has hacked into my computer and is using our network and has turned off our firewall."

 

I personally think that ether someone was able to break into their wireless network and turned off the firewall or that the router has a intruder. She has a mac computer and I've never worked on a mac. Please I would like to help her fix this.

[TheKDub]

Could we get some model numbers and such?

[Toasted Waffles]

Could we get some model numbers and such?

I have none of that since its at my friends house and she has no idea what she is doing :C She said she looked it up and theirs a bunch of people saying the same thing.

[Neil]

I have none of that since its at my friends house and she has no idea what she is doing :C She said she looked it up and theirs a bunch of people saying the same thing.

 

There's really not enough information here to guide you in any way. What exactly is the problem?

[linuxfan66]

What the user tells you and whats actually wrong are two different things....assume that

[Toasted Waffles]

There's really not enough information here to guide you in any way. What exactly is the problem?

From what I understand, she called Belkin to help setup her wireless extender and the tech couldn't do something and made her let the tech remote control her mac and she said they messed around then the tech someone hacked into her computer and that other people where using it without her express permission. Then somewhere in that conversation something about her firewall being disabled and not being allowed to turn on.

[Toasted Waffles]

What the user tells you and whats actually wrong are two different things....assume that

I'm thinking its just a router firewall that not working or the firewall on her mac in no longer working due to a virus or a bug.