Internet won't work but is connected.

Hello,
My boyfriend has recently moved to London and taken his laptop to home recently. They got a sky pakage with the internet but it won't work on his laptop. It works fine for the other house mates, but not on his.
The laptop says it has a good strong connection but it won't let him get onto Internet explorer.

He rang sky and they tried loads of things but nothing worked, the man said it might be a problem with the card.

But the internet worked on the laptop at home. Please help.
Thanks