Does this problem only happen when the user is connected to AOL?
Sounds like there are some programs running in the background that might be eating some resources.
Do a CTRL + ALT + DELETE and view the resources each process is using. You can normally pinpoint which app is hogging resources from there and deal with it appropriately.
Try run a spyware sweep with Webroot Spysweeper (free full demo can be downloaded at http://www.webroot.com
Also visit http://housecall.trendmicro.com
for a free virus/trojan sweep.