Wep encryption key

I have a question regarding signing in to my wife's wireless provider. When we select her wi-fi network and enter her name and password, it is asking me for 5 or 13 ASCII characters or 10 or 26 hexidecimal digits. We are sure we have her info right as my son not too long ago signed in smoothly on his laptop.

Am I doing something wrong and/or what can I check to correct this problem. I have a wireless card but our thie system we have at home is much faster.

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