Have they tried checking their settings. On the AOL Toolbar, goto My AOL, Click Preferences, Click WWW Icon (Picture of world globe. They might have certain items selected like compress graphics(which is so bad). This sounds like the problem if only some are having issues. I strongly urge all my clients to use IE or Netscape to surf the web rather then AOL. If they must sign on for a connection I have them minimzie the window and then open IE/Net. Usually after a month or so they will stop using AOL entirely.
Here is a common email or notification often sent out.
If you are using the AOL browser, we seriously recommend that you change over to either Internet Explorer or Netscape Navigator, which are both available for free and probably came on your AOL installation disk. After making this change, connect to the Internet as you did before and then simply minimise the AOL program and start the new browser.
Might also make sure to provide a link to the Sun Java installation. It will sniff their current JRE and install without a reboot (as long as they are not running active desktop-- for some reason, active desktop users require a reboot)
The Sun Java faqs also have great docs for enabling browsers and steps for AOL users to follow.
[java.com...] the Faq is listed in the green box at the right corner.