Since original post did not mention who the ISP is, don't know if this applies to their problem.
Neighbor had problems recently with her wireless laptop. Could not get on internet through Comcast. Disconnected power cord and cable from modem and router, which is what Comcast always tells you to do. She was then able to get on internet but it was sloooooooooowww. Seemed like a dial-up connection (remember that). Finally called Comcast and they did something from their end and suddenly she was on the internet with download speeds approaching 18 MBPS.
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