“How ISP Support Gaslights Customers: My Experience With Technical Misinformation & Blame-Shifting”

 

For months, I have been facing the same repeating problem with my internet connection:

 

a sudden drop in speed and complete disconnection at fixed intervals, a clear indication of server-side caching or congestion issues.

But every time I contact the support team, I receive the exact same scripted reply: “Sir, your router has a problem. Turn it off for 5 minutes.”

This has become their universal excuse for any issue, regardless of what the diagnostics clearly show.
They blindly blame the customer’s router without even understanding basic networking concepts.

Where the ISP Support Goes Wrong

1. They assume every issue is a router issue
   Even when:

   • Latency suddenly spikes

   • Upload speed randomly drops

   • Session resets at identical intervals

   • Multiple users in the area report the same problem

   These are symptoms of server instability, not router failure.

2. They don’t understand what “server cache drop” means
   Whenever the backend cache gets overloaded or reset, customers get disconnected.
   But instead of acknowledging a server-side fault, they push the blame back to the customer’s router.

3. They never check backend logs
   Modern ISPs monitor:

   • PPPoE session resets

   • ONU LOS/LOF events

   • Peak-time congestion

   • Cache timeout errors

   But their support team jumps straight to:
   “Restart your router.”

4. They ignore the evidence provided by the customer
   Even if the customer:

   • Shares speed test logs

   • Provides session drop timestamps

   • Sends traceroutes and ping logs

   • Points out periodic outages

   Their reply remains unchanged, a sign they don’t diagnose anything.

The Real Issue: Server Mismanagement

My logs show:

• Stable internal WiFi

• No signal drop from the router

• No thermal issues

• But the session resets every few hours, which is only caused by:

✔ Server cache refresh
✔ PPPoE re-authentication failure
✔ Network node congestion
✔ Error in their backend routing system

None of these issues can be fixed by turning off a router.

The ISP Support Mindset

Instead of taking responsibility, they follow this mindset:

“If we don’t understand the problem, blame the customer’s router.”

This protects them from accountability and hides the real issue:
Poor server maintenance.

**Conclusion**

**Bad support damages an ISP more than bad speed**

A slow connection can be forgiven,

But a support team that denies reality, misguides users, and never checks server-side faults makes the ISP look incompetent.

If an ISP truly wants to improve:

• Train support teams

• Educate them about basic networking

• Monitor server cache and session logs

• Stop blaming customers for server-side failures

Because customers can clearly see the difference between router faults and backend instability, if the ISP support team cannot.



Thanks For Reading...

to Be Continued............