Salonge,
You will need to do some troubleshooting to isolate the issue.
To verify if the issue is DNS or nat related, when the customer are not able to get to google, are you able to ping the google ip address from the router?
IF the ppp connections is good and you are able to ping from the router outside then it could be a DNS issue or nating.
IF you are not able to ping outside from the router at the time then we will need to look at the pppoe connection and verify that is up and working.
reloading the router is resetting the connection and if that is working, it means re-establishing the connection clear the issue.
If you can isolate the problem to see if the issue on the router going out or from the pc going out that will help us verify it.
Next step would be to enable some debugs on the router and check the status of the connections.
I would advise open a TAC case with us and we can help you resolve the issue.
hope the info helps.
thank you
Raymond
