If you internet connection stopped working, rebooting your modem or router doesn’t help, the activity led doesn’t blink, and your network hardware pops out errors like Unable to complete PPPoE Discovery Timeout waiting for PADO packets the problem is almost certainly on the provider side.
Unable to complete PPPoE Discovery
Timeout waiting for PADO packets
So, whatever the techsupport says, stay on your own and get the bastards to fix it.