Massimiliano, Thank you for updating us on your findings.
Obviously I don't know your situation, nor that of your users, but would it be possible to exchange home machines between a 'good' user, and one of the two 'disconnecting' users?
If the problem went with the machine then I guess that could be an easier fix than if it remained with the user/site (which would confirm your thoughts the ISP is at issue).
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