A little help for paysite owners

I recently had a member contact me about our video downloads. He said each video only downloaded about half way and then would stop. It happened every time. We checked everything we could think of until I told him how to do a tracert. That turned up 2 timed out hops between him and the server. What could I do?
I found this 100% free download utility that supports resume, no spyware/malware/adware and they only require that they send e mails with a strict 'no spam' policy
No ref code here, this is meant to be helpful and not profitable
http://freshdevices.com/