Error 628: The port was disconnected.

This could be caused by several things.

If the user was cut off in the middle of a session it was most likely a line drop or a failure on the ISP's end.

For dropped connections try
S10=50
S10=100
S10=100S25=200

For a problem on the ISP's end, which should only happen very infrequently, and reconnecting should usually solve it.

If the user was disconnected while trying to connect, chances are there is a setting wrong somewhere in the DUN connection, or in TCP/IP in the Network Control Panel. Make sure that all the settings are correct.

Check if the problem occurs every time they attempt to connect or only once. If it doesn't reoccur then chances are it was a glitch at our end.

If it occurs constantly and they have never successfully connected then it may be a modem problem. Try the following strings:
AT&F1
ATZ&B0&C1&D2

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