Probably because it's not picking up the higher speed internet. Try plugging it directly into the modem/router with the ethernet cable. Then download the speed tester app on your phone to see what it's running at. If you see a big difference then you may live in a high interference area and because this laptop doesn't come with the card that picks up the higher speed option to run you'll have to get a usb that boosts the speed. Ask one of the best buy guys which one they recommend. The one I got is a Linksys for $49.00. Haven't experienced freezing or getting kicked off since.