Parental controls

The parental controls have stopped working correctly. At first, the parental controls and paused devices would switch off at random times without permission. Now, if one device is paused, another adult household device is paused from accessing internet. If both child devices are paused, then all internet for the house is lost because all devices are then paused. Customer service had us replace our modem, but the new one is doing the same thing. Please help.