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Intermittent connection

Verizon sent me a new router a few months ago since no one at Verizon had any idea how to update my BIOS on my old router. Normally this new router works fine, but about every 5-10 days I loose my internet connection. My network still works but the Verizon DSL does not. I found that by logging into the router from any computer on my network and then going to “System” and then “Maintenance” and clicking “OK” to “reboot Verizon” the internet always comes back. Of course I do not want to do this on a regular basis and if I am not at the location, it cannot be reset. I tried finding an email link to Verizon support, but it appears that Verizon no longer knows how to send/receive emails to their customers. Also, the chat often is down and even when it is up, it takes forever to get help and I have to wait long periods as they chat with others in parallel. I do not have hours to help Verizon fix their connectivity problem with the modem they sent me. How do I get a replacement modem since Verizon is unwilling to do any trouble-shooting via email? Thank you.

Comments

dslr595148

Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up. It might shown up as the final hop (bottom-most line of the trace) might contain a hop with your IP address in it. Either remove that line or show only the first two octets. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.

For example this what I see

news.giganews.com

traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms

Step two: Can you provide the Transceiver Statistics from your modem?

#3 If you don't know how to get that info:

a) What is the brand and model of your modem?

b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?

#4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?

bbethke

Here is trace you requested:

traceroute to {edited for privacy} 30 hops max, 60 byte packets
1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 1 ms 1 ms 1 ms
2 ash-bb1-link.telia.net (213.248.70.241) 72 ms 72 ms 18 ms
3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 3 ms 3 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 3 ms
4 P15-0-0.BLTMMD-LCR-01.verizon-gni.net (130.81.28.85) 4 ms 4 ms 4 ms
5 P8-0.BLTMMD-GLBRMDGL-ERXG01.verizon-gni.net (130.81.35.181) 6 ms 7 ms 7 ms
6 * * *
7 * * *
8 * * *

I have a 4 port router with wiereless LAN built-in to the modem. The wireless LAN and wired LAN all work fine to talk between computers, even when the internet gets lost. I logged into the router to find the following info:

System Information

Gateway ID:

PX2M1BC042491

Software Version:

5.4.12.1.44

Upgrade

Release Date:

Feb 19 2012

Platform:

D-Link DSL-2750B Board

Tag:

Ntag-5_4_12_1_44

Compilation Flags:

LIC=/home/bat/bat/dlink_bcm96328_5_4_12_1/20120219_1343/conf/jpkg_bcm9636x_dlink.lic CONFIG_RG_PROD_IMG=y DIST=DLINK_DSL2750B

System Up Time:

22 hours, 10 minutes

Load Average (1 / 5 / 15 mins.):

0.04 / 0.01 / 0.00

MysteryB

my internet connection has dropped five times so far today. I need to type this fast before it get dropped ag..

dslr595148

#1 When you look for the Transceiver Statistics, this text gives to you an idea of what to look for:

Line Mode, Data Path:, Transceiver Information Down Stream Path Up Stream Path, DSL Speed (Kbits/Sec), Margin (dB), Line Attenuation (dB), and Transmit Power (dBm).

#2 As where the Transceiver Statistics are located in the DLink 2750:

To my knowledge, no one has managed to find and report the location of the Transceiver Statistics page on the D-Liink mode, so we'll need Verizon to grab the stats from the DSLAM, and while they're at it, check the logs on their end to see if the line is dropping out physucally, or is dropping out on another sense.

#3 Since I know you have an old DSL modem, as long as the old one is not a DLink 2750: What is the brand and model of the old DSL modem?

bbethke

Since the old modem was quite old and according to Verizon could never be upgraded to more current security settings I did not keep it. This drop-out problem never happened wtih the old modem and used to happen with the new one only once every several months. Now it can happen every several days. It happened twice last week and after I got the modem reset I sent this trouble report (when I found out I could not email Verizon support). How do I get a new modem sent out that will be free from these problems?

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