Child Item

Site Totals

61493 Questions Answered 271 Categories

repeat connectivity issues

Called technical support multiple times, tried the online chat while the connection was active and still having no satisfaction for connectivity issues since the service was installed (also a tech visit). Between starting at the beginning every time to look into the issue they usually tinker around until its working for more than a few moments and end the call only to have the issue arise again. I have the Actiontec GT784WNV gateway and my problem is not with the wireless connectivity as it always remains connected to the gateway. That being said the internet connection drops frequently and stays down for a few seconds to minutes then reconnects randomly. Here is the log from the gateway, at the last nerve on this issue going to switch to any other provider at this point and see why I stayed away from this service for a long time to begin with.

DATE	TIME	SYSTEM	ACTION
07/15/2013	02:08:28 AM	kernel	Line 0: ADSL link down
07/15/2013	02:08:28 AM	kernel	bcmxtmcfg: XTM Link Information, port = 0, State = DOWN, Service Support = ATM
07/15/2013	02:08:28 AM	kernel	HOST XTM Tx ch 0 down success
07/15/2013	02:08:28 AM	kernel	bcmxtmcfg: Connection DOWN, LinkActiveStatus=0x0
07/15/2013	02:08:31 AM	kernel	Line 0: xDSL G.994 training
07/15/2013	02:08:40 AM	kernel	Line 0: ADSL G.992 started
07/15/2013	02:08:45 AM	kernel	Line 0: ADSL G.992 channel analysis
07/15/2013	02:08:49 AM	kernel	Line 0: ADSL G.992 message exchange
07/15/2013	02:08:50 AM	kernel	Line 0: ADSL link down
07/15/2013	02:08:55 AM	kernel	Line 0: xDSL G.994 training
07/15/2013	02:09:04 AM	kernel	Line 0: ADSL G.992 started
07/15/2013	02:09:09 AM	kernel	Line 0: ADSL G.992 channel analysis
07/15/2013	02:09:13 AM	kernel	Line 0: ADSL link up, Bearer 0, us=1179, ds=10077
07/15/2013	02:09:13 AM	kernel	bcmxtmcfg: XTM Link Information, port = 0, State = UP, Service Support = ATM
07/15/2013	02:09:13 AM	kernel	XTM Init: 400 tx BDs at 0xa2e0a000
07/15/2013	02:09:13 AM	kernel	bcmxtmcfg: Connection UP, LinkActiveStatus=0x1, US=1179000, DS=10077000
07/15/2013	02:27:59 AM	kernel	Line 0: ADSL link down
07/15/2013	02:27:59 AM	kernel	bcmxtmcfg: XTM Link Information, port = 0, State = DOWN, Service Support = ATM
07/15/2013	02:27:59 AM	kernel	HOST XTM Tx ch 0 down success
07/15/2013	02:27:59 AM	kernel	bcmxtmcfg: Connection DOWN, LinkActiveStatus=0x0
07/15/2013	02:28:01 AM	kernel	Line 0: xDSL G.994 training
07/15/2013	02:28:10 AM	kernel	Line 0: ADSL G.992 started
07/15/2013	02:28:15 AM	kernel	Line 0: ADSL G.992 channel analysis
07/15/2013	02:28:19 AM	kernel	Line 0: ADSL G.992 message exchange
07/15/2013	02:28:20 AM	kernel	Line 0: ADSL link down
07/15/2013	02:28:25 AM	kernel	Line 0: xDSL G.994 training
07/15/2013	02:28:35 AM	kernel	Line 0: ADSL G.992 started
07/15/2013	02:28:39 AM	kernel	Line 0: ADSL G.992 channel analysis
07/15/2013	02:28:44 AM	kernel	Line 0: ADSL link up, Bearer 0, us=1179, ds=10077
07/15/2013	02:28:44 AM	kernel	bcmxtmcfg: XTM Link Information, port = 0, State = UP, Service Support = ATM
07/15/2013	02:28:44 AM	kernel	XTM Init: 400 tx BDs at 0xa2e0a000
07/15/2013	02:28:44 AM	kernel	bcmxtmcfg: Connection UP, LinkActiveStatus=0x1, US=1179000, DS=10077000

Comments

mstucker35

I feel you, I have had Verizon for a year now and I am terribly dissappointed in the service. I have been paying for a service that I hardly get a chance to use. I have repeatedly called this company and to no avail I am stll having the same problem that I had a year ago today. I am going back to Comcast. A tech has come and claimed the problem is fixed and yes it may work well for 1 day or a few hours and then its back to losing connection every 15-20 minutes which is nerve racking, when you try to do business on the internet. Last week the tech was dispatched but never showed up. This giant that we pay our money to cant solve their issues so why keep their service they dont care. I should have known when I first signed up the phone number that was given to me was someone else's, I was being sent 2 different bills and then came home one night to my internet being off. That was my clue then to go ahead and cancel but I didnt. They even have the nerve to try and charge me 62.25 for that account that wasnt even mine nor was it my fault that I was given 2 accounts. get REAL verizon. You want your money just like I want constant connectivity. You are the provider, I pay your salary.

dslr595148

To all who need help:

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?

To the OP only:

#1 Go to Status tab on second one over from left on the top.

#2 For example of what Transceiver Statistics looks like, here is another user's Transceiver Statistics from this modem.

Downstream Upstream
Initial 3456934665 1125768862
Final (+92011) 3457026676 (+3389) 1125772251
Relative Capacity[%] 75 95
Noise Margin [dB] 13.0 10.7
Transmit Signal Power [dBm] 15.5 12.2
Attenuation [dB] 17.3 10.1
Bit Rate [kb/s] 17647 1047
Max. Attainable Bit Rate [kb/s] 23279 1095

*****

To the second poster only:

#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?

smith6612

One additional thing to tag onto DSLR's post, if you have a Landline with Verizon, check to see if you have any issues with static or other sorts of noise on your phone line during the times where the DSL is having problems or is about to drop. That's always a good indication of a line problem somewhere, likely outside.

crazdtech

thanks for the response, here is the information

news.giganews.com

traceroute to 71.181.*.* (71.181.*.*), 30 hops max, 60 byte packets
1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 0 ms 0 ms
2 ash-bb1-link.telia.net (213.248.70.241) 0 ms 0 ms 0 ms
3 GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms
4 P11-0-0.SCTNPA-LCR-02.verizon-gni.net (130.81.27.175) 14 ms 14 ms 14 ms
5 P4-0.SCTNPA-HZTNPAHZ-ERXG09.verizon-gni.net (130.81.197.243) 17 ms 18 ms 18 ms
6 * * *
7 * * *
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * *Max number of unresponsive hops reached (firewall or filter?)

this was the other information that was requested that matched what you were looking for

Broadband Status

Broadband Parameter Status

VPI:	0
VCI:	35
Broadband Mode Setting:	ADSL2+
Broadband Negotiated Mode:	ADSL2+
Connection Status:	CONNECTED
Downstream Speed:	10077 Kbps
Upstream Speed:	1179 Kbps
Retrains:	108
Retrain Timer:	0 Days, 1H:11M:45S
ATM QoS class:	UBR
Near End CRC Errors Interleave:	579984
Near End CRC Errors Fastpath :	N/A
Far End CRC Errors Interleave :	28974
Far End CRC Errors Fastpath :	N/A
30 Minute Near End CRC Interleave :	9
30 Minute Near End CRC Fastpath :	N/A
30 Minute Far End CRC Interleave :	0
30 Minute Far End CRC Fastpath :	N/A
Near End RS FEC Interleave :	0
Near End RS FEC Fastpath :	N/A
Far End RS FEC Interleave :	0
Far End RS FEC Fastpath :	N/A
30 Minute Near End FEC Interleave :	5206
30 Minute Near End FEC Fastpath :	N/A
30 Minute Far End FEC Interleave :	228
30 Minute Far End FEC Fastpath :	N/A
30 Minute Discarded Packets Downstream :	0
30 Minute Discarded Packets Upstream :	0
SNR Downstream :	6 dB
SNR Upstream :	11 dB
Attenuation Downstream :	33 dB
Attenuation Upstream :	17 dB
Power Downstream	0 dBm
Power Upstream	12.4 dBm

crazdtech

There have been 2 occasions more recently that I noticed the internet drop when the phone rang, this was within the last few days. though the wireless/wired remain connected to the gateway. No phone issues at all. The same issues reoccurring though aside from this behavior, the connection drops I login to the router to see what is going on then it comes back within a minute or two. Any type of usage that requires a stable or available connection frequently being interrupted is pretty frustrating when you have to go to an alternate method of troubleshooting because the support is not helpful; in addition to a tech that was out to my home as well.

dslr595148

@crazdtech wrote:
this was the other information that was requested that matched what you were looking for
Broadband Status
Broadband Parameter Status
<Big Snip>

Yes that is the requested info. 🙂

smith6612

That's what we need. It looks like your line is having an issue with poor signal quality. You're provisioned for 10M/1M but the line is not holding the full speed that it should be. In addition, the noise margin is pretty low. Lastly, you're pulling a good number of uncorrected errors on the line, which should be addressed.

One thing to note, when your phone rings or goes off the hook, there is a brief drop in your DSL signal as noise is generated from the change in voltage and load on the line. On a good line, this doesn't cause the DSL to drop. In this case, due to how marginal your connection is, you see drops.

By any chance, did Verizon install what is known as a "Homerun" when you got DSL service? If not, you may want to talk to Verizon to get one installed. A Homerun will essentially act as a whole home DSL filter, where a single phone jack in your house is dedicated solely to your DSL Modem. The rest of the jacks and any additionally attached devices are filtered out. This is all done at your NID, and Verizon will typically install these for free if you ask nicely. If not, the cost for them to do this is on average what a good low voltage electrician would charge. You can also DYI using some guides online.

For now, what you can do is take your modem out to your NID, which is the demarcation point or a box which connects your Home's copper with Verizon's copper. At the NID, if it's new enough you can typically find a test jack which you can use to connect your modem upto. This disconnects your home's wiring while in use. See if you can pull the same transceiver statistics from out at the box, to see if this is a wiring issue within your home. But to make it easy, have Verizon install a Homerun, which essentially does the same thing. In the past, Verizon used to install these for anyone with 5+Mbps of throughput coming through on DSL.

Worst case scenario, we get you dropped to 7.1Mbps/768kbps if the line cannot be cleaned up on your end, or on Verizon's end.

Child Item