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Westell 7500 keeps dropping connection after 2 replacements!

I'll keep this brief, but I'm in dire need of help. I signed up for Verizon's dsl service in May, and they sent me the Westell 7500. I have a dsl-only line with no phone service. Ever since, my connection has been spotty. The only problem is connection drops. The dsl light will stay solid green, and the internet light will turn red. Some days I will have no problems, and others it will drop 4 to 5 times, for 20-30 minutes at a time.I have had to swap out my 7500 modem 2 times, in hopes that I would be receiving a functional one, and to this day nothing has been resolved. In the 7 times I have called Verizon, 6 of those times the agents helping me went through the standard checklist and were no help at all. One time however, an agent mentioned I should swap it out for an action tech modem. Is this true, and has anyone have any better experiences with action tech? I'm just at a loss for what to do. I've troubleshooted everything and nothing is working. Does verizon even make housecalls, or will they just keep sending me the same bad faulty modem? Any help is greatly appreciated. I just want a reliable internet connection!!

Message Edited by larkinsfam on 11-06-2008 10:35 AM

Message Edited by larkinsfam on 11-06-2008 10:36 AM

Comments

Telcoguru

It is not the modem it is the line. Do you know how far from the Central Office you are? Do you have a homerun to your modem with a whole house splitter installed?

larkinsfam

I don't know the exact distance, but running tests on speakeasy results in a 2.8/600 connection. Being that optimal is 3/768, I can't imagine we are too far away from the office. I called Verizon's tech support at 8:30pm Thursday night, because the internet light was red. Tech support asked that I power cycle the modem, which after I did resulted in the internet working fine. The tech support agent said she couldn't do anything because the line test showed nothing wrong. At 11:34pm that same night, the internet light went red again. I called tech support, who talked to a level 3, which in turn gave them permission to elevate my problem to the advanced team. The advandced team said the same thing...it wasn't the modem. They said they will open a ticket, and someone should be touching base with me, and if it closes, then it's fixed. I spent an hour and a half on the phone that night, all for them to pass the buck.

Here's what's going to happen.... they will "monitor" the line, report that everything is fine, and close the ticket. I even gave the guy a quick code proving that at 11:34, the internet was not accessable. Maybe I'm asking the wrong question. Maybe I should be asking how to cancel the service without the termination fee.

Again, let me reiterate... I've had 3 modems sent to me..... all of which have been the Westell 7500. Obviously someone at Verizon should be saying to themselves "hmm...this guy might have some bad wiring/bad modems"

What does it take to get your problems fixed at Verizon!!!!!!!!!!!!!!!!!!!

Message Edited by larkinsfam on 11-07-2008 07:28 AM

larkinsfam

Before I headed off to work, I noticed it happened again (11:15am Friday). Lasted for five minutes. I monitored the sequence of events on the modem:

DSL light and Internet light were solid green

Internet light disappears, and dsl light is sold green.

Internet light turns red, dsl light solid green.

Following minutes, internet light is still red, but dsl light blinks exactly once per second.

Next 30 seconds, internet light is still red, but dsl light increases speed, blinking every 1/4 second.

Last two situations occur repeatedly for the following 3 minutes or so.

Internet light and dsl light turn solid green and work again.

The advanced team tech kept asking me last night if the dsl light was blinkning, to which I responded I don't know. Now I do. Is that a sign of something?

Again, please someone help with this never ending cycle of frustration that has no end. Of course, no one probably can fix this anyway, seeing how it's stumping even Verizon's best and brightest minds, so who am I kidding?

Message Edited by larkinsfam on 11-07-2008 09:13 AM

larkinsfam

I'm at work right now, but before I left at 11:30am (Friday), it happened again, same situation as above. On my way to work I called the tech support, and told them, very frustrated, just to read my file. He created a new ticket number for some reason, and said they would be monitoring my file.

I feel like I get the same line every time. I told him I already spoke to an advanced team member, and to just read my file because I had already spent an hour and a half on the flipping phone and didn't feel like repeating myself all over again.

A connection dropping twice in one hour is just unacceptable. What does it take to get this problem fixed, or to have a tech guy come out??????????????????? Ugh!

upset

Verizon sent me a bum 7500 westell that burned out the connection to the computer-Cost me over 200.00$ to have it fixed-Thanks verizon!. This was the second westell they sent me. Third time's a charm> hopefully this 'new' modem will work properly.{please keep your posts courteous}

Message Edited by KaLin on 11-10-2008 08:30 AM

larkinsfam

Tech guru...thank you. I will post my modem stats soon

Hoewver, this is absotluely ridicluous! I contacted tech support, and some random Indian lady told me that they would send out a technician today (Monday). When I called this morning (after my internet light has gone out 7 subsequent times this weekend) she asked for a good time. I told her I requested time off from work on Tuesday so I could be home when the tech comes out. She, in her wonderful broken engligh, told me that they can't come out tuesday, but can come out between 11-6 Monday. Moron didn't understand I work!! What is with Verizon and trying to get your stupid problems fixed?

Annoyingly, I hung up the phone, and figured that when the tech called me on Monday, I would just call during my lunch hour and tell him to see if he can come when I get home at 6. I just got a call from the technician an 2 hours ago. I went to the bathroom to listen to the voicemail (we can't be on the phone during work), and he asked me to give him a call to reschedule a better time. I then got another call from him just one hour later and he told me that I should call verizon to reschedule seeing as how he can't touch base with me! EVEN THOUGH I'M AT WORK and was going to call him back on my lunch!

Doesn't anyone understand how hard this is to get a stupid problem fixed?? I'm pulling teeth just to get my internet to work consistently.

Message Edited by larkinsfam on 11-10-2008 10:31 AM

Message Edited by larkinsfam on 11-10-2008 10:32 AM

Telcoguru

Since Verizon has sent DSL tech support to India customer support has gotten much worse. I wish they would listen to the customer and send out a tech when requested by the customer.

rxp188

so did you ever get your connection to work normally? i'm having the same issue and just the other day Verizon is shipping me over a new 7500 but if you still saw the same issues with a new modem

i might need to consider switching to another provider..

Tampaite

Am having the same issues...Ordered DSL about 2 weeks ago.

The first few days were OK but lately am having to reboot my modem every 3-4 hours...Called tech support and they would give me the run around to do standard checks and this involves rebooting the modem and needless to say, I would be back online..

Finally, after 2 weeks I was able to get hold of a tech support guy who ran a line test and said he would dispatch a new modem..so will look for it in the next few days...

Russ

WOW. I have the same problem as you. Never had the issue until I went to the Dry Loop service. My guess is it's the technology they use without a phone. {please keep it relevant} Cheers.

Message Edited by Jonathan_K on 02-07-2009 10:22 AM

Provider7

@larkinsfam wrote:
Annoyingly, I hung up the phone, and figured that when the tech called me on Monday, I would just call during my lunch hour and tell him to see if he can come when I get home at 6. I just got a call from the technician an 2 hours ago. I went to the bathroom to listen to the voicemail (we can't be on the phone during work), and he asked me to give him a call to reschedule a better time. I then got another call from him just one hour later and he told me that I should call verizon to reschedule seeing as how he can't touch base with me! EVEN THOUGH I'M AT WORK and was going to call him back on my lunch!
Doesn't anyone understand how hard this is to get a stupid problem fixed?? I'm pulling teeth just to get my internet to work consistently.
I feel your pain. I had work done on my own Dsl recently...I even told them I was an employee... It goes beyond frustrating. In you situation you need a tech sent out to resolve your issue to isolate your trouble. Something is interfering with your signal. Telcoguru suggested running a wire direcrly from outside at your interface to your modem. Have you tried this? This will eliminate everything in your house that could cause any interference to your router. Here is a list of things I've seen kill a dsl signal:
Cordless phones
Satellite recievers
Dialup modems still connected
Filter placed between the wall and the router
Alarm systems
One of the best fixes I've found is placing a special filter at the interface which seperates the modem wire from the rest of the house. The tech will aso be able to isolate if the trouble is inside or outside.
As for disabling the wireless, that should have no effect to loosing the Dsl light (signal) It should remain on at all times.

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