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DSL keeps losing connection

For the past several weeks, I keep losing internet connectivity. I reset the modem and it will work for an hour or so but eventually i lose all internet connectivity including wifi . I have talked to customer support several times and they suggest resetting the router, rebooting, etc. Either way, they dont seem to be able to permanently fix the issue. Do I need a new router (i have the GT784WNV). Is there a way to fix this? FIOS isnt available in my area so is the only solution switching internet providers?

I would really appreciate any guidance.

Comments

dslr595148

#1 In the modem combo go to Status

#2 Please post the Transceiver Statistics.

#3 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

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

Claybuster1

At least you got to talk to a real person, I haven't been able to do that. I have had the same problem for about a year now. When I run the computer diagnostics it always comes up as DNS server not available. Most of the time when I reset the modem it will work for a while but I often have to do it 5-10 times a day.

I started tracking the times I lost DSL last September and it's been out a total of 272 times since then, as many as 8 times in 2 hours. I had the problem about 3 years ago and it turned out that it was due to Verizon's equiptment outside. After they checked it the DSL was good for about a year and then started again. Very frustrating to say the least.

I wrote a letter to corporate back in April detailing all the problems and never heard a word from them. Very poor customer service.

arhe40

Thanks for your response. Here are the trannseiver stats although theyre not exactly the same as what you posted - let me know if you require different info

Firmware Version:	GT784WN-VZ-1.1.6
Model Number:	GT784WNV

WAN MAC Address:	00:7f:28:f9:f5:72
Downstream Rate:	4512Kbps
Upstream Rate:	864Kbps
PPP User Name:	admin
ISP Protocol	PPPoE
Encapsulation:	LLC
Gateway IP Address:	108.46..
DNS Address #1:
DNS Address #2:

(

traceroute to 108.46.*.* (108.46.*.*), 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) 17 ms 17 ms 17 ms
3 ash-bb4-link.telia.net (213.155.130.58) 0 ms 0 ms 0 ms
4 atl-bb1-link.telia.net (80.91.248.137) 15 ms atl-bb1-link.telia.net (213.155.134.131) 13 ms atl-bb1-link.telia.net (80.91.251.86) 18 ms
5 TenGigE0-1-4-0.GW7.ATL4.ALTER.NET (157.130.90.237) 15 ms 19 ms 15 ms
6 0.xe-4-1-3.XT2.ATL4.ALTER.NET (152.63.86.189) 14 ms 14 ms 15 ms
7 P0-8-0-0.NYCMNY-LCR-21.verizon-gni.net (130.81.22.17) 24 ms 24 ms 24 ms
8 G2-1.NYCMNY-NYCKNYBR-ERXG14.verizon-gni.net (130.81.195.147) 24 ms 24 ms 24 ms
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * Max number of unresponsive hops reached (firewall or filter?)

gremlins

Verizon used to do everything they could think of to pass me off. When it rains I loose conection at the pole serving the block. They have known this for 2 years. Are you shure its the modem and not coroded conection outside you're house?

arhe40

could be - if so, what can i do about it?

arhe40

to dslr595148 - do you have additional instructions for me?

dslr595148

For the Transceiver Statistics, did you see anything about: Line Mode, Data Path:, Transceiver Information Down Stream Path Up Stream Path, DSL Speed (Kbits/Sec), Margin (dB), Line Attenuation (dB), Transmit Power (dBm) ?

arhe40

is any of this what you're looking for?

Broadband Parameter Status

VPI:	0
VCI:	35
Broadband Mode Setting:	ADSL
Broadband Negotiated Mode:	G.DMT
Connection Status:	CONNECTED
Downstream Speed:	4512 Kbps
Upstream Speed:	864 Kbps
Retrains:	112
Retrain Timer:	0 Days, 3H:1M:1S
ATM QoS class:	UBR
Near End CRC Errors Interleave:	500589
Near End CRC Errors Fastpath :	N/A
Far End CRC Errors Interleave :	398646
Far End CRC Errors Fastpath :	N/A
30 Minute Near End CRC Interleave :	0
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 :	4
30 Minute Near End FEC Fastpath :	N/A
30 Minute Far End FEC Interleave :	0
30 Minute Far End FEC Fastpath :	N/A
30 Minute Discarded Packets Downstream :	0
30 Minute Discarded Packets Upstream :	0
SNR Downstream :	16 dB
SNR Upstream :	12 dB
Attenuation Downstream :	38 dB
Attenuation Upstream :	21 dB
Power Downstream	19.7 dBm
Power Upstream	11.9 dBm

dslr595148

Ok.

#1 An original or very old style NID with a spark gap and ground wire can even get spiders in it that could cause an issue. Inspect the NID first before thinking of changes or wiring.

http://en.wikipedia.org/wiki/Network_interface_device

http://en.wikipedia.org/wiki/Demarcation_point

Running a good quality wire CAT5, no need for CAT6, directly to the NID for the DSL modem jack may help. That is what I had done with mine. Depending on the number of loads or amount of wire in the house could also cause issues. But if the user's signal quality is not being pulled low due to a wiring issues, it would usually indicate a problem elsewhere. Unless there was noise being picked up on the premises wiring. Wire DSL directly to the NID and install a filter there for all other in house wiring may help. There used to be available what was called a NID Filter, and I am sure you can still get them.

Ideal Connection if house wiring is an issue, or very old, and lengthy. Install a filter / splitter at the NID.

Run CAT5 directly to the NID location, and install a dedicated jack for the DSL modem.

Remove all in house wiring from the NID.

Connect piece of CAT5 from the NID to the filter / splitter input

Connect all existing phone lines to the phone side of the filter output.

Connect the new DSL CAT5 directly to the NID before the filter / splitter, or to the DSL side of the filter / splitter, depending on the device purchased.

This will take all the existing premises wiring out of the picture unless there is a short circuit or excessive load somewhere in the house.

At this point all the single filters could be removed because the DSL is filtered at the NID.

http://www.homephonewiring.com/dsl.html

#2 You can test outbound to Giganews. But giganews has/had a test that will check your inbound connection from their servers to you.

I heard from another user that

Giganews is being watched very closely because of multipart binaries, and pirated material. MP3s and Video Content. 7 years ago you could get 10-20 MP3 albums in a single day, and that was with a 15/5 fios connection. So they started providing an encrypted connection service for an added fee. I have not messed with news groups for a very long time. Now with deep packet inspection, and other enforcement, I would not even think of it. No news I want there. But there may be content that people want? They may even be checking and limiting speed from that domain. Never tested. But let me see. It looks as if reverse trace routes and speed tests are being blocked by Verizon from Giganews to my router.

Reverse Traceroute

Tool news.giganews.com

traceroute to *.*.*.*, 30 hops max, 60 byte packets
1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 0 ms 0 ms
2 te0-0-0-7.mpd22.iad02.atlas.cogentco.com (38.122.67.49) 0 ms 0 ms te0-7-0-9.mpd22.iad02.atlas.cogentco.com (38.122.62.193) 0 ms
3 te0-0-0-4.ccr21.iad02.atlas.cogentco.com (154.54.31.105) 0 ms 0 ms te0-2-0-0.ccr21.iad02.atlas.cogentco.com (154.54.31.101) 0 ms
4 uunet.iad01.atlas.cogentco.com (154.54.13.138) 28 ms verizon.iad01.atlas.cogentco.com (154.54.10.226) 40 ms uunet.iad01.atlas.cogentco.com (154.54.13.138) 28 ms
5 0.ae1.RES-BB-RTR2.verizon-gni.net (152.63.32.157) 41 ms 41 ms 0.ae2.RES-BB-RTR1.verizon-gni.net (152.63.34.22) 13 ms
6 * * *
7 * * *
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * Max number of unresponsive hops reached (firewall or filter?)

#3 Have the provider run a local loop test to see if any problems are indicated. If there are, then they could run the test with everything in the house disconnected, except the new DSL modem connection. If issues are still indicated, then the DSL provider needs to make connections on the local loop. Another user told me that they had issues when it rained, and it was because construction had left a splice box open on a line somewhere.

arhe40

dslr -

thank you for all your help. does verizon do this or is it somethimg we would have to do ourselves?

BobHatcher

Keep it simple. Relocate your modem to as close as possible to the outside connection. Have the line go directly to a phone quad connector. Run one line to the DSL MODEM. Run the other to the DSL Filter if you still have a landline. I'll bet your line stays up after that. Factory reset the MODEM. I helped 3 other people in my neighborhood as well as myself doing this.

Good luck.

arhe40

I spoke to verizon over the weekend and they seem to have finally fixed the problem although im not quite sure what they did. Thanks for all the help!

mlaferriere

Mine has been doing the same thing in Western Massachusetts for about a month. I wish Verizon had a email for customer service. I hate running through the first tier support scripts. Did you reset your modem? Did you reset your router etc.? Try unlugging any cordless phones etc.

I got a new phone to wall cord and plugged the modem directly into the telco box after disconnecting the wiring going into the house to isolate my house wiring and other devices etc. that may be causing interference and this made no issue.

Last year after getting a new roof the Verizon tech re-attached the phone wire too low and it has been draped over the eave ever since. Hopefully its just the wiring that is getting fraid not my shingles getting worn when the wind blows.

What did you finally have to tell Verizon to get them to realize their is a problem?

arhe40

Acyually the problem persisted until I moved the modem to a different wall jack. It still disconnects occasionaly but far far less than before.

douglyx

my area is wired for fios....they had ppl out last month trying to get home owners on fios

i couldn't afford to upgrade so i'm still on dsl

over 10yrs ago..i did this for my dsl line. i hard wired my house dsl line with some old coaxial i had laying around(pre fiber optic grade coms wiring)

i have no phone line coming in..i use dsl only ...i have magic-jack for phone services

imo...i think verizon is secretly weakening the dsl connections on purpose to get ppl on fios, i'd upgrade but still can't afford it

about 1/2 of your connection problems is in your house..other 1/2 is either internet or verizon's fault

btw, i keep getting disconnects lately too...it's annoying the hell out of me..and i'm hell not going to comcast.

in a month or so...i hope to get fios installed..

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