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DSL connection keeps dropping

I have been trying to resolve an issue with my DSL since December. I have a Westell 7500 modem/router that loses connection several times a day. In the past I have been able to reset it and the connection would resume but in the last week it has gotten much worse. Sometimes it will take 45 minutes to reconnect and sometimes it will take a day. I've called tech support at least 10 times on this and all they do is run a line test. Yesterday I received an email stating the line is not up to their standards and they will contact me to send a tech out. There has already been 3 techs in my house and none of them can tell me what's wrong. We have reran the phone line from the verizon box directly to the phone jack the modem is plugged into and that did not help. Any advice? Is it the cheap modem Verizon keeps telling me there's nothing wrong with?

Comments

netdude68

If you have access to a stand alone router you could try turning off the router part of your westell by placing it into bridged mode. I do not like these combo modem/router devices as they seem to have issues just like you describe as one. Have you ever had your modem replaced? You may want to see if Verizon offers just a plain vanilla dsl only modem without the router.

giorfida

Ummm We paid EXTRA for the modem/router combo to Verizon... so to say 'Disable it' is unacceptable. Period.

Found something by accident last night though, (again, my connection stats are superb by all accounts), but I was on my land line talking last evening, as well as on the computer. Now from the day I moved in, the line had typical landline noise/static etc-- (something I forgot all about after living with FiOs for almost 5 years.), when mid-conversation, my phone line becomes amazingly quiet., and I look up to see, my DSL connection just dropped.... after about 15 mintues of messing around, i get dsl back, and just seconds before the DSL comes back up, the noise on the phone line starts over.

Tells me, something is severely wrong at the CO end of things, or somewhere in the stream. My complaint now is with support. My hearing is tno the best as it is, and calling in to non-native english speaking individual that give me the same canned responses, I dont have time for. SO I try the online help thing, and they tell me to call in. I'm not getting what I pay for, I'm so close to just tethering my PC to my cellphone and using wifi. I feel i gort ripped off on faulty service/modem, and because I'm nto a FiOs customer, i'm sub-human to them. It's almost a form of discrimination-- sorry, belive me, if FiOs was available, I would have it in a heartbeat!... {please keep it relevant}

... there once was a time that you didn't have to fight just to get what you paid for....

mechanics600

As for the landline noise it sounds as if you do not have filters attached. If you did not receive any they can be purchased from some of the retail outlets or you may order from Verizon. Each landline phone should have one between the wall jack and the phone. The difficulty keeping the dsl connection may be related to the CO or the distance you are from there. A field tech can check to verify your signal quality and distance.

Samxenial

@mechanics600 wrote:
As for the landline noise it sounds as if you do not have filters attached. If you did not receive any they can be purchased from some of the retail outlets or you may order from Verizon. Each landline phone should have one between the wall jack and the phone. The difficulty keeping the dsl connection may be related to the CO or the distance you are from there. A field tech can check to verify your signal quality and distance.

Congratulations! You just gave a typical verizon tech support response.

On a side note. I've been having the same issues for the last year. I've gone though 3 different modems and all have had similar results. Sometimes I would get great connectivity for a month straight. Other times I would disconnect every 2-3 min for days on end. I get line noise whenever someone calls like you do. I've gone as far as connect the modem straight into the telephone box outside and it doesn't make a difference. It's an issue that I don't know how to resolve. Maybe someone will read this and possibly shed some light.

DonnaJ5152

I have been having trouble for months, but seems to be getting worse. I constantly lose my internet connection, and evey I sign off, (or get signed off) I have to turn the modem off and leave it for a minute, then turn it back on and wait another minute. Seems a bit ridiculous to me to have to do this constantly. But of course, it is not Verizon, it is my computer, or my phone line. My contract is up in October, and you can bet I will have cable, it is faster, and the people I know that have it, do not have the problems I have.

debish

I am having the same problem with mine. I have connection for only 20min. or less then I have to turn of my modem so I can reconnect . this is done several times a day . they run line test after line test and nothing is wrong. so why do I keep losing connection. they don't have a problem billing me the same monthly fee, they don't even consider given u some type of credit. There is a problem some were and they need to address this issue.

Letitride3c

Same here in the fringe portion of northeast Queens in N.Y.C. and it's getting worse for the past year as VZ begin the slowing down Fios rollover (eventually, by 2014) - used to get 1.5 speed on Earthlink and upgraded to 3.0 upon switching to VZ in 2005 since we're much closer to the CO ~ around 6,000 feet. Moved to our newly built house in 2006 and downgraded to 1.5 since we are about 16,000 fee from CO (as if I should know and consider this factor when we're looking for a new home, right) and line conditions resulted in being further dropped to just 768/128 service for 2+ years. (Fios was promised and still waiting)

There was hope in 2008-09 when I called & was told we could get 1.0/384 (ADSL2+ & other CO upgrades) and for a while, it was fine, occassionally disconnect since downstream margins were near the limits, but still okay.

Buf, since last summer - dsl line has been getting worst & worst - one of the dispatched VZ field tech (after trying to get a truck roll several times by escalated tech. support) traced it to likely UNUSED BRIDGE TAPS on the line but said voice repairs need to be called to come out & fix it.

Well, voice repair came & found no problem (so they claimed) after cancelling 2 earlier work orders as resolved, and refused to do anything else, billed us for a dispatch for "problems with customer equipment" not covered by inside wiring and/or maintenance plan. Paid the $91 + tax under protest and subsequently cancelled boh inside & equipment plan. Contract is up this month, and I am ready to cut the copper wire since we got 4 years old pre-wired coaxials already being used for DirecTV and everyone else on the block is using cable HSI (it's much, much faster)

It used to be that due to our "pure" distance distance from the CO, that line conditions would worsen and that I would reset the modem manually every few days to bring it back to optimum, to last year's once a day ritual, and for the past 2 months, to twice a day or more routine - getting tired of this, really tired of it. No more - DSL, you are fired !

Migrated email addresses to gmail, aol & live - away from the @ verizon.net and @ msn.com so that we can easily switch, and with so much junk calls (despite national & state/local DNC list enrolled) - we are going to get a new unlisted # with spouse's name & give it out as needed. Others will get our Goggle Voice number for further filtering.

Our days with VZ analog (POTS) and dsl are numbered - D minus 20 or so, and the final countdown has already begun.

rboehm

I hear ya. I can almost set my watch by the drop outs in DSL carrier. Calls into tech support always get the canned response to reboot modem, restart computer. How many times do I need to do this each day? They tested the line and said it was great. Send a tech out and says everything is fine. But every day I go through this and it is repeatable. They switched ports and made matters worse.

24 hour line test time and time again with no response, they just close out the ticket even though the problem is not solved.

I am starting to make th migration away from verizon with regard to email etc so I can do the same, cut the cord.

janjan___verizo

Me too my connection disconnects and I have to unplug the internet cord and unplug it for it to work. I called Verizon they said that there was a problem with the modem ,so they sent me another one . I still am losing connection like every 30-60 mins. Even some times 5- 30 mins.Some times even faster than that it disconnections . But the lights stay the way the are supposed to. I went to device manager on my PC and it said nothing was installed for the internet cord . So I tried to tell the woman at customer service ehelp and all she said was "It's the modem that's the problem". Ridiculous huh? Smiley Sad . Right now the internet is getting Better as far a s not disconnecting but I still don't know what the problem is and can't resolve it!

SenseFusion

Same here. Anyone know how to fix this? Also I am in TX close to Houston.

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