I have been trying to get this issue resolved for several weeks now to no avail. I have sent emails to customer support with no response and have requested help from Verizon Direct through DSL reports and received no response there either. I am now posting here in hopes that a customer service tech will help me through here (although I doubt it). All personally identifiable information is removed as this is a public forum, but I will gladly give the information to a properly identified Verizon agent via PM if requested. I am in IT so I know what I'm doing, and I have done all the legwork for you, as listed below. I know where the problem lies, but until Vz CS finally responds to me it can not be rectified and I am becoming increasingly frustrated. My issue, and resolution attempts are as listed:
Service Name: [edited]
Service Address: [edited] Woolwich Twp, NJ 08085
Service Phone Number: [edited]
Customer Code: [edited]
Service Time at this location: 7+ years
To Whom It May Concern,
In the past month my connection has become very slow (almost half the normal dl speed). Prior to the beginning of these issues my line over the past couple of years always had a max speed of 3360 kbps dl / 864 kbps ul. The actual speed was consistently in the 2.7 mbps to 2.8 mbps dl range and .76 mbps to .8 mbps in the upload range with a ping in the high 20s to low 30s.
At current my max speed is 2944 kbps dl / 864 kbps ul. However the actual speed is 1.5 mbps - 1.6 mbps dl and .5 mbps -.6 mbps ul with a ping in the high 40s to mid 60s. This is a significant drop.*
My issues began after several days of flooding in South Jersey in late June/early July. For a few days afterwards there was intermittent loss of sync several times daily along with static on the phone. When the DSL would sync it was usually with a very slow upload. The margin at that time was usually very low in the upload between 4dB-6dB. However usually the downstream was fine in both max speed and margin.
After checking out, cleaning and drying the NID it was determined using an ohmmeter on the incoming pair that there was high resistance on the return line. This is consistent with the low margin and noise. I assumed a line or connector was wet and would dry out with a few days of sun. After a few days it did resume consistent sync, although never quite had the same actual speed (loss of about .3-.4 mbps from normal) but had normal stats. A couple of weeks later we had another stormy day with flooding. Again we began experiencing sync issues. Same stats again as the previous outages. Again performed the same maintenance and diagnostics on the NID with the same results. After a day and a half the line stabilized. However at this time the line began showing a max line speed of 2944 down. And as mentioned above, a significant drop in actual speed.
It is now several weeks after it began and there is no change. To rule out any issues in house I have done the following:
1) Changed my 3rd party router back to the stock Westell 327w (and back again). Reset factory specs in both units.
2) Changed the splitter in the NID (replaced with the same model as installed last year). Also changed all filters on inside lines, despite the DSL being on a homerun.
3) Ran a new homerun line from the splitter to the inside jack. Also replaced the line from the jack to the modem.
None of these resulted in any change. After each the stats remained consistent every time. All tests were done on a Windows 7 Home Premium PC, Hardwired, with all other devices disconnected and the wireless turned off on both routers. The only phone in the home was also disconnected.
Additionally, to rule out a computer issue, each router was also tested once using a hardwired laptop with the main computer turned off and disconnected as well as a high end mobile Android device, on wireless, with all other devices disconnected. Again, the stats were always within very close range to each other. This should 100% rules out anything in the home.
My assumption initially was that due to the consistent sync issues the system decided to put me on a different path to increase line stability. However I would have assumed that by now that I would have been switched back. Obviously this had not happened if that is the case.
It is also worth mentioning that while the lines to my home are copper, not fiber, less than a mile up the road it does become fiber and at that point runs all the way to my dslam which is only a few miles further. However, about the same time this all began work to replace the lines and poles at that junction point and during that run. They are still working on those lines & poles daily to this day.
Verizon HiSpeed Internet Extra
Modem/Router: Netgear DGN2200v3 ADSL2+ Modem & Wireless Router (running Firmware V1.1.00.23_1.00.23NA).
Line: Copper pair buried from pole to NID. NID to router uses separate homerun splitter and independent line.
Please help! Thank you!
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