A couple weeks ago I had real time conversation with MCO because I was loosing speed, and my pings where anywhere from 440-1025 MS only from 5:30 to 12 at night. Then all day my speeds and latency was fine. It was something to do with the circuit I was on. In are conversation I asked about the 3.1-7meg package. He told me to hang on while he ran some test. He made we watch the modem go from red to green. He explained that I was on 7megs right now and I should have no problem receiving that speed. He ran some test and came and told me that he can usually do this real time but he couldn't today (Sunday). He told me to "call sales tell them the MCO said to provision my line to a 7MEG line, because he changed/worked on my circuit". He also switched me back to 3megs after he explained what to do. I thought this was going to be easy, I was excited to receive the higher speed. I waited to make my call..... Called in and had nothing but issue kept getting the answer NO. Well after the third day of calling and multiple tickets made by technical department I spoke with this very helpful customer service rep. We spoke for about an hour, she said she knew what do and to hold on the line(she called multiple departments) She came back and told that she would call me in a couple days and there was to many hands in the pot. Basically an open ticket was preventing the change to go in. Unfortunately I never herd back from her. I called a week later and got the same info NO. Here are my transceiver statistics I dumped the D-Link DSL2750B for an Actiontec. How do they look? Any ideas where to go from here? PPP Type:PPPoELCP State:UPIPCP State:UPAuthentication Failures:0Session Time:0 Days, 22H:16M:51SPackets Sent:13856Packets Received:20369 Broadband Status Broadband Parameter Status VPI:0VCI:35Broadband Mode Setting:MULTIMODEBroadband Negotiated Mode:G.DMTConnection Status:CONNECTEDDownstream Speed:3360 KbpsUpstream Speed:864 KbpsRetrains:0Retrain Timer:0 Days, 1H:6M:51SATM QoS class:UBRNear End CRC Errors Interleave:0Near End CRC Errors Fastpath :N/AFar End CRC Errors Interleave :0Far End CRC Errors Fastpath :N/A30 Minute Near End CRC Interleave :030 Minute Near End CRC Fastpath :N/A30 Minute Far End CRC Interleave :030 Minute Far End CRC Fastpath :N/ANear End RS FEC Interleave :0Near End RS FEC Fastpath :N/AFar End RS FEC Interleave :0Far End RS FEC Fastpath :N/A30 Minute Near End FEC Interleave :030 Minute Near End FEC Fastpath :N/A30 Minute Far End FEC Interleave :030 Minute Far End FEC Fastpath :N/A30 Minute Discarded Packets Downstream :030 Minute Discarded Packets Upstream :0SNR Downstream :26 dBSNR Upstream :17 dBAttenuation Downstream :26 dBAttenuation Upstream :11 dBPower Downstream7.6 dBmPower Upstream11.9 dBm I get the 3megs all day, 5 Megs would be great. My wife downloads large work files that are taking much longer then they did before with are previous IP provider. We would be happy with 5MEG speed. We have used bandwidth calculators to give us an idea on how long it would take to dollar her work files. I really don't want switch back to my old provider I would haply stay with Verizon if I could receive the speed the MCO told me I could get.I saw the modem sync up. He called me back twice that day also. So he must of looked into my line quality.

Told directly by MCO to have sales provision to line to 7MEG. How do my numbers look?

A couple weeks ago I had real time conversation with MCO because I was loosing speed, and my pings where anywhere from 440-1025 MS only from 5:30 to 12 at night. Then all day my speeds and latency was fine. It was something to do with the circuit I was on. In are conversation I asked about the 3.1-7meg package. He told me to hang on while he ran some test. He made we watch the modem go from red to green. He explained that I was on 7megs right now and I should have no problem receiving that speed. He ran some test and came and told me that he can usually do this real time but he couldn't today (Sunday). He told me to "call sales tell them the MCO said to provision my line to a 7MEG line, because he changed/worked on my circuit". He also switched me back to 3megs after he explained what to do. I thought this was going to be easy, I was excited to receive the higher speed. I waited to make my call..... Called in and had nothing but issue kept getting the answer NO. Well after the third day of calling and multiple tickets made by technical department I spoke with this very helpful customer service rep. We spoke for about an hour, she said she knew what do and to hold on the line(she called multiple departments) She came back and told that she would call me in a couple days and there was to many hands in the pot. Basically an open ticket was preventing the change to go in. Unfortunately I never herd back from her. I called a week later and got the same info NO. Here are my transceiver statistics I dumped the D-Link DSL2750B for an Actiontec. How do they look? Any ideas where to go from here?

PPP Type:	PPPoE
LCP State:	UP
IPCP State:	UP
Authentication Failures:	0
Session Time:	0 Days, 22H:16M:51S
Packets Sent:	13856
Packets Received:	20369

Broadband Status

Broadband Parameter Status

VPI:	0
VCI:	35
Broadband Mode Setting:	MULTIMODE
Broadband Negotiated Mode:	G.DMT
Connection Status:	CONNECTED
Downstream Speed:	3360 Kbps
Upstream Speed:	864 Kbps
Retrains:	0
Retrain Timer:	0 Days, 1H:6M:51S
ATM QoS class:	UBR
Near End CRC Errors Interleave:	0
Near End CRC Errors Fastpath :	N/A
Far End CRC Errors Interleave :	0
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 :	0
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 :	26 dB
SNR Upstream :	17 dB
Attenuation Downstream :	26 dB
Attenuation Upstream :	11 dB
Power Downstream	7.6 dBm
Power Upstream	11.9 dBm

I get the 3megs all day, 5 Megs would be great. My wife downloads large work files that are taking much longer then they did before with are previous IP provider. We would be happy with 5MEG speed. We have used bandwidth calculators to give us an idea on how long it would take to dollar her work files. I really don't want switch back to my old provider I would haply stay with Verizon if I could receive the speed the MCO told me I could get.I saw the modem sync up. He called me back twice that day also. So he must of looked into my line quality.

Accepted answers

wiggie116

Sorry for taking so long to get back, but I got a great explanation of why my service is stuck at 3megs. My line comes out a remote terminal which is litespan back to the CO. Before I can get a higher speed Verizon needs to upgrade the trunk of this remote terminal, its T3. The good news is that Verizon is upgrading their copper system in my area. So hopefully in future I can get provisioned to 7.1 MEGS. Its frustrating that I have the line quality, and Verizon's equipment is the issue here. I believe that Verizon should offer the best service possible to every customer. IM sure this its expensive to upgrade this remote terminal, but are bills are expensive also. We are not talking about 8 house's here, we live in a large neighborhood with at least 200 Holmes. Thanks for your help Smith greatly appreciated.

All comments

[Deleted User]

Hi wiggie116,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Verizon_Support

Hello wiggie116,

Sorry we couldn't do anything further to help. Please let us know in a new public post if you ever need help with anything else.

Thank you,

-Jeramy

smith6612

Would it be possible to explain what went on to determine that a speed higher than 3Mbps could not be given to the customer? I usually go to MCO directly to get changes made to my line, because there are specifics to my circuit that need to be addressed or else I will not have a good time with it. When I had my line adjusted to 5Mbps, MCO just had to make a database edit and then put in an order for the speed I wanted, and finally disabling ASSIA optimization so that I wouldn't get hit with a botched profile the next day.

As long as you're on the Enhanced DSL package, and the equipment Verizon has you attached to is not running off of a circuit less than an OC3 Fiber connection (This gives 155Mbps down and up), that line you have there should be golden for 7.1Mbps. Billing should not need to do anything else besides requesting an exact speed based on the qualification database.

If you could explain what happened to me, that would be wonderful. Of course, do keep in mind this is a public forum. I'm not sure what Verizon's moderators will allow you to mention outside of the private support thread. From there I'll point you in the right direction if we're not stuck between a wall and a hard place.

wiggie116

When the issue went to the private forum it started to get resolved right away. I thought I was all set, the CSR said he was calling billing in advance for me to get everything taken care then he would call me back. What happened unfortunately.... I received a call from the CO saying the remote hut my line is in is set to 3meg only. So he basically said if he set me to 7 it would have an hour class affect. I would receive the 7 Meg's then it would kick back to 3meg, he kind of stumbled a few times saying the other MCO was partially right and wrong. He said I have very good numbers and good receive the 7 meg no problem if the hut was upgraded. I could be wrong but it might be copper from my house to the hut then fiber back to the CO? It doesn't make since to me, I was told yes, then no. I was also told by other VZ techs that 7meg does come out of that hut. I'm a DNS tech for a sat company so I run into VZ dsl techs maybe once a week. I have ask 3 since I was told yes. They all asked where I lived, they atomically knew what hut I was in because it's located next to a closed BK. They all said the same thing! Any help or info would be greatly appreciated.

This might help also there are 3 medium size shopping centers around this hut. Home Depot, Dicks, Stop and Shop ETC. I also remember 3-4 years ago a contractor hit a main feeder line. It shut of phone service in the east side of town for few weeks while they replaced lines above ground, and under ground. They worked around the clock to get service restored.

wiggie116

You asked if I had enhanced. I do have enhanced 1.5--3meg enhanced package. And adsl+2 modem.

smith6612

I'll be sending you some contact information in a PM. I'd like to get the answer clarified for you if the answer is no. Check the top right of the forum pages for a golden envelope.

wiggie116

smith6612

Anytime 🙂

aggeeme

No one can seem to be able to help me. I dont know the lingo but I get disconnected or no internet many many times a day. Im paying a lot of money for HS DSL and I need it to work from home.

wiggie116

What you should do is start a new topic first and go from there. I'm a new here to, but I have learned allot from other community members. You probably gonna be ask for your Transceiver statics. You type 192.168.1.1 in your browser. Then you will be
Prompted for a username and password it's usually. Admin= admin and password= password. Go to utilities and select wan status. Copy and past them to the new topic with explanation of your issue. There are few other test you can do to help. I'm sure someone will get You going in the right direction. Every time I have posted I always got help.... Good luck

I'll try to help if I can..

wiggie116

An update on my speed. Around December 5th I started to slow down to a 1meg from 4-11pm every night!!!! I had this issue before so I thought it was gonne be an easy fix but I was wrong. It was escalated and escalated. Then finally I got a call back from VZ employee and his professional opinion was that my remote hut was congested and there was nothing I or they could do right now. I called in every night prior and explained my issue everyone did there best to help and try to get my up and going again, but everyone checked for congestion at the CO and they all said all clear. IM sure the two are totally different test. However as a last ditch effort I called one last time. And I got a local CSR who tried resolve my issue. She said my areas is now showing 3.1-7megs available. I couldn't believe they upgrade my equipment I was attach to. It did make since because I never seen some many VZ bucket trucks in the area over the last few months. She told me she couldn't guarantee anything. Lets give it a shot I said. Next thing now I get an email with the new order updates. The next day my modem resets. I log into the gateway and I see sync of 7880 down and 864 up. I instantly ran a speed test and got 6.15-7meg downloads. And .75 uploads.......

I also got a two phone calls one to confirm my provisioning was completed, and one the next day to say the line they were ran and there was no issue found. It also said something like my line was capable of handling my new speed ( I saved both voice mail/emails I received) my speed is still slower at night but instead of .75-1.25 megs 3.75-5.50 megs a 100 times better for us. I can deal with that. So thank you everyone out there for your help. You have made me a very happy Verizon customer Smiley Happy

Adam8181

according to Verizon experts, billing dept, my DSL is 3MB/s.

Nothing has change, really.

Told rep that in summer roadwork cut the cable digging and since repair my internet never got even close to normal speed.

But I was told not to worry because as soon as I upgrade to higher speed level I will be flying high.

Highest speed I got today was almost as good as on the pic. below 0.87/0.7
10 years ago I chose Verizon as my provider, guess it's time for change.

Anyone has similar problem with listenning, Verizon, ear?

wiggie116

Ageeme, start a new topic. Try to get your transceiver statics in your new post. Type 192.168.1.1. You will get a window prompt for Admin and Password. Type in admin= admin password= password. Go to the status bar, then select wan status. Copy and paste them
Into your post. This will help. There are plenty of people Who can help you out. This is an old thread so you need to start a new one so your issue can get some exposure. If you can't get into your modems gateway. Don't worry because someone with more experience can help you out. I'll help if I can...

wiggie116

To answer your question about the customer service. It can be an awful experience with half your day wasted on the phone with no end results. I'm sure someone her can get you going in the right direction. Stay patient if you can. Good luck

Adam8181

Thank you for helpfull hand.

My problem has been resolved, just got new modem, I had old Westell 2200 modem.