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DSL Internet periodically shuts off

My High Speed DSL internet seems to periocially shut off. This problem started a week or so ago and is not correlated with a change in internet usage. It usually occurs after a few minutes of use, all lights on the router will stay green (power, WiFi, DSL, & Internet lights) but all our devices will show they are no longer connected to the internet. The problem can be temporarally fixed by re-starting the router but it will disconect again after a few minutes (around 5-20), once the internet shuts off the second (and subsequent) time(s) the "internet" light will turn off, all other lights will stay green. We frequently stream so it most often happens while trying to watch something, but not always. The problem occurs with devices connected via WiFi and Eathernet Cabel. The Verizion support line I called didn't get me any further than re-starting the router, I'm planning to call back sometime this week when I'm at home and have time.

I suspect this is some kind of problem with the router itself but would like to see if anyone has another idea before I buy a new one.

Comments

SarahK13

The same thing happens to me! It started a couple months ago. I finally caved in an called when it started cutting out every 10 minutes one day. I was told I needed a new router (mine was 10 years old) and the problem would be fixed. I got the new router and I am still experiencing the same issues. It almost always cuts out when I am trying to stream movies/videos. I would not recommend waisting your money on a new router just yet. When I troubleshoot the issue I get a message that my "DNS server may not be available." Hopefully someone will see this an be able to help us.

oh, and calling them didn't help me either.

[Deleted User]

This issue has been escalated to a Verizon agent.

smith6612

What model is your modem/router? We might want to check the line stats and gather some system logs.

Veich4

I've been dealing with this for a year! At first it was annoying but tolerable (Only happening 2 or 3 times a day) the last 3mos it goes down every couple of minites, it's to the point that it's down more than it's up. I did have the router replaced about 6-7mos ago so that isn't the issue. I'm completely fed up, I pay every month for service that I can't even use! Oh and tech support is absolutely no help

jerefw

I am having a similar issue. Originally, 14-15 years ago, I had a Westell modem supplied by Verizon, and my own router. Then I had a Dlink router/modem supplied by Verizon, and it did what is described here. So, I went back to my old Westell modem and my router and all was good, until the old modem died. So, I now have an Actiontec modem/router supplied by Verizon, and it shuts down several times per day, BUT this one will at least reboot itself. That being said, for $59.10/month, this is very annoying at the least, and is unacceptable. I have tried, and given up, calling support and getting nowhere with them. The one tech that was sent to my home said the issue is NOT at my home, but with the Verizon equipment. I would like to have this issue resolved if possible...

Haznlou

I have the same problem! I have been with Verizon going on 3 weeks!! None of our computers or phones can be connected to the internet!! I left Comcast for this crap! I have called at least 10 times and get excuses like to reboot... a tech agent has been out to my house twice! Then last night I was told that is the splitter!! That I needed to buy a new one from the store! I am not buying anything! Right now my service has cut out 11 times in 30 mins. I am thinking to cancel my service and go back to Comcast!! I have never ever had an issue like this! Horrible customer service!

glowramia

I also too have this issue in NYC. I get the Check Your Connection error, or the Proxy, Firewall or DNS error. Sometimes it reloads to the website in search. Other times I have to reboot. Overall, it's been very slow. They told me it was my old Westell 7500. They provided me with D-Link and it's been a few days now and I STILL get the same problems. This HAS to be Verizon itself and NOT us. For the price I pay monthly, it's not worth it at all. I HOPE this issue is being investigated and resolved soon or else I will have to go with Spectrum.

croller824

This is happening to me too....started about a month ago. The internet light is green on the router, and the WiFi connection shows connected on the monitor. But even tho it says it is connected to the network, I can't get online no matter what I do! I connected the router directly to the computer and no change. Sometimes it will connect for short periods and other times not ever. I thought it might be the router, but others have said that a new router made no difference. What to do??? Help!!! 🙂

Hailstorm4

I just spent $40 on a new router from Verizon & the internet still keeps dropping. Have to reboot the router sometimes 3 times in a row...

rckirby2000

I got a new router too from Verizon because of this issue about a year ago. The last couple days I get mostly RED on the DSL light. I'm writing this now on my narrow window of connectivity.

What the heck? I'm seriously looking into Satellite, but don't really want to. I called Verizon and got a computer.

[Deleted User]

Hi rckirby2000,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents, who will be assisting you privately.

gilland

I have been having this problem for over 7 years. have been with verizon for about 27 years, same outside wiring as when we moved in. i have bought 4 modems because they say thats the problem. replaced inside wiring which helped about a week. that was 3 years ago. 2 more modems since then. Some days internet is fine. most days it says dns server not found. refresh page 10 plus times an it comes back. I am ready to switch to comcast. our only other choice which is why we have not changed yet. but for almost $80 a month for something non reliable i cant do it anymore. if we are streaming amazon or hulu etc i cant do anything on the computer. And that is still not a guarantee it will play all way thru without stopping. have the cheapest phone plan cause you have to have a phone and we dont even have one hooked up. So basically $80 for sucky internet. The outsside line is at least 27 years old. and the only thing that has NOT been replaced.

Stan9329

I see lots of customers reporting the same intermittent DSL operation I am having BUT no one is responding that Verizon fixed it. I am having the same "DSL internet periodically shuts off" experiences. I haven't changed my Westell 6100 modem, yet. I'm not sure why I would or should since none of these posts reported any success. Half way through typing this post my DSL went down (red INTERNET LED). I waited 4 minutes for DSL to come back on so I could continue to seek help in fixing it.

Has anyone successfully resolved this issue??

RP33

Having the same problem; it used to be intermittent but has now gone on for a week. Doesn’t matter if it’s the phone or the desktop computer, and the computer is plugged directly into the router (Actiontec GT7 that came with this DSL setup new four years ago).

I don’t get a red light on the router. But the internet light constantly flickers. It won’t stay steady green. The DSL light is steady solid green, as is the wireless light. Rebooting has not helped. Aside from the router lights, I know the line gets a signal because the phone rings when dialed.

Ironically, this began happening just after the most recent bill payment ($115). Also ironic: A Fios truck was parked outside the same day this problem began. I have not gotten any notice that DSL is being discontinued or that a Fios upgrade is mandatory in this building or neighborhood. If it is, I would like that made explicit.

RP33

Just got off the phone with a help desk technician. He ran some line tests and also had me swap the ends of the line running from the wall jack to the router. He concluded that the phone line is fine. The problem is with the Verizon DSL Internet line as it comes into the apartment building. A repair tech is scheduled to come by on Monday.

I mentioned to the help desk guy that I saw a Fios truck here the day this problem began and speculated that maybe a Fios installation has interfered with the line. He agreed that this is possible. Big Kudos to him for thoroughness and honesty.

If Fios is in fact here now, I may just upgrade. TBA.

janeb2

Me, too. So I purchased a new router, which didn't help. Calling doesn't help, either.

RQuickDraw

I am having the same problem. I agree with Stan that it seems like no one has been able to get this problem fixed. I am using a Westell 6100G modem and a Netgear WNR-1000 router. I would pay to upgrade my equipment but that hasn't helped anyone on this forum. BTW, I haven't called for tech help yet. I gues that is next, but, based on what I have read here I am not too hopeful they can help. I don't want to go with Comcast but it might come to that.

furrmom

We have been having issues for quite some time with Verizon, phone and internet. The past 12 months have been horrible. Internet is out sometimes over a week at a time. This has been happening almost once a month.. Calling tech help is the most frustrating process imaginable. Every call, you must start from scratch, usually with a C.S. rep from overseas, even if you have a repair/ ticket number . After approx. one hour repeating the same processes, I am told, there is an issue with the lines and they will create a repair order. Eventually, we will get some sporadic internet usage, only to begin cutting out again within a weeks time. We have lived here over 30 yrs, and the lines along the road have not been replaced once. I have actually been told by Service tech that the issue is the old copper road lines, but Verizon will not invest in repairing them..
I am at my wits end, Comcast will soon be getting our addition business for internet.
To add to the crappy service reception, Verizon allowed AT&T to add their long distance to our account even though we had 3rd party billing blocked . This had happened once before, since we do not use our landline for long distance calls ( basically we keep our landlin for emergency calls due to poor cell phone reception here). We had them correct the issue and add the 3rd party blocking, last month, it happened again ! Then the kicker, this months billed had a charge for changing my long distance provider ! This is the type of service Verizon provides it's customers.

maurmike1

I've been having this same problem since June. It drops off periodically between 11AM and 2PM. It virtually never drops off late in the day or at night. Obviously it's not the modem. I've tried getting past the automated voice on the socalled "Customer Support" line without success.

maurmike1

My post about drop offs has been up for 7 days. I guess Verizon has no customer service. It's time to switch to Comcast cable

[Deleted User]

Hello maurmike,

This community is meant mainly for peer-to-peer support. If you need to talk to a Verizon representative, you should contact customer service directly at 1-800-VERIZON or on Twitter @VerizonSupport.

amytaracido

YES!!! See how many people this is happening to? It's amazing!!! I have had Verizon DSL for over 15 years with zero issues UNTIL this April when it began disconnecting CONSTANTLY and got to the point of only having connections for maybe 10 minutes a day. It DOES WORK during that 10 minutes and they at one point told me the problem was not on my end! even sent me a new modem/router just in case since my other one was older. But still almost ZERO connectivity since April. Still getting my $83+ monthly internet/phone bill though!

taylor210

My DSL has been shutting off about once a day (often during the night) for a number of months now. I have to reboot my computer and modem.

In addition to which I am unable to send emails from Thunderbird, my email client -- tho I receive my emails just fine. Thunderbird emails in and out worked fine for some months after Verizon switched all its email accts. to AOL (which it owns). But since the spring I have been able to send outgoing emails from Thunderbird from only 2 of my 4 accounts -- both of which are sub-accounts. I cannot send outgoing emails from my main account nor from another sub-account. It feels like Verizon has become such a huge monopoly that it no longer cares about its residential customers. And there is no other decent provider here in DC. Any recommendations for alternatives will be appreciated.

RQuickDraw

Well, it has now been 1 month of poor and inconsistent DSL connections for me. Even when I have a connection the speed is less than 1 Mbps and only lasts for 10 minutes. I even upgraded my equipment to a new Actiontec gateway, but that hasn't helped. (I lost my connection 3 times while posting this message.) I'll be contacting Verizon tomorrow to have a tech stop out. Maybe he can fix it.

Tony3825

I have been having the same problem with the internet cutting in and out. It happens every day and has been doing this for a long time. But in addition to that I have been having issues with emails since Verizon switched us over to AOL and then merged all that with Yahoo. For the last month or so my emails are delayed sometimes as much as 3 days. I subscribe to the our 511 road alerts so I can keep track of draw bridges that seem to open on a schedule. That is good but when the alert arrives 3 days late, that isn't good. I had to add the alerts to my Gmail acccount and they arrive on time. What is going on with Verizon???

RQuickDraw

Well, the Verizon tech seems to have found the problem. A family of squirrels made a home up there and had chewed through the wire. At least my connection is more consistent now.

mike1907

its a good thing AND a bad thing to see other people having the same issue. Over the past year I have had (6) technicians visit, (3) router swap outs, and having to reset the router 2-3x every day. Our cell phones do not connect, both android and iphones, and was promised multiple times that FIOS was the cure and will be in area "soon". this past week, i had someone from Russia hack into my network, got my amazon password, etc. when i get into my router as admin, i can see (5) other devices connected to my network and it is only my wife and i at home. I tried calling support but no one has been able to help. Frustration is at an all time high

MAR856

This has been happening to us also. Was ready to go buy a new router--glad I found these posting first. I cannot understand how Verizon can ignore this when so many are having the same issue. I have not tried calling support yet but when I was logged in to myverizon a message came up saying 'you may have an internet connectivity problem". Took my throught the reboot of router thing. Then told me it was fixed. I highly doubt it is since that was the like the 8th time we rebooted the router today.

Renee114

Yes, have the same problem. It's happened about five times in the last hour for me. Internet just cuts out. Phone lines across the street are covered in vines and trees are hanging on them. No homes there. How do I get Verizon to come here and clear the lines? I suspect the problem may be there. Had a power outage and the power company took the tree off the power line and left it on the phone line. Argh.

[Deleted User]

Hi Renee1,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents, who will be assisting you privately.

bshan75

I've had the same issue for the past year. They sent me a new modem and it didn't help. They then sent another modem (same model) which couldn't be truned on. I'm seriously looking at local cable since this is obviously unreliable service.

mike1907

my only option is to go back to Comcast as FiOS is not offered in my town yet and wont be for some time. after (6) technician visits, (2) switches at the box, (3) modem swaps and multiple calls to tech support, no one can fix the issue. I continue to hear static on my phone, they can hear it but still no solution. My internet continues to drop 2-3x per day. ugh

isanothappy

Have similar issue as everyone else. Internet disconnects several times per day, but mostly between 11 am and 2pm. We have FIOS for the last 4 years. The issue started around Feb 2018. Why does not one mention throttling ? I read Cali first responders is suing Verizon for throttling. I watch my link speed, it goes up and down , sometimes to crawl, through the day. anyone found a solution ?

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