Xbox Live/FaceTime Video Chats Crashing DSL--Light Blinking

For the past month or two, I've been experiencing complete crashing of my Internet connection within about half-hour of beginning Xbox Live chat. By complete crashing, I mean not only do I get disconnected from Xbox Live, but I completely lose my connection. The Internet light on the modem goes off, necessitating a reboot. The Xbox has a direct wired connection to the modem (Westell VersaLink 7500 Gateway), with nothing in-between. I was beginning to think that it was an Xbox issue and had considered putting the Xbox into the modem DMZ. However, before I could do that, on the night of 1/7/14 a wireless iPad FaceTime video chat crashed the connection as well in the same way, with the Internet light going off. I had to reboot the modem twice because the Internet light did not come on after the first reboot. After this, I did an online Verizon support chat session, and the agent changed the modem's wireless channel from 6 to 11, saying that would fix all my problems. I figured it wouldn’t, because the Xbox has a wired connection to the modem, and changing the wireless channel should not make a difference with that. This tells me that it's not an Xbox issue, and it's not a wired vs. wireless issue. It's a systemic connection issue. I have no problem getting on-line, surfing the Internet, checking E-mail, and downloading things. The issue has been wired Xbox Live chat crashing my connection every time over the past month or two and a wireless FaceTime video chat crashing my connection on 1/7. I ran ping and line quality tests on 1/8 using the Westell, and all passed. I've attached the transceiver statistics and link to ping and line quality tests that I acquired on 1/8 at the end of this message. I also have error logs from 1/1 and 1/8 but none from when this problem has been happening. I posted all of this on the Verizon Direct forum at dslreports.com on 1/8 but didn't get a single response.

Because the Westell 7500 was old, I thought I would buy a new modem to see if a failing modem was the problem. I paid $60 for an Actiontec GT784WN-01 modem and connected it last night (Saturday, 1/18/14). Last night, I had both a FaceTime video chat (wireless) crash the connection and an Xbox Live chat (wired) crash the connection, the latter right on cue at about the half-hour mark. This time I noticed that the DSL light was BLINKING for a few seconds before becoming steady again on both occasions. (I had never noticed this on the Westell 7500 before. Maybe I didn’t look at the lights fast enough, and the blinking DSL light only lasted momentarily so I missed it.) After the DSL light became steady-on again, the Internet light would not come back on, necessitating a modem reboot both times. I ran ping and line quality tests this morning on the Actiontec, and all passed. I’ve attached the transceiver statistics and a link to ping and line quality tests from the Actiontec that I acquired this morning. I don’t know how to find the error logs on this modem interface.

I would really like to keep the Actiontec for three reasons: 1) With the Westell, I was getting multiple wireless FaceTime chat freezes and dropouts per night without actually crashing the whole connection. With the Actiontec, except for the one crash, I had a dropout-free night on FaceTime last night. 2) The Actiontec eliminated my Xbox NAT error. I always had a “moderate” NAT error on the Westell. Simply switching modems eliminated that error, but it obviously didn’t eliminate the crashing of the connection. 3) I now have WPA2 security on the Actiontec, which I don’t think is possible on the Westell.

But clearly there is something wrong with my connection. Wired Xbox Live chat is crashing EVERY SINGLE TIME over the past couple of months within a half-hour of starting, and last night I ascertained it’s because the DSL line is losing sync momentarily (as evidenced by the DSL light blinking). Rarely, the same thing is happening with wireless FaceTime chat. You may think it’s not a big deal because I have a connection with no problem getting on-line, surfing the Internet, checking E-mail, and downloading things. Well, this glitch has rendered playing Xbox online completely useless, and I’m paying good money to be able to play games online and have my DSL service perform reliably all of the time. So it is a big deal to me. Thank you for any assistance you can provide.

Length of time with DSL service: almost 9 years
Type of modem: Westell VersaLink 7500 Gateway/Actiontec GT784WN-01
Version number/firmware version number: see below for Westell. Actiontec firmware is up to date.
Have I tried a different modem to resolve the problem? Yes.
Do I have access to another modem? An older Westell 327w replaced several years ago, in addition to the other two.
Have I tried the connection at the NID/SNJ location test jack? No, and I wouldn't know how to.
Do I have a routing device? No, all routing devices are within the modems.
Is there a splitter outside? I don't know.
Are there filters at the jacks? Yes.

Ping/line quality tests:

http://www.dslreports.com/testhistory/1811080/c7c43

(1/8 is with the Westell; 1/19 is with the Actiontec)

Westell:

Software Version:	VER:5.01.00.05
Transceiver Revision:	A2pB020b3.d20h
Model Name:	A90-750015-07

Broadband Connection Status:	Connected


Broadband Connection Type:	PPPoE
Active Status:	0:00:21:50
Configuration:	096-900186-01 A

Transceiver Statistics

Transceiver Revision	A2pB020b3.d20h
Vendor ID Code	4D54
Line Mode	ADSL_G.dmt
Data Path	INTERLEAVED

Transceiver Information	Down Stream Path	Up Stream Path
DSL Speed (Kbits/Sec)	6848	864
Margin (dB)	5.9	10.0
Line Attenuation (dB)	43.0	23.0
Transmit Power (dBm)	19.7	11.9

Actiontec:

WAN Status

Top of Form

Connection Status

Connection	Status
Broadband:	CONNECTED
Internet Service Provider:	CONNECTED

PPP Status

PPP Parameter	Status
User Name:
PPP Type:	PPPoE
LCP State:	UP
IPCP State:	UP
Authentication Failures:	0
Session Time:	0 Days, 1H:37M:60S
Packets Sent:	30401
Packets Received:	43686

Broadband Status

Broadband Parameter	Status
VPI:	0
VCI:	35
Broadband Mode Setting:	MULTIMODE
Broadband Negotiated Mode:	G.DMT
Connection Status:	CONNECTED
Downstream Speed:	6752 Kbps
Upstream Speed:	864 Kbps
Retrains:	0
Retrain Timer:	0 Days, 1H:37M:50S
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 :	7489
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 :	6 dB
SNR Upstream :	9 dB
Attenuation Downstream :	41 dB
Attenuation Upstream :	24 dB
Power Downstream	20 dBm
Power Upstream	11.9 dBm

Accepted answers

Brainiac4271

Had a 45-minute Xbox Live chat last night without a crash. Around the time that the connection usually crashes, my chat partner said that the audio became very choppy for a few seconds, but the connection held. So I guess too fast a speed was the culprit. It's a shame that the DSL lines are degrading to the point where they can't handle maximum speeds, but at least the problem has apparently been isolated.

All comments

Brainiac4271

UPDATE: I was just sending an E-mail when it wouldn't go through. I looked at the modem, and the Internet light was out!!! (Obviously, I wasn't fast enough to notice the DSL light blinking--it was steady-on--because I didn't look at the modem at the moment it crashed.) So now the connection is crashing during routine use!!! 😞 😞 😞

dslr595148

Ok.

Here is my two cents.

#1 I point to and quote from

http://www.dslreports.com/forum/r28666153-

There are some good reasons to have a modem bridge rather than route. I can't speak for all modems, but generally speaking:

1. Modems don't have much memory compared to a good router, so open a few sessions from the LAN and watch as connections get dropped, or worse, the modem/router just locks.

2. Modems tend to lack features compared to a good router. Things like QoS, DHCP reservation, VPN, uPNP, static routes, etc get left out. You can provide your own router behind the modem, as you did, but this can lead to other complications, such as

3. Double NAT. Most things can be made to work with double NAT, just as it's entirely possible to assemble a jigsaw puzzle while wearing oven mitts. It takes longer and the probability of making a mistake while setting it up or troubleshooting goes up. Simplicity is a good rule to live by when setting up networks.

#2 Advice:

a) Get your own RJ-45 WAN port router.

b) And then get the modem configured not the handle the public IP.

For Westell unit: I point to http://www.dslreports.com/faq/13600

Note: While I know what the title is of that FAQ, it cleary says that

These instructions apply to the Westell 2200, 6100, 6100F, 327W, and 7500 models.

For the Actiontec, I am not sure but I point to http://www.dslreports.com/forum/r28320146-

Brainiac4271

@dslr595148 wrote:
Ok.

#2 Advice:
a) Get your own RJ-45 WAN port router.
b) And then get the modem configured not the handle the public IP.
**
For Westell unit: I point to http://www.dslreports.com/faq/13600
Note: While I know what the title is of that FAQ, it cleary says that
These instructions apply to the Westell 2200, 6100, 6100F, 327W, and 7500 models.
For the Actiontec, I am not sure but I point to http://www.dslreports.com/forum/r28320146-

Thanks for your advice. Any recommendations for what brand of router?

I would happily spend for a new router if it would solve my problems. There's no guarantee that it will, but it's worth a try.

dslr595148

@Brainiac427 wrote:
@dslr595148 wrote:
Ok.
#2 Advice:
a) Get your own RJ-45 WAN port router.
b) And then get the modem configured not the handle the public IP.
**
For Westell unit: I point to http://www.dslreports.com/faq/13600
Note: While I know what the title is of that FAQ, it cleary says that
These instructions apply to the Westell 2200, 6100, 6100F, 327W, and 7500 models.
For the Actiontec, I am not sure but I point to http://www.dslreports.com/forum/r28320146-
Thanks for your advice. Any recommendations for what brand of router?
I would happily spend for a new router if it would solve my problems. There's no guarantee that it will, but it's worth a try.

That depends on your needs, but I guess/recommend one of them would be the Asus RT-N16.

dslr595148

Upon reflection since I saw your other post at http://www.dslreports.com/forum/r28974450-Connectivity-DSL-connection-losing-sync-momentarily and since I have to wonder..

Did this start happening when you started using Xbox Live/FaceTime Video Chats OR did this start happening only recently?