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Issue with High Speed Internet

For the last 15-20 days my DSL connection drops between the hours of 5 pm and 9 pm. For about 4 hours I don't have internet. Connection sometimes pick up and then drops again after a few seconds.

I called Verizon customer support several times. Talked to several "technicians" on the phone and the problem continues.

They scheduled a technician to come to my home 4 times and nobody showed up. Nobody called from Verizon explaining why they didn't show up. And the problem continues. No internet for about 4 hours every day.

They don't seem to know what's going on. Every time a call I get different 'stories' about what the problem could be. Different reasons trying to explain the problem, but so far they just cannot fix it.

I think I am really wasting my time calling Verizon, but I will continue calling.

So far, Verizon customer service has been a horror. It is by far the worst support I ever experienced.

It seems to me that Verizon technicians are just ignoring the problem thinking that someday I will stop calling.

Is Verizon ever going to fix the problem?

Will a technician ever show up? (and really do something about it)

Is anybody else experiencing this kind of problem where connection drops in the evenings?

Please HELP!!....

Comments

smith6612

5-9PM sounds like it's the perfect time for a device to be turned on that could be interfering with the DSL. To make sure some assumptions are right, you have checked all of your filters, and you have confirmed that the problem is not specific to an appliance being turned on within your home, correct?

If this has nothing to do with the inside of your home, how does the DSL behave just before the dropping spree starts? Does the DSL start to slow down or encounter packet loss?

javz

No. I don't have any devices interfering. This was suggested by one of the technicians. I make sure that no appliance or device is turning ON/OFF during that time.

DSL behaves excellent before and after those times. But after 5 pm the speed begins to slow down and a then disconnects.

Yesterday (for example) began slowing down about 5 and then at 5:45 disconnected completely.

After that, stays disconnected a couple of minutes and then connects again very weak for a few seconds and disconnect again. That is the connect/disconnect pattern for about 3 to 4 hours.

After around 9 pm the DSL behaves fine until the next day.

A technician is scheduled to come in to my home and check the line on Monday.

The problem is that this is the 4th time in the last 10 days that a technician was scheduled to come in, but they do not show up.

Thanks for replying...

smith6612

Okay, so there are two sets of information I need from the modem in order to determine if this is due to a severe case of congestion or if this is due to another reason. To start, do you know how to get the modem Transceiver Statistics or the logs from the modem? If not, tell us which modem you have and we can help you out. I'll need this information:

Transceiver Statistics during a time the line is working fune

Transceiver Statistics during a time where the line is disconnecting (the DSL light should be solid when you pull these).

Modem logs after the disconnects start (DO NOT REBOOT YOUR MODEM!!!)

Since it's slowing down followed by a disconnect spree, I need to make sure that this isn't due to noise first. That will rule out whether a line tech actually has to come out. If it's not from noise, then you're likely experiencing an extreme case of congestion. Older gear, especially remote terminals will start to drop and re-train lines, and PPP sessions when the gear is beyond 85% utilized for an extended period of time.

javz

Don't know how to get the info you ask from the modem.

Model number is GT784WNV.

Modem is a few weeks old. Verizon sent it to me trying to solve this problem.

Since this modem was installed, as you can imagine, it was turned off and on several times.

3 days ago it was RESET.

Thanks,

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