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What's up "line problems" with regards to high speed internet?

Contacted Verizon on Th because my download speed for my high speed internet--3-3.5 Mbps dropped to 1.5. The wifi has been dropping intermittingly...disabling itself. Have had to reboot, enable the wifi on a regular basis. They said it was a line issue and that tier 2 tech was going to call me in the next few hours.

Of course it did not happen. Have had plenty of this kind of "customer service" from Verizon this year.

Still haven't heard from a tier 2 tech, and every regular customer service agent tells me it is a "line problem"

Sounds like bull**bleep** to me. Can anyone translate this verizon speak for me?

Comments

dslr595148

Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up. It might shown up as the final hop (bottom-most line of the trace) might contain a hop with your IP address in it. Either remove that line or show only the first two octets. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.

For example this what I saw when I was using Verizon

news.giganews.com

traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms

Step two: Can you provide the Transceiver Statistics from your modem?

#3 If you don't know how to get that info:

a) What is the brand and model of your modem?

b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?

#4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?

Dkjester

Last step, call another ISP and switch services.

I just had the exact same issue. Told the tech it was intermittant, he kept insisting me run speed tests... my hope is for a normal result, so i kept giving him sets of 3 tests, always one of which got bad readings. He would ask me for another, i would give it to him, and again and again. FINALLY, he said he would run another line test and said he had found a "problem" and tier 2 support would contact me.

I was never contacted.

I had already told that agent that this was something that was going to get me to cancel and i would be looking at other options....

Still no call.

This is the second house i have lived in that i have switched from DSL to Cable, which is my nemesis... why? just because they have faster speeds and more consistant speeds. .7 mbps i could live with if it was ALWAYS that. My cable company is constant 3.5 meg up and 10 meg down for the same price as the 3 meg DSL service.

Trust me, the day of DSL is dead since Verizon and AT&T have decided it isnt worth keeping a good DSL service and kicking back and hoping for Fios, etc to eventually be avail for all

which is another topic i would rather not rant about.

whit616

I posted this problem at the end of April. Around 4/21 or 4/22 Verizon shipped a new router, fixed the "line problem" and suddenly everything was working until it wasn't.

I've been keeping a calendar of how often this problem occurs. Now, if I wasn't paying 50 plus a month for high speed connection--fios is not avialble in my area--for a service I use probably 35 hrs a week--our little family is at school and lil league etc from 7 AM-7PM most days--and when we do use the internet when we are home this has been the pattern

4/29 reset router 5 times had to go into the verizon management console (VMC) twice to enable router for WiFi

4/30 reset router once

5/2 reset router once

5/3 connection speed dropped to 2.9 reset router 6 times

5/4 connection speed dropped to 2.5 reset router twice

5/6 reset router once

5/8 reset router once

5/9 connection speed dropped to 1.9 reset router 3 times had to go into VMC to enable router for WiFi

5/10 connection speed down to 1.5 reset router four times

5/11 --today--connection speed down to 1.5 reset router 4 times--it is only 9:30 AM--four times since 7 AM? sketchy service indeed

my original post was here

forums.verizon.com/t5/High-Speed-Internet-DSL-and-Dial/What-s-up-quot-line-problems-quot-with-regards-to-high-speed/m-p/692388/highlight/true#M24452

Believe me, this is annoying, and not a life or death situation. But for what I pay...this is **bleep**. Satelitte internet sucks, and Verizon has a chokehold but offers crappy service. Everybody says the same thing...the script...it's a line problem. It'll take a day or two. Let's send you a new router! It's not a router! It's you, Verizon. You are the problem.

[Deleted User]

Hi whit616,

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

whit616, we have not heard a response from you despite multiple requests for more information. As we cannot assist you without this information we are not closing your Private Support Case. If you have any additional questions please make a new post.

-Adam_VZ

whit616

Thanks, great, however once again...I spoke to a "Chat" on line tech support and recieved all sorts of ideas from the forum people. I do not believe, no matter how much power you may have, that a line issue can be solved by a ":Chat" tech support session nor a community forum post. I am, however, willing to play along. One hand does not know what the other is doing--ironic for a communications company--and when I have a chat session it is inevitably forwarded onto a tech 2 specialist who will not call when they say they will, etc. etc,

whit616

Don't get me wrong I appreciate the help. I just don't know how much anyone can help when it's not hardware, or software... I apologize for my curt tone. It is has been a long day

Verizon_Support

whit616,

As per your request we are closing your Private Support Case as resolved. If you have any additional questions or concerns please make a new post.

-Adam_VZ

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