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DSL Connection Dropping Intermittently.

Hi there. I am currently having an issue that appears to be commonplace among users in my area, as of late.

My problem is with a Westell 7500 series (A90-750015-07). This router is new, only a month old or so, and is a replacement for an older Westell 3000 series that I had swapped out for the same issue (which actually may be working fine, see below.)

My DSL connection (Paying for High Speed Internet Enhanced) Is consistently dropping my net connection throughout the day, in such a manner that it interrupts Web Browsing, uploads, downloads, and games.The internet drops are not for long periods of time, but they are constant and this constant disconnection makes it difficult (if not, at times, impossible) to use my internet service.

I have made several calls to Technical Support, but apparently they have absolutely no idea as to what could be causing this issue.

Rebooting the Router does not help solve the intermittent connectivitiy issues for any length of time, and neither does power cycling. My network adapter configuration settings are set so that my laptop may not turn off the adapter to save power; this does not work either.

I have tried multiple channels (even though there are no other LANs in my immediate area) , updating my drivers for my adapters, and even had multiple technicians come out and examine the wiring, to no avail.

I'd really like to believe verizon is a reputable and reasonable company, but that hope is quickly fading and being replaced with lividity.

Can someone here help me troubleshoot or make some tweaks to my connection settings? The DSL light on my router is solid, but my wireless connection continues to drop. My connection works correctly and consistently at other wireless locations, though (College campus, for instance).

This is my transceiver stat sheet.

Transceiver Revision	A2pB020b3.d20h
Vendor ID Code	4D54
Line Mode	ADSL_ANSI_T1.413
Data Path	FAST

Transceiver Information	Down Stream Path	Up Stream Path
DSL Speed (Kbits/Sec)	3360	608
Margin (dB)	33.0	6.0
Line Attenuation (dB)	36.0	31.5
Transmit Power (dBm)	19.6	11.3

Comments

JOSEm441

Your stats are not too bad BTW except for upstream margin. http://www.ubasics.com/node/38/print Another thing that would help is to hook up the new modem directly into the Network interface device (where the line from the pole connects to you home) and see if the stats are similar, this will help isolate the issue to in or out of the house.

Did you ever notice if your line mode was ADSL_2+ when things were working fine? Since I was swithed to ..another line mode my speeds have dropped also!

Also try removing all your Phones and filters to see if you can isolate a bad phone or filter.

MisterTechnical

Your stats are not too bad BTW except for upstream margin. http://www.ubasics.com/node/38/print

Do you think the upstream margin being so low could be causing this issue?

Another thing that would help is to hook up the new modem directly into the Network interface device (where the line from the pole connects to you home) and see if the stats are similar,

I'll do this now.

Did you ever notice if your line mode was ADSL_2+ when things were working fine? Since I was swithed to ..another line mode my speeds have dropped also!

I haven't noticed, no. Ill confirm this today.

Also try removing all your Phones and filters to see if you can isolate a bad phone or filter.

The line for this internet is dedicated, so voice or filters are not attached anywhere in the house.

smith6612

Your downstream's doing pretty good. Your upstream however is bad and would be the source of your problems. Have you attached any new devices to your phone line recently? If you have Voice service with Verizon, do you have any static on the line or is voice quality poor? The upstream frequencies are cloest to the ones used by voice.

Also, if you could locate your NID. Take your modem to the NID, plug it into the NID using the test jack found inside of modern NIDs and obtain your newer statistics. If the stats are still bad at the NID, it's a Verizon Truck roll to get the problem fixed.

See this FAQ: http://www.dslreports.com/faq/1317

MisterTechnical

Problems still not solved, but I'm making progress.

I have to find the correct NID jack.

smith6612

The correct jack in the NID may be the one that has something plugged into it. Most NIDs disconnect the house when the door is opened to access the individual test jack, but some have things plugged into them. Just unplug it, connect the modem, and then re-connect the house when done. My NID is like that above, so when I open it up, I also have to open the door to get to the jack and then disconnect my house from the port (it's just an RJ-11 terminated cable).

masho951

Most NIDs don't disconnect the house when the door is opened. They disconnect everything after the point at the NID when something is plugged into the RJ port. Is this a multi dwelling complex or a single family home? Looking at your tranceiver stats something is going on with the upload side. You're getting full bit rate with good SNR on the download side but less that full bit rate on the upload with bad SNR. If you haven't changed anything inside the house since the problem started to occur (assumming this is an existing line) then more than likely it's an outside issue.

smith6612

Sounds great! The upstream statistics are improved but the margin is still a bit shoddy. If it's holding stabaly however, then it probably isn't an issue. Be awesome to see some additional speed added to your line once we've confirmed all issues are resolved.

MisterTechnical

Alllmost there. Connection is not dropping anymore, but there is packet loss that is causing lag.

Line Quality / Ping Test : Results

Anonymous test

Tools page

Test again

Forum: Site Tools

recent results from verizon.net

Test (From Central USA)	Loss	Min Latency	Avg Latency	Max Latency	Pass Fail
basic ping 10s of 40 byte packets, 2 per second	0%	45.8ms	46.4ms	48.1ms	pass
low bandwidth stream 10s of 512 byte packets at 56 kbit	10%	52.0ms	52.9ms	63.1ms	fail
medium bandwidth stream	was not performed
higher bandwidth stream	was not performed
your first hop ping stream of 40byte pings to 130.81.45.13	0% loss	39.2ms	You are 6ms to your first hop	pass
Jitter/loss with small packets tested from Central - USA:
Jitter/loss with small packets tested from West Coast - USA:

Sooooo close to normal. So close.

Im going to see what I can do to fix this once and for all. (Another) modem coming tomorrow, maybe thatll be easier to handle data from on verizons end.

MisterTechnical

http://www.pingtest.net/result/63379293.png

^ My current packet loss. They said theyll fix it in 24-48 hours.

Its been three months since my net has been satisfactory.

smith6612

Unless your line is hitting a lot of errors and another modem is more tolerant to the noise, I doubt changing the modem is going to resolve the packet loss issue. I don't know why they keep sending you new ones when the DSLReports Line Quality Test simply relies on the modem/router itself to return packets. They always do unless there's something seriously wrong with the unit which would be noticed immediately. So, to sum it up, it's something on their end if there's packet loss. It always has been for every issue I've seen so far with the DSLReports Line Quality Test (granted, DSLReports might be having spasms but users don't report trouble that DSLReports shows if it's only DSLReports' servers having issues!)

masho951

Some lines will always test at 6.0db noise for the upstream. This happens when the line is served out of a remote DSLAM CATENA system. Could you post a new tracert log to verify that you actually got moved to a new router?

smith6612

@masho95 wrote:
Some lines will always test at 6.0db noise for the upstream. This happens when the line is served out of a remote DSLAM CATENA system. Could you post a new tracert log to verify that you actually got moved to a new router?

True. Just like the annoying 6dB bug with IKANOS systems as well. I guess we find out then if he's on a Catena just to confirm 🙂

The_Toddler

How do things look today, MisterTechnical?

I've been having what I think is the same problem. I called Verizon tech support on Wednesday and the rep could tell there was some trouble in my line, but it coincided with some other outage in Georgetown, so she said she would call back last night before escalating the situation just in case the two problems were related.

She did call back, but the DSL service was almost back to normal. I had a few dropouts, things seemed to be pretty stable. The verizon rep said she would call back again on Tuesday. This morning service is a little more spotty. Nowhere near as bad as what it was this past week, but not as stable as it was last night.

The rep wasn't all that helpful, and sounded like she was from a foreign call center. I said I had seen many posts such as yours on the forum, and asked if she knew anything about the front end router being replaced as you said. Of course her reply was "No, the router is your modem." OK.

shall1

I have just started having the same issue after almost 2 years on DSL with a Westell A90-750015-07 modem from Verizon. Yesterday in less than 1 hour, it dropped 4 times and I had to reboot.. Verizon tech support said they would monitor the line yesterday for four hours. It never dropped again that day. They mentioned a negative test result and then told me that was normal also (?) . Then they monitored it for another 24 hours. It dropped once, but Verizon claims there is no line issue, so therefore they can do nothing about the problem. I use this line when working from some days. They told it is caused by too much traffic on the line. I live in a rural area in Western PA which is certainly not heavily populated. When it was dropping yesterday both the DSL and Internet light went out on the modem.

If someone could tell me how to obtain the stats I am reading in this thread on the connection, I would love to try to track this issue down and figure out what the problem is. It is annoying enough when it happens, let alone when I am using it for work on a day when I could not make the hour drive into the office. Verizon service around here, even for just the phone is pretty poor.

dslr595148

@shall wrote:
If someone could tell me how to obtain the stats I am reading in this thread on the connection, I would love to try to track this issue down and figure out what the problem is. It is annoying enough when it happens, let alone when I am using it for work on a day when I could not make the hour drive into the office. Verizon service around here, even for just the phone is pretty poor.

In your case, this means:

Visiting http://192.168.1.1/ for me and do the following:

1: If you see a Blue and White Westell page, mouse over Troubleshooting, go to DSL, and choose Transceiver Statistics. Copy/Paste the information on that page.

2: If you see a Red and Black Westell page: Go to System Monitoring -> Advanced Monitors -> Transceiver Statistics. Copy/Paste the information on that page.

3: Try visiting http://192.168.1.1/transtat.htm which is a direct link to the Stats on older modems.

If you need a Username and Password, try the following:

admin/password

admin/password1

admin/admin

admin/admin1

admin/Serial Number.

* By Serial Number, I don't mean type in the words Serial Number. I mean find and type in the serial number found on the bottom of this router.

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