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Intermittent DSL outages

For the last couple of months I have had my DSL service cutting in and out. When it first started I would go through the powering on and off of everything and calling in to Customer Service. After awhile it starts working again. At one point I got them to admit that it was a problem with their server in my area saying there were too many people plugged into it. Supposedly they fixed it, but the problem still exists. Now I just sit and wait and sure enough it starts working again on its own. I was curious if anyone else had a similar problem and if they had any luck resolving it.

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 see

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?

trachties

Same here for years. Each time service claims a different cause. Rebooting the modem helps but only for short periods. We have been through 4 modems in 5 yrs. Smiley Sad Hopefully a better solution can be had for both of us.

JOSEm441

dslr595148 's gives excellent advise above! I went through a similar scenario with DSL. A direct line was run for my DSL (eliminating the need for phone filters), the line from the pole to my home was replaced, the modem was upgraded to a 7500 (used to have 6100F). Thanks to the experts here I found out I am ~ 3 miles from the central office and the fact that some of the copper line from my house could be as old as 25 + years old was the root cause.

Bottom line I was upgraded to FIOS 3/1 plan and it has been rock solid for almost 1 year (fingers crossed) Cat Surprised

RCPD732

I have gone so far as to file an FCC complaint (waiting for others to join in!) regarding this issue and Verizon doing nothing to fix the issue. They sent a guy out to "work" on it but made the service WORSE! Their solution was to throttle back my speeds making my expensive high dollar DSL slower than dail-up!

I tried to call them back to ask them to put it back how they had it and they won't return my calls!!!

[Deleted User]

@RCPD732 wrote:
I tried to call them back to ask them to put it back how they had it and they won't return my calls!!!

Hi RCPD732,

You still have an open Private Support Case that is awaiting a response from you. Have to tried to follow up on this in your support case?

tomchrz

I have been experiencing the same. Now I get messages suggesting that I upgrade to the more expensive FIOS than DSL Makes you wonder if Verizon is ignoring DSL performance (or causing it) to motivate you to make the move to FIOS. If the DSL performance is not returned, I will make the move,however the move will NOT be to Verirzon.

JOSEm441

Tomchrz, I have a FIOS plan that is only $5 more per month that the lowest tier of DSL. You may want to look into Verizon's 3/1 Mb/s plan ( I get ~4.5/4 Mb/s consistently) . NOTE last time I looked; thie offer was not posted in any obvious section of this website

apg4

Same story - same outcome...which is to say, no resolution and continuing crappy service.

Internet accessibility and connection speed has been steadily decreasing. Multiple calls to Verizon tech "help". Multiple visits by techs: one climbed the pole swapped out the twisted pair to the nearest node, another swapped out a Westel for a D-Link modem. Nothing has worked. Indeed, things have only gotten worse. Escalated the trouble ticket today and even asked for a refund. (I've been paying for 3 MPS connectivity for three years, but Verizon is barely able to provide download of .46 MPS and an upload of .13 MPS. That's tin-can-and-string speed....) When the second tier technician (who answered after being on hold for 30 minutes) swittched me over to billing today, the person tried to "upsell" my service! And I'm paying over a hundred bucks a month for what I got, which is to say, not much.

Conflicting info between one tech and the next. The only thing that works - for a very short time - is the ol' "one finger salute," which is to say turn off the modem and reboot it.

The only good thing that happened during several hours of exasperation this morning is a pop-up add for another ISP appeared during a speed test. Several times Verizon's speed for less than one third the price.

apg4

RCPD732 wrote:

>I have gone so far as to file an FCC complaint (waiting for others to join in!) regarding this issue and Verizon doing nothing to >fix the issue. They sent a guy out to "work" on it but made the service WORSE! Their solution was to throttle back my >speeds making my expensive high dollar DSL slower than dail-up!

I'll join! That's exactly what has been happening here.... Post a link or something. But it is clearly time to search out other, much more stable, reliable - and far less expensive - ISPs.

[Deleted User]

Hi apg4,

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. Please keep all correspondence regarding your issue in the private support portal.

apg4

DSL crashed - yet again - as I tried to type a reply. The simple question is "why?" As in why pay premium prices for such abysmal service. The Ookla speed test rated Verizon an "F" on a national scale and "D-" on a global scale. So most customers would be better off moving to a third-world country it seems.

Saw a recent documentary on Internet service elsewhere. In the Netherlands, the most remote farm in the most remote corner of that country has access speeds 138 times the US average.

It didn't help Verizon when billing tried to 'up sell' my service. Up sell to what?

apg4

LawrenceC wrote:

>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".

I tried to go there.... I initiated a chat, but guess what? DSL went down for the fourth, fifth or what? twentieth time today. And when it was back up later, the "My Support Cases" tab had been deleted in its entirety.

I'm pretty sure that intentionally trying to **bleep** off the clients or customers isn't a viable corporate strategy.

[Deleted User]

Hi apg4,

We are still seeing the link to your support case on your profile page, so not sure what might have happened. Please check again and let us know if it is still missing.

Verizon_Support

apg4,

We haven't heard back from you and so we are going to close the private support case at this time. Should you still require assistance, please create a new post & we'll be happy to help.

Thanks,
Paul C.

apg4

What I woiuld like is for someone at Verizon to tell the truth - just once. It would be a nice change.... Every single phone tech rep tells something different from the one before. Site reps, too.

After the last site visit, where the pole climber cleaned a bird's nest out of one junction and swapped out the twisted pair to the local junction box - yet again - and gave me an ActionTec modem to replace the D-Link that was limited to transmitting less than 10,000', connectivity has gotten more stable. I think.... At least I haven't noticed any outages, though speed is still at a snail's pace. (And it's always faster when Verizon measures up- and down-load speeds than when measured by a third party, like Ookla.)

On the advice of various techs, provisioning was downrated from 3 MPS, to 1.5 a paltry 1 MPS (and actually get a fraction of that). So the phone tech today says that I should be able to go back to 3 MPS - so they send me over to billing. Billing says the monthly fee for 3 MPS is the same as for 1.5 MPS - which is an outright lie according to the billing statement I just received.

How about a credit for the past 3 years of 3 MPS "service" when Verizon couldn't supply 1 MPS reliably? This is but 9% of the average speed rating for this nation. 9%....

cindy1212

Gosh if I did not know better I would have thought your thread was my DSL. We have been thru all of this. Started with DSL moved to enhanced had problems and were told we had a service they could not supply and put me back to their slowest DSL after a year of that and nearly daily full disconnects and some many calls and emails to teck support I filed a FCC compalint. then verizon contacted me og I really needed to switch to their enhanced service ( What the? I was told my line would not support it) weeks of arguing I agreed to the switch... they also said they needed to turn it off for a day to move my connection to a different port. Oh for a few weeks I was getting 3mb speeds then slowely it started to disconnect and restart and now the speed is barely about 1mb and multiple disconnects daily. o point is calling as I am not going thru their inane checks based on my equipment it isn't my equipment. Fios.... oh that is something that has already been determined will never be offered to rural Maryland. Verizon has blocked all other DSl providers access to the copper so in essence they maintain a monopoly where we live.

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