Intermittent timeouts pinging external FIOS gateway (VZ says nothings wrong...)

[GreglK]

Hi all,

After several calls to Verizon they have forsaken me, telling me the problem is all in my head!

My setup:

MI424WR-GEN2

Firmware Version: 20.19.8

Win7 PC Directly cabled to the router above.

My Internet connection just drops. When I run a continuous ping to the external gateway, not the internal 192.168.x.x it randomly times out. When I look at the routers Advanced Status, "Full Status/System wide Monitoring of Connections," I see several  Receive Drops (41283) for the Ethernet connection. When I brought this to one of the the VZ tech's attention he laid into me saying he hated when people try to troubleshoot Verizon's network themselves and not to try.

Anyway, could the Receive Drops indicate an issue with the Ethernet cable? Here's the random timeouts when pinging the gatweway. The coax shows no drops, no errors.

Reply from 108.3.201.1: bytes=32 time=11ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126
Reply from 108.3.201.1: bytes=32 time=15ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Request timed out.
Request timed out.
Reply from 108.3.201.1: bytes=32 time=11ms TTL=126
Reply from 108.3.201.1: bytes=32 time=10ms TTL=126
Reply from 108.3.201.1: bytes=32 time=9ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Reply from 108.3.201.1: bytes=32 time=31ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Reply from 108.3.201.1: bytes=32 time=6ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Reply from 108.3.201.1: bytes=32 time=9ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Reply from 108.3.201.1: bytes=32 time=6ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Request timed out.
Request timed out.
Reply from 108.3.201.1: bytes=32 time=9ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Reply from 108.3.201.1: bytes=32 time=6ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126

[GreglK]

Sorry, I forgot to add that I can ping the internal Ethernet interface, 192.168.x.x continuously without issue.

[Sender_Name]

Yeah, well I live in MA and was on hold for 1hr at 1am and then spent and hour with them trouble shooting my router etc..Telling me that it's on my end etc...They asked me to reset my router without warning me that I would lose ALL my settings...MAC filtering for 7 wifi devices , 2 tivos and  4 hard wired PC's....I said "Shouldn't I back up my settings first" ....Vz "Yeah, you could make a configuration backup"

so i suggested that she might want to warn people about that before just telling them to reset a router...

and that fixed nothing. They have a network issue.

It seemed to magically resolve itself at 3am...you know, when I replaced my router? No...Swapped out my ONT...no...

Use twitter to check out if Fios is down...if you can

[Sender_Name]

BTW they got really {word filter avoidance} with me too when I was trying to suggest it wasn't my router, but rather something with their DNS/Network in general...which only seemed to strengthen her resolve to blame it on my equipment

[Hildy2]

Many of us are running into similar issues. VZ has not moved to resolve it since there is a work around in most cases, but its a bigger issue. Anyway, try this:

1 Log into your router and go to My Network

2 On left hand side, click on Network Connections

3 Click the edit button for the Broadband Connection (COAX)

4 Scroll down to Settings

5 Scroll down to DHCP Lease: and click on Release

6 Wait about 5-15 minutes

7 Click on Renew, if you you get a new IP address the problem should be resolved.  If you get the same IP again, release and try again.

Credit to Jaffo66 for posting this in another thread. This grabs you a new IP, record your original one and keep releasing till you get a new IP in a dif subnet. See if the problems continue. I had to release about 4 times before I got a new IP. It drastically reduced my drops but it still happens once or twice a night.

[tns]

Ping traffic is lower priority and many servers will not respond to them especially if they are busy.

[GreglK]

After multiple calls to Verizon they sent out a tech who replaced the ONT, battery and router (the router for a third time). Same problem, intermittent loss of connectivity on the 25/25 plan. Anything that streams without buffering freezes/stops playing randomly, Hulu, Sirus, etc. And this is on a single PC physically connected directly to the router (CAT6 - NIC set to Auto-Neg) with an IP assigned from the router. (For you VZ tech's that hide behind your troubleshooting policy.)

I spoke to a tech today who said to call the eCenter and verify the speed my account is set to. Apparently, if the speed is set differently in their system(s) my account may be switching between "provisioning" and "switching" at different speeds which may be causing the drops. However, my speed is constant with download speeds faster than 25mbps every other test run. (VZ, SpeakEasy, etc.)

I am desperate, this disconnects me from work when I remote in. (@ 3AM while on call, never telecommuting.) Could it be the PON card I keep reading about in the forums? Wouldn't this effect multiple FIOS users? How can I possibly get someone at Verizon to really look at this issue to figure it out without transferring me to another department because they just don't know?

Help!

P.S. I've renewed my IP countless times now, gotten IP's on 3-4 different subnets, no fix.

[Hildy2]

My issues are still occuring them. Others with our problem seem to have the PON card at the box (not at our home) replaced and they fixed their issues. I have a tech coming tomorrow and will be doing my best to demand they do that. 

I've replaced multiple routers, ONT, cables, tested the lines, called all my service providers (MS LIVE, Skype, Netflix) and can pretty much rule out the problem isn't them or at my home. If they don't fix it, they have lost a customer. It's been 2 months.

[GreglK]

I'll call them now and push for the PON card change then, good luck to us both!

[GreglK]

While I thank the escalation supervisors that have been assisting with this issue, my issue still exists!

Verizon has:

1. Replaced my router three times.
2. Replaced my ONT twice. (incluing internal battery and powersupply)
3. Replaced all my coax.
4. Setup/moved me to 'test cross-connects' which really broke my connection.
5. Rebuilt my circuit.
6. Replaced the PON card.

And I'm still getting this:

Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Reply from 74.107.71.1: bytes=32 time=8ms TTL=126
Reply from 74.107.71.1: bytes=32 time=10ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Reply from 74.107.71.1: bytes=32 time=8ms TTL=126
Reply from 74.107.71.1: bytes=32 time=12ms TTL=126
Request timed out.
Request timed out.
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Request timed out.
Reply from 74.107.71.1: bytes=32 time=8ms TTL=126
Reply from 74.107.71.1: bytes=32 time=10ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Request timed out.
Request timed out.
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Request timed out.
Request timed out.
Reply from 74.107.71.1: bytes=32 time=7ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
eply from 74.107.71.1: bytes=32 time=8ms TTL=126
eply from 74.107.71.1: bytes=32 time=8ms TTL=126
eply from 74.107.71.1: bytes=32 time=9ms TTL=126
eply from 74.107.71.1: bytes=32 time=8ms TTL=126
eply from 74.107.71.1: bytes=32 time=10ms TTL=126
eply from 74.107.71.1: bytes=32 time=11ms TTL=126
equest timed out.
equest timed out.
equest timed out.
equest timed out.
eply from 74.107.71.1: bytes=32 time=8ms TTL=126
eply from 74.107.71.1: bytes=32 time=7ms TTL=126
eply from 74.107.71.1: bytes=32 time=9ms TTL=126
eply from 74.107.71.1: bytes=32 time=9ms TTL=126
eply from 74.107.71.1: bytes=32 time=8ms TTL=126

VERIZON, SERIOUSLY! COMCAST WAS BAS BUT NOT AS BAD AS THIS! Next call is to the billing department, you can't lock people into a contact and expect them to pay for this level of service. And this all started when I went from 15/5 to 25/25...

[Anti-Phish1]

That IP address ( 74.107.71.1) is outside VZ's network. 

There is no way to determine from a series of PINGs where the packets are being dropped.

Run WINMTR and post the results here.

[GreglK]

Sorry, I copied from the wrong command prompt. When testing I have one continuous ping going to the external gateway of my router, one to the internal IP/GW (which never fails) and another going to an external domain. I'll try out WinMTR this week.

[GreglK]

Odd but fantastic! A day after I posted my last rant my connection stabilized! I still ran WinMTR, I started it before I left for work and stopped when I got home because the drops are so random, the results are below. I pinged one of my (VZ's) DNS servers, when my connection would drop I couldn't get past the first hop after my GW.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| Wireless_Broadband_Router.home - 0 | 45721 | 45721 | 0 | 0 | 1437 | 3 |
| L100.BLTMMD-VFTTP-17.verizon-gni.net - 1 | 46275 | 46257 | 4 | 9 | 1620 | 8 |
| G0-8-4-4.BLTMMD-LCR-22.verizon-gni.net - 1 | 46238 | 46209 | 5 | 11 | 1681 | 12 |
| so-6-1-0-0.PHIL-BB-RTR2.verizon-gni.net - 1 | 46186 | 46147 | 9 | 18 | 1455 | 13 |
|ge-7-1-0-0.PHIL-CORE-RTR2.verizon-gni.net - 1 | 46225 | 46195 | 9 | 13 | 1667 | 12 |
| FWDR-71.FWDR-242.FWDR-0.FWDR-12 - 1 | 46169 | 46131 | 9 | 14 | 1470 | 14 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

To those still experiencing intermittent issues:

1. Don’t give up!

2. When you keep calling VZ for the same issue simply ask for an escalation engineer right off the bat. You do not have to sit through the same Tier 1 questions over and over again.

3. Reset your router (hit the button in the back with a paper clip) before calling support and only have one or two PC’s on the network at one time!

4. Do not have any static IP’s on the PC’s you have running. They must get their IP from the router (DHCP).

5. Make no modifications to your router before calling support.

6. Ensure one of the PC’s, the one you’re testing with is physically connected directly to the router.

7. VZ only seemed to take my issue seriously after everything on the premise was replaced a few times over. (Router, ONT, ONT power supply, cables, etc.) Ask for this! Yes it’s a pain but it gives your issue credibility, you need to prove the issue is not on your end. It doesn’t cost you anything as they have weekend hours and VZ seems to love sending techs out to your home. Indulge them.

8. Don’t be a jerk! Screaming at Tier 1 or anyone for that matter will not help you! Would you want to help a jerk? 🙂

I have to cut this short but, Verizon:

1. Why are your network engineers asking the same questions your Tier 1 asks over and over and over? It’s infuriating.

2. Ensure your network engineers update their tickets with anything and everything that has been done.

3. Stop closing tickets if ‘you think’ the issue is resolved, get verification from the client.

4. Focus more on getting the issue fixed and not hiding behind policy and procedure.

The above isn’t directed to all VZ techs of course, I spoke to at least three managers/supervisors giving genuine kudos to Tier 1 and beyond personnel that genuinely wanted to help me resolve my issue, going above and beyond!

Thanks for the replies and thanks to the mystery engineer who fixed whatever the issue was 'after' the PON card was replaced!!

[JOSEm441]

GR8 job Greg thanks for sharing this, I am going to FIOS wednesday and with my luck will need this info. Do the currnet routers for 3 Mbs FIOS have the same issue as my westell 7500 DSL router?  IF you hit the reset button the configuration file backup gets zapped ?

(It is hard to believe that you cannot  backup that config  file to an USB stick from the westell DSL router page)

Does anyone know what model router is the standard for 3 Mbs FIOS ?

TIA

[GreglK]

I wish I could help but I'm only familiar with the Actiontec MI424WR-GENxx routers and the slowest FIOS speed I've used is 15/5. (MIght have been 5/5, it was a long time ago.) And if you hit the rest button on the back of an Actiontec MI424WR-GENxx router it will clear your configuration. You should be able to save a config to your local drive then copy to USB.

[mpendill]

You are lucky. I had a similar situation over the summer. After 3 months of tech support h@ll and replacing all the equipment multiple times, it got resolved after I made a forum post. But unfortunately, after that, I found charges for and hour and a half of labor when the tech came to replace our ONT, so people, DON'T ASSUME A TECH VISIT IS FREE. Someone told me yesterday that they charge every time they come out which contradicts what tech support told me when they set up the visit (that we would only be charged if it was determined that our equipment was the cause and that we would be told on site if it was going to cost $).

I am happy for you, but I wanted to post this warning for others reading your story.

[static808]

I've been experiencing the same problems.  Replaced the ONT, router and now worried to get VZ involved again.

I'm trying to release/renew my IP address now.

I can't seem to confirm from this thread what was the resolution.  Can somebody state how was it resolved and did Verizon mention a root cause for the issue.

Struggling with the internet drops and making "working from home" not possible.

[Cerethx]

I'm also experiencing the same issue, and everytime I talk with support, they do the same steps: restart ONT, restart router, they say do a Verizon Speed test (which of course will come back fine, it's basically a direct line to their servers with minimal outside impact) and they say, it looks good, thanks bye. But my downloads are still in the KB/s range, and netflix either doesn't work or is the lowest quality setting (235kbps/3850kbps). This is making me want to switch back to Comcast, who had terrible service as it is!

[winchenbach]

How exactly did you finally get this resolved. I'm having the same issues. I've had 5 techs come to the house and they've replace the router twice, the ONT, redone some coax and replaced a coax splitter. They've told

me twice they were going to replace the PON card in the CO, but recent calls to tech support reveal that the PON card has never really been replaced. Any ideas? I'm just about to give up and go back to Comcast.

-Eric