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Modem not connecting at previous rate

Cgrove
Enthusiast - Level 1
‎06-20-2010 12:20 AM

I have been contacting support over and over again, they keep telling me problem is resolved but it is not. I was hung up on Thursday with no call back. Since the 9th of June, I have had a 2.1Mbps connection. When I login to my modem I see that it will not connect above a 2688Kbps connection when it has always been 3255Kbps (3 years now). I pay for a 3Mbps connection, my best speed NOW is only 2.1Mbps (infospeed.verizon.net), this is a 27% reduction in service. I have had DSL for years and it has always been 3Mbps when I run the (infospeed.verizon.net) test. I can not believe that you guys are not fixing my problem, I want a refund for this month, you cannot charge for broken service when it was working for years before and now it is not. I want my service fixed immediately, please login to my modem and see for yourself. I am tired of this run around from Verizon, you are costing me lots of time and more importantly money. I have spent hours on the phone dealing with support, they make me do tests that have nothing to do with my issue. Please fix my DSL, please, please, please, please, please, I am desperately begging you!!!!


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mechanics600
Contributor - Level 2
‎06-20-2010 08:02 AM

One procedure which sometimes works is to unplug the power to the modem/router for a few minutes.  Plugging it back in will cause the modem to resync.  Modems will on occasion begin to fail and Verizon should replace at no cost if you return the old one after receiving the new unit. Request a line check and a field tech to check the NIC on the outside of the house.  If the speed is low at that point the problem is with Verizon.

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Cgrove
Enthusiast - Level 1
In response to mechanics600
‎06-20-2010 04:29 PM

I tried leaving it off for 48 hours and it still connects at the same rate. The line tests are showing that everything is fine with the line (via Verizon support). I would note the fact that on the 9th is the exact same day that the more middle class neighborhood across the street had FIOS installed/activated. I mentioned that to the technicians and they said that had nothing do with it. Maybe it is just coincidental, but it feels like Verizon is taking bandwidth from DSL users and sending it to FIOS/TV users.

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chalktrauma
Enthusiast - Level 2
In response to Cgrove
‎06-20-2010 07:49 PM

I know exactly how you feel, I'm going through the same thing.. check out my posts:

http://www.dslreports.com/forum/r24408623-speedlatency-recent-speed-change

http://forums.verizon.com/t5/High-Speed-Internet-DSL-and-Dial/Data-rate-change/td-p/210011

Not sure there is anything we can do about it..Smiley Mad

My next approach is going to be to find an alternative source of broadband internet access and call the accounts department and let them know I'm leaving to get my access somewhere else. Tech support doesn't have to care even when I heaped data upon them, but sometimes nudging accounts a bit gets the ball rolling, we'll see.

Post here again if you see any change...

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