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Westell 7500 (2nd one) intermitant internet, timed out pings.. etc etc

welll, where to start,

About 1 week ago we started having issues with slow too no internet.

Let it go for a day or so before I called Verizon.

The automated lady does a line test. They see a problem. I end up talking with a person, run through all the normal stuff.

They send out a tech.

When the tech comes he deduces quickly that I have line issues.

So he orders a new run to my house made. I guess.

Next day around 3:00 pm the internet dies completely. Dead. Blinking DSL light no internet light.

So I call back up, they can't send someone that day so the next day they can.

So I stay home yet again.

They came on Thursday and after about 15~20 he figures out how they wired up out side does not match up what i have in the house. So we go downstairs rewire that one port.

It works... yeaaa.. and it is SCREAMING...

After about 2~3 hours of surfing/game playing.. the internet dies, intermittently, again.. back too step one.. great...

Soo i am furious at this time.. I call again.. after about 2hours on the phone and 4-5 different people.. i have someone coming the next day... that is day #3 for no work.. thank gawd i have tons of days to lose. The one advanced tech i talked to said well lets send you a different modem and a different model. I was happy happy .. great let's get rid of the 7500.

So I stay home. The usual, stay here to from 8am~5pm for the tech.. At 3pm i start to worry that they forgot about me. Well i called and after 15~20 mins i find out they did .. Oh and my new modem showed up, wow that was fast. And its an 7500 *sigh*.

Well found out the modem he wanted to give me is no longer aloud to be shipped so they shipped me the same model.

Well after I found out that there was no one coming i just installed the modem myself.

I plugged it in. It works. So i am ok at this point in time.

Well later on that night i have NO internet again. At this point time i set fire to the house. Just kidding but that is how I felt.

sooo here some data ..

from right now this is what my ping to my modem looks like....

-------------------------------------------------------------------------------------

Reply from 192.168.1.1: bytes=32 time=7ms TTL=64

Reply from 192.168.1.1: bytes=32 time<1ms TTL=64

Reply from 192.168.1.1: bytes=32 time=5ms TTL=64

Reply from 192.168.1.1: bytes=32 time=7ms TTL=64

Reply from 192.168.1.1: bytes=32 time=6ms TTL=64

Reply from 192.168.1.1: bytes=32 time=7ms TTL=64

Reply from 192.168.1.1: bytes=32 time=6ms TTL=64

Reply from 192.168.1.1: bytes=32 time=2ms TTL=64

Reply from 192.168.1.1: bytes=32 time=5ms TTL=64

Reply from 192.168.1.1: bytes=32 time=1ms TTL=64

This is what my ping to the outside world looks like... to google actually.

-------------------------------------------------------------------------------------------------

Reply from 64.233.169.103: bytes=32 time=51ms TTL=237

Request timed out.

Reply from 64.233.169.103: bytes=32 time=68ms TTL=237

Request timed out.

Reply from 64.233.169.103: bytes=32 time=53ms TTL=237

Request timed out.

Reply from 64.233.169.103: bytes=32 time=259ms TTL=237

Reply from 64.233.169.103: bytes=32 time=50ms TTL=237

Reply from 64.233.169.103: bytes=32 time=48ms TTL=237

Reply from 64.233.169.103: bytes=32 time=51ms TTL=237

Request timed out.

Reply from 64.233.169.103: bytes=32 time=49ms TTL=237

Reply from 64.233.169.103: bytes=32 time=46ms TTL=237

Request timed out.

Reply from 64.233.169.103: bytes=32 time=47ms TTL=237

Request timed out.

Reply from 64.233.169.103: bytes=32 time=45ms TTL=237

Request timed out.

Reply from 64.233.169.103: bytes=32 time=44ms TTL=237

Reply from 64.233.169.103: bytes=32 time=45ms TTL=237

Request timed out.

Reply from 64.233.169.103: bytes=32 time=52ms TTL=237

Request timed out.

Reply from 64.233.169.103: bytes=32 time=51ms TTL=237

Mind you this is "new lines" and "new modem".

Any ideas?

HELP PLEASEEEE

Comments

techgeek27

Why I am not surprised that no one will help me *sigh*. Smiley Sad

ElizabethS

It is Saturday, techgeek, and two weeks before Christmas Smiley Happy

Have patience. Someone will be along with suggestions.

techgeek27

Sorry, patience is gone.. fuse is burnt... bla blah blah ,...

I think this is why am also freakin out sooo much.. I have a huge xmas vaca comin up. i know that it will not be fixed over that time...

I am calling comcast on monday to find out how fast they can get a cable modem workin in our house, as a backup plan.

scarter

I don't have an answer for your problem but I am having the same issue. The Westell 7500 will work fine for a period of time and then suddenly go out. I will go through the process of cutting it off for 15 seconds and then restarting - at first that worked - annoying but at least it worked. Lately it has not worked and I have to keep repeating the process. I went out last night and when I came back it was out and it has not worked since. The frustrating thing is that it will tell me that the signal is Excellent and that I am connected yet it will not let me access the internet. So again, no answer for you but I definitely empathize with you.

Skier7667

Take a look at my post - Speed Super Slow - Lo Speed DSL - Although I haven't contacted Verizon by phone yet to file a repair ticket, my fear is that I would have to be home like you, which at this time in the year, I really can't be out days at a time. I also have the Westell 7500 and it tells me I'm suppose to be receiving download of around 1.7 Mb/s, but this morning around 5 AM when I woke up it was around .30 Mb/s. That starts to make me think that the degradation is not caused by volume of users during peak times since at that time in the east coast people are just beginning to awake. It must be due to something else altogether.

It sure be nice if Verizon would read these threads and take action on their end, but maybe that's not feasible - one has to make them aware of individual issues.

Ana

I thought I could find a solution to my problem here but I see I am not the only person with slow or no internet at all Smiley Sad

This is my fifth day with no internet I have already contacted Verizon and filed two repair ticket and I still have no internet, by the way this is the second time I have this problem.

I am like so disappointed right now that if it wasn't for the agreement I would have canceled the service already.

Hopefully they will fix it soon...

techgeek27

All righty .. got another tech in here... he is actually very good and is just as confused as i am... did i mention i am windows system admin for a college... well anyways... unfortunately networking is not my field..

I do not have good news as, i am still having problems.. about 1.5 hours after he left i got a time out again.. solid dsl no internet...

Mind you this is a brand new 7500 modem...

I have been reading about a possible issue with the modem "over heating" because of the wireless.. and that if you turn it off this issue will go away.. the timeouts that is... I refuse to even try this as this is not a solution .. so i tried dropping my wireless down to B and no wep, just MAC address filtering... I also lengthened the amount of time that the ssid broadcast goes out... figured less is more.. less work it has to do the less heat it will produce...

well this is to no avail..

As for you people with slowness issues... cause mine really isn't slowness at this time.. They replaced the run to my telco box and that seem to help... i am getting great speeds... i just can't stay on...

hope any of this helps...

techgeek27

Does this help???

Transceiver Revision A2pB020b3.d20h

Vendor ID Code 4D54

Line Mode ADSL_G.dmt

Data Path INTERLEAVED

Transceiver Information Down Stream Path Up Stream Path

DSL Speed (Kbits/Sec) 3360 288

Margin (dB) 7.6 11.0

Line Attenuation (dB) 32.0 28.0

Transmit Power (dBm) 19.7 11.0

techgeek27

(edit)

Has anyone ever had a verzion person "insist" that u have filter on the DSL? They keep telling me this.. Going to go search that out.. Since i came home tonight.. at 7pm it was up.... and had been up... we started to use it.. it has gone down at least 5 times since now.. 10:46pm

techgeek27

SOOOOO, still lots of drops. I figured I would try something that was mentioned some place in this forum area. Plug the dsl directly into the Verizon splitter box outside. So i did.. Hmm soo good so far..

Did a test at pingtest.net... got A+ on my signal.

Here is the link to the test..

[URL=http://www.pingtest.net][IMG]http://www.pingtest.net/result/5937358.png[/IMG][/URL]

As for the dropping it has been to soon to tell. We shall see.

Now what does this mean? That my, phone lines that are inside my are house are crap? The lines were put into our house 11 years ago. so the possibility of them being bad doesn't seem to high.

Hmm we shall see we have someone coming on Tuesday. Will try and post later on status.

techgeek27

Welp i am back.. because it is still not right.. they keep "fixing" it ... and it keeps "breaking".. I quoted "breaking" cause i don't if anything is broke..

Well being the techgeek that i am i started to dig into it a little bit more..

Now I am back to the multiple timeouts etc etc etc..

Using one of my favorite programs ping plotter, http://www.pingplotter.com/download.html, I watched some websites and they say the same thing across the board..

here is an image of the plots...

http://lh3.ggpht.com/_e9FyRRNlkSc/Sza8nQ0XsII/AAAAAAAAApY/BHSI3B1YzRE/www.google.com.png

The one that pops into view over and over is the 10.11.13.1 I am assuming that is my DSL routers internal number to Verizon. I only look at this cause it's so close to the router and dropping packets..

If i do a ping to that one.. just using cmd line .. i get time outs just to it.. yeaa.. not really being sarcastic..

The next one that seem to be a consistent pain is 4.68.63.141 --- xe-11-3-0.edge1.Washington4.level3.net and 4.68.63.141 -- xe-11-3-0.edge1.Washington4.level3.net

I put both down because the trace route info .. jumps in between each one..

So i called yes i still have open ticket.. yeaaa i can't do anything reliable on the net right now..

Before i left i thought i might show my latest speed test.. it makes me laugh and cry at the same time...

http://www.speedtest.net/result/663792150.png

techgeek27

Hmmm my speeds got better all of a sudden... sooo i am not holding my breath

DOWNLOAD_MEGABITS

0.2

0.69

0.62

0.17

1.88

1.31

2.29

2.36

2.35

2.03

1.13

2.04

2.29

UPLOAD_MEGABITS

0.21

0.22

0.2

0.23

0.22

0.17

0.22

0.24

0.22

SERVER_NAME

Frederick, MD

Brandon, MB

Sydney, NS

Hammond, LA

Radnor, OH

Hamilton

Frederick, MD

Miami, FL

Monterrey, NL

Macclenny, FL

Frederick, MD

techgeek27

welp i got a litle bit my speed for the night now we are back too bad speeds again.. yeaa..

*sigh* i guess it's time to go to bed...

slow speed test

Ohh and i figured out how to imbed pictures (^_^)

TopGun

Hi there,

I have seen this issue!

Tell the tech you have a sync and no route issue both if which must be fixed at the CO which for the non technic is the Central Office the place your signal comes from. If all else fails get a replacement modem?

TopGun

If you a solid DSL light that's good!

But the bad news is you have a condition called NO Route or No Internet light tell your tech that they will know what to do

its a DSL line issue out of your control.

techgeek27

Well, u would be correct... cause i would have NEVER been able to find the problem.. Not with out their testing equipment and knowledge..

I say this cause as of this time the problem is fixed.

Basically they think it had something to do with the wires. They did a home run from the internal junction box to the port i was using... There was still issues.. But outside it was great,, no issues at all...

I basically had a fantastic who would take "its seems ok" as a good answer..

He traced it to in between the home run connection and the outside box. He noted that it was flat wire instead of round wire which i guess has better winding and less bleed... what ever.. just fix it LOL.. but i understand what he meant..

Anyways.. he added a cable in between the junction box inside and outside.. Of course round.. and did a home run from the outside box to the inside homerun to the terminal..

All i have to say is holy shet... that made the world of difference..

Noise is great

speed is unbelievably smooth..

Ping speeds are where they are suppose to be..

I did a test with google for a good part of the day yesterday with great results.. only minor packet loss .. but on their end not Verizon..

I am glad this all worked out.. i reallllly didn't wan't to have to change carriers and go cable..

Thanks too all that put up with my ranting..

My only question is:

Why was this kind of diagnostic and attention to detail done at the beginning.

Now i know what tech to demand. Jason .. and he isan old high school buddy that works..

Good bye and willing i will not come back here.. and this can help someone..

deejean

I finally recieved a call back, however, VERIZON is unable to schedule a technician to come out at this time, until my upgrade has been completed...........keep in mind I did order the upgrade, I was suppose to have it all along..........also, how is faster speed going to fix my problem???? Just a dog chasing it's tail!!!!

djm

Hubrisnxs

tech geek

Hubrisnxs

techgeek27 -

I can tell you what your problem is right now.

those tranceiver stats.

Transceiver Revision A2pB020b3.d20h

Vendor ID Code 4D54

Line Mode ADSL_G.dmt

Data Path INTERLEAVED

Transceiver Information Down Stream Path Up Stream Path

DSL Speed (Kbits/Sec) 3360 288

Margin (dB) 7.6 11.0

Line Attenuation (dB) 32.0 28.0

Transmit Power (dBm) 19.7 11.0

You're upload is getting saturated.

Short answer, go to this thread at DSLreports.com and ask for fast path provisioning.

Interleave is great for speed plans lower than 3 mb.

3mb and higher this interleave provisioning causes a reflection in the line that actually causes it to have lower line quality issues, and in the cases where it doesn't do that, it causes latency.

over the phone verizon can change this for you without having a tech, or you can reach out to this forum thread and make the request as well.

http://www.dslreports.com/forum/r21020955-Need-to-switch-between-Interleave-and-FastPath-Part-2

The reason why it works fast when you reboot it and then slowly dies out, is due to the syncing process.

When a modem sync's it sync's at the highest rate possible and then slowly adjusts to the condition of the line. 288 is REAL low.

you should be 768 and higher.

When it is in sync, it is only at 288 k and there is a design flaw in TCP/IP that if you saturate your upload transmissions, your download suffers significantly, they aren't as independant of each other as one might think.

Hubrisnxs

after you get it switched to fast channel, post your tranceiver stats here and I'll tell you if you need to have anything additional done, it may or may not fix it right off the bat, but that is an important step and should be step 1 for any customer that is 3mb or 7mb.

the ideal should be fast channel for those customers. interleave for everyone else. (general rule of thumb)

slporter

I am having similar problems...our internet goes down every 10-15 minutes. Verizon is giving me the run-around and will not send out a technician thus far because they see no problem. They have run two different 24 hour tests, so they say. The DSL light blinks and the internet light is not on at all when it goes down. After four days of phone calls, to some outsourced country, a nice rep finally sent us out a new router, the 7500 I believe you are complaining about. We've only had it one day and it is doing the same thing. They put me on hold, and give me some crap about having to manually create a service ticket, and that another department has to create it...blah blah blah. DSL is my only internet option where I live and would like to keep it, but this is ridiculous! I don't understand why it is so hard to send someone out! Our next door neighbor is experiencing the same problem. I have been a Verizon customer for over 20 yrs and think that their customer service needs some serious work! I am no where near a network savy person, but I do know that loosing connection every 10 minutes is not how it is supposed to work.

deejean

Update: I am not going to say that my primary problem is fixed, but my secondary problem is (knock on wood); as I previously posted to my primay problem of intermittent internet the solution was to provide me with faster internet, from 3.0 to 7.0, well that created my secondary problem, which was no internet!! 4 1/2 days later, 100's of phone calls and one visit from a verizon technician, I have internet. Apparently in upgrading my speed one little, minor step was overlooked, but nobody knew what that was. They insisted a techinician must come to my house. They insisted that everything else has been done and looked at and concluded the problem was at my location, WRONG! When the technicial showed up, he did everything I had done, rebooting, resetting the modem, going to the modem web site and changing settings in such. Still no luck. He called for help and still no luck. He was advised to switch out my modem, still no luck. He was then told to call the infamous number, you know the one that is outsourced in TIMBUKTU.......still no luck, he was then transfered to another department and in 10 seconds this lady knew the problem and fixed it, just like that!! She said it was the 2nd she had.........huh, 10 seconds!!! FIXED!!! Now, why didnt' anyone know what to do??!?!?!!? Oh by the way, this lady was local!!

But again, my primary problem was not fixed, however, I have had internet for 24 hours now, but I don't want to jinx myself.

This department totally (edit)!

Good luck to everyone...........

djm

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