DSL signal drops or very slow

[Barb2247]

A year ago Verizon sent me a Westell 7500  to replace my old modem/router that was bad, I have had problems.since I hooked it up. It drops the signal and I have to unplug it and let it cool down. Then it will work again, for awhile. Now I have to do this everyday, sometimes more. I called Verizon support, talked to Mary {edited for privacy}. She walked me through all the usual CRAP. And said your internet is working. Thank you... No crap its working. She had me unplug it for awhile and it was back to working. So that was it. MY INTERNET WAS WORKING!!!  Well that doesn't help me at all. It will act up again, and again blah blah blah.  Last year service tech came out and said same thing, "WOW this Westell unit IS REALLY HOT, Since you just got this one, you will have to pay for another one." BULL..... Why would I have to pay for another one when this one is bad. So here I am doing the same thing, unplugging my Westell 7500 let it cool down , plugging it back in to have Verizon internet that I pay a lot of money for!!!! NO ONE WILL LISTEN and you can't talk to anybody that seems to know WOW that was a bad unit, lets get you a new one  that works. Verizon is not  trying to make things any better. They just want our money. 

[KaLin]

I'm sorry to hear about your recent issue. The Verizon Forums is a peer-to-peer support channel in which users help other users. Because your issue appears to need account specific assistance from Verizon, I've copied your message to an employee monitored board, where a Verizon representative can assist you. You will be contacted by email, private message in the Forums and/or the billing telephone number on your Verizon account as soon as possible. 

[Barb2247]

Thank you for your help,KatLin. I hope it will get me to somebody that will fix my issue. 

[dslr595148]

#1 Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that the final hop (bottom-most line of the trace) might contain a hop with your IP address in it. Remove that line. 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.

#2 Can you provide the Transceiver Statistics from you modem?

If you don't know how to get the Transceiver Statistics from your modem:

a) What is the brand and model of your modem?

b) If you have a RJ-45 WAN port router connected to the modem: What is the brand and model of your RJ-45 WAN port router?

#3 Even if you know how to get the Transceiver Statistics from you modem, if you have a RJ-45 WAN port router connected to your modem

What is the brand and model of your RJ-45 WAN port router?

[smith6612]

I believe I mentioned this in another thread you posted in...

If your Westell is in fact overheating and causing issues with the service due to heat, try relocating the modem first of all to a place where it is able to get some more air flow. Enclosed spaces are not only bad for computers, but they also affect network equipment, especially if shared with computers (Like Desk Cabinets. Worst place ever for a tower). the Westell 7500s, while they do run hot, should be better cooled by standing them on their sides rather than by placing them upright, as the airflow is much improved across the circuit board due to the position of the vents on the router. A wall-mount would be awesome for such a case if the modem isn't already mounted on one.

Also, while the tech was there did he check your modem's Transmit power? It might be possible you've got a line with a high signal required to sync up, and as such power levels might be ramped up slightly generating heat. Not much you can do about this besides keep the modem cool.