Frequent disconnects/weird modem
obguthr
Enthusiast - Level 3

My internet service disconnects about 6 times per day and seems to be getting worse. It is a wired connection from the modem to my PC and there is a wireless router also connected. I get a dial tone on the line when I test it inside the house and outside at the interface.

I followed the troubleshooter for my modem (Westell 6100) and that's where I think the problem is. The power and DSL lights always stay lit and green. Ethernet always flashes green, somewhat randomly, whether I'm connected or not. The internet light is the only light that changes. When it is a constant red, I usually DO have internet connectivity. Sometimes it is not lit at all. When it isn't lit, sometimes I'm connected and sometimes I am not. When the light flashes green, I'm not connected. The light never stays green as the troubleshooting says it should. It used to stay green, but that was many months ago.

I sought help from tech support a month or two ago, because my speed was very slow and was beginning to have some minor connectivity issues. The technician took control of my PC to change a few settings and improved the speed a bit. She was not satisifed with the progress she had made and said someone would contact me the next day to make it even better. I never received that call back.

Do I need a new modem? My model isn't even listed on the DSL modem page. I had to use the search bar to find the troubleshooter for it.

25 Replies
JOSEm441
Specialist - Level 2

I had numerous issues with the 6100F when I had DSL, One thing that helped a lot (but only temporarily) was getting a Westell 7500 that would eliminate you need for wireless router. I would suggest to VZ support that they send you one, I was not changed when I got mine

http://www22.verizon.com/Support/Residential/internet/highspeed/networking/setup/versalink7500/12195...
dslr595148
Community Leader
Community Leader

If you have your own RJ-45 WAN port router and have the RJ-45 WAN port of it connected to the modem combo, do not forget to reconfigure the modem so that it does not handle the public IP.

I point to http://www.dslreports.com/faq/13600

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obguthr
Enthusiast - Level 3

Thank you, for your help. I followed the link, but I don't know which firmware I have. How can I tell? Also, I can not gain access to the IP address provided in that link.

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JOSEm441
Specialist - Level 2

IS this http:\\192.168.1.1 the IP address you are talking about in dslr595148  posted  link above?

ONce you login go to advanced - YES - Firmware upgrade & it should tell you what version you have.

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obguthr
Enthusiast - Level 3

Yes, my browser times out trying to access that IP address. I have tried it numerous times.

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JOSEm441
Specialist - Level 2

Please try the following : all programs- accessories - command prompt and on the command line after the >ping 192.168.1.1 ... you should see something like this http://support.smarttelecom.ie/includes/images/diagrams/wired-dsl-1.gif .. please let us know if what you see differs.

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obguthr
Enthusiast - Level 3

Request timed out. Packets sent=4, received=0, lost=0 (100% loss)

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obguthr
Enthusiast - Level 3

Still no solution. Am I being throttled? If that's the case, I'd appreciate Verizon telling me. If checking email and occasionally visiting Google and Facebook is using more bandwidth than I'm allowed, I'd like to know so that I can change my browsing habits. Otherwise, I seem to be using even more bandwidth researching and trying to solve this problem. Is there somewhere where I can check my internet usage?

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obguthr
Enthusiast - Level 3

I'm still waiting for an answer. I have reset my modem 11 times so far today. I was in the middle of a lengthy online job application today when I lost service. I was not able to recover my information and now have to start over. I'm not sure if it has anything to do with the problem, but I find I lose service most often when I'm accessing https pages as opposed to http. When I am able to reconnect, I'm not able to access those https pages in which I was working, sometimes for a long time, sometimes not at all.

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obguthr
Enthusiast - Level 3

I'm still waiting for an answer. I have reset my modem 12 times in the past 2 hours today. I can't log in to my Verizon email because I was logged in when my service disconnected.

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smith6612
MVP MVP
MVP

It really sounds like you're losing sync on your modem. We'll need your Transceiver Statistics to get an idea as to why.

To get your modem's IP address, go to Start > search for "CMD.exe" in the search box, or simply go to Run, and type in "cmd.exe" into the Run box. From here, run the command " ipconfig ". Your modem's IP is typically the Default Gateway IP. Take note, if you use a router in between your DSL modem and your computer, you may not be able to get to your modem's web administration page without a little bit of work.

If the modem is a Westell 6100 and it's IP address has not been changed, one of the following URLs will work: http://192.168.1.1/htmlV/transtat.asp OR http://192.168.1.1/transtat.htm .

If the web interface doesn't load yet you can connect to the Internet by simply plugging directly into the modem, reboot the modem with the DSL line disconnected. From here, see if the web interface appears. If it does not, try a factory reset. Failing that, you've probably got a Westell 6100 modem that is not quite working right.

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obguthr
Enthusiast - Level 3

Neither link worked. I do have a wireless router between the modem and my PC. My default gateway is 192.168.2.1. I can access http://192.168.2.1/transtat.htm, but it connects me to a Belkin login page. Belkin is the brand name of my router.

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obguthr
Enthusiast - Level 3

I disconnected the router and connected the modem directly to the PC. The first link you provided still didn't work, but the second one went to a login page. I tried my login and passsword, with and without domain name, and neither worked. No other websites would load, so I reconnected the router.

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smith6612
MVP MVP
MVP

@obguthr wrote:

I disconnected the router and connected the modem directly to the PC. The first link you provided still didn't work, but the second one went to a login page. I tried my login and passsword, with and without domain name, and neither worked. No other websites would load, so I reconnected the router.


It sounds like in this case, you can reach the modem. Re-connect directly to the modem and try one of the following usernames and passwords:

admin / password

admin / password1

admin / admin

admin / admin1

admin / Your Router's Serial Number (Case sensitive)

admin / verizon

admin / verizon1

If you are getting a login page for the D-Link while connected directly to your modem, that could be coming from your browser cache. Now if it's actually a Westell login page, then that's what we want. In most cases one of the supplied usernames and passwords I gave should get you in.

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obguthr
Enthusiast - Level 3

The username / password combinations you supplied worked, however, I was never directed to a Westell page. I was taken to a Welcome to Verizon page that led to my installing the In home Agent. I believe I already had it, but I re-installed it in case there was something wrong with my earlier installation. What should I do now?

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dslr595148
Community Leader
Community Leader

@obguthr wrote:

The username / password combinations you supplied worked, however, I was never directed to a Westell page. I was taken to a Welcome to Verizon page that led to my installing the In home Agent. I believe I already had it, but I re-installed it in case there was something wrong with my earlier installation. What should I do now?


I wonder if when you replied to me, you made a typo of what the model of your Westesll is and you need to use the tool that is addressed at http://www.dslreports.com/faq/16899

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obguthr
Enthusiast - Level 3

No, I didn't make a typo. I have a Westell 6100 modem, a black box the size of a wallet, with 5 lights.

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obguthr
Enthusiast - Level 3

dslr, I downloaded the tool in the link you provided. I installed and ran it. It changed my IP address and then I couldn't connect to the internet at all. Luckily, I figured out how to manually re-assign the IP address back to what it was so that I can connect to the internet.

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smith6612
MVP MVP
MVP

If it's taking you to an In-Home Agent installation page, are you being re-directed to a place such as http://activatemydsl.verizon.com/ by chance? That would clue into the Walled Garden being active, which should not be turned on.

Visit http://192.168.1.1/verizon/redirect.htm and click the DISABLE button if the page shows a status of Enabled. When this is disabled you should not be getting any pages to install In-Home Agent. Even then, the Transceiver Statistics should simply appear.

You can try backing into it like this as well. Visit http://192.168.1.1/ and log in. Click on System Monitoring, then choose Advanced Monitors, click YES past the prompt, and click Transceiver Statistics.

obguthr
Enthusiast - Level 3

I was indeed redirected to http://activatemydsl.verizon.com/ . I clicked disable and was able to proceed.  I never saw anything that said transceiver statistics, but I copied all the settings that I found. As I type, with my wireless router bypassed, I haven't experienced a single disconnection so far and it has been at least 20 minutes. I'm usually lucky if it lasts 5 minutes. The speed is much faster than normal as well. Is there something wrong with my router, or does a setting need to be changed? I should be able to provide information about the setings now, thanks to Smith6612!

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