High Speed DSL and Streaming/Disconnects!!
Had_It_With_DSL
Enthusiast - Level 1

At my wit's end. I upgraded to high speed this summer due to problems with getting disconnected all the time, even when it is not raining, yes rain is a major prob with Verizon. Has done me no good at all.  I play one mild streaming game on yahoo, and Skype my son, Facebook video, none of which can stay connected for more than 5-8 minutes at a time in the evening during the week, and majority of the day on weekends. 7 calls to Verizon customer service this summer, cut off by Verizon for 6 of them for various reasons, "refreshing system", transferring me to wrong depts, etc. to discuss this problem, and not one of them called me back even though they took my number at the beginning of conversation.  Gave up til this past week (Tuesday, 12/20/11), spoke to an Eric, reviewed situation again, explained customer service probs, promised he would call me back between 6 and 6:30 that night, guess what, no call!  I have had line tests, service guys to the house, all to no avail, gee, all is good.  I have come to the conclusion that my service is likely to be forciblly slowed down in evening/weekend hours since this is their heavier use time and system may not be able to handle it. I have kept speedtest open and constantly run it when streaming and download speed will go from a 10+ down to a 1+, and ..... boom....stream killed.   I can stream early a.m. anytime without a problem (don't know about late at night since early bed time for me!), but am on my way to another provider for DSL and phone if I do not hear from a rep with a plausible answer by end of week.

Any plausible answers? 

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17 Replies
dslr595148
Community Leader
Community Leader

#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) will 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.

Can you provide the Transceiver Statistics from the Westell? Visit http://192.168.1.1/for me and do the following:

1: If you see a Blue and White Westell page, mouse over Troubleshooting, go to DSL, and choose Transceiver Statistics. Copy/Paste the information on that page.

2: Go to System Monitoring > Advanced Monitors > Transceiver Statistics. Copy/Paste the information on that page.

3: Try visiting http://192.168.1.1/transtat.htm which is a direct link to the Stats on older modems.

If you need a Username and Password, try the following:

admin/password

admin/password1

admin/admin

admin/admin1

admin/Serial Number.

By Serial Number, I don't mean type in the words Serial Number. I mean find and type in the serial number found on the bottom of this router.

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Had_It_With_DSL
Enthusiast - Level 1

 

 

  P.S. on top! Good thing I copied my response since lost internet connection before got to send! Sorry looks little goofy 🙂 

 

Here's what I found, not sure if did all right.....also, I did not see my IP address anywhere in here, at least not the one I know of?? Thanks for looking into it for me! Signed, Frustrated but hopeful?

Also including a series of speedtest.net tests I did, most of which while I was being cut off while online streaming one night:

 

TIME_ZONE

DOWNLOAD_MEGABITS

UPLOAD_MEGABITS

LATENCY_MS

SERVER_NAME

DISTANCE_MILES

GMT

10.74

0.87

45

Scranton, PA

100

GMT

10.73

0.87

45

Scranton, PA

100

GMT

11.07

0.88

45

Scranton, PA

100

GMT

1.97

0.78

45

Scranton, PA

100

GMT

10.2

0.86

45

Scranton, PA

100

GMT

10.62

0.88

45

Scranton, PA

100

GMT

10.62

0.88

45

Scranton, PA

100

GMT

10.02

0.88

45

Scranton, PA

100

GMT

10.63

0.88

45

Scranton, PA

100

GMT

1.23

0.86

45

Scranton, PA

100

news.giganews.com

1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 0 ms 0 ms 2 xe-2-3-0.er1.iad10.us.above.net (209.66.64.189) 0 ms 0 ms 1 ms 3 xe-0-0-0.er2.iad10.us.above.net (64.125.26.234) 0 ms 0 ms 0 ms 4 above-uu.iad10.us.above.net (64.125.13.174) 0 ms 0 ms 0 ms 5 0.ae1.RES-BB-RTR1.verizon-gni.net (152.63.32.142) 9 ms 8 ms 8 ms 6 P14-0.LCR-01.SCTNPA.verizon-gni.net (130.81.28.185) 44 ms 32 ms 35 ms 7 G2-0-102.SYRCNY-SYRCNYSU-ERXG02.verizon-gni.net (130.81.195.163) 31 ms 34 ms 36 ms 8 * * * 9 * * * 10 * * * Max number of unresponsive hops reached (firewall or filter?)

Weststell Transceiver Stats:

Transceiver   Statistics

 

  
      

Transceiver     Revision

         

A2pB020b3.d20h

             

Vendor     ID Code

         

4D54

             

Line     Mode

         

ADSL_2plus

             

Data     Path

         

FAST

        
      

Transceiver     Information

         

Down     Stream Path

         

Up     Stream Path

             

DSL     Speed (Kbits/Sec)

         

12508

         

1077

             

Margin     (dB)

         

8.8

         

9.9

             

Line     Attenuation (dB)

         

24.5

         

9.4

             

Transmit     Power (dBm)

         

22.6

         

12.4

     
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smith6612
Community Leader
Community Leader

Your margins are a little low, and the speed doesn't seem to be whereit should be. Could you provide your modem logs for us after a disconnect occurs? The modem's logs can be gotten from the same place as the Transceiver Statistics, and we're looking for the information from the "All" category. It's best to provide the log via a Paste at http://www.pastebin.com , as the forum tends to complain about lenghty posts. To provide a Pastebin, just copy/paste the URL to the page your paste is located on.

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Had_It_With_DSL
Enthusiast - Level 1

Hi Smith. Read your post, went to play game, and cut off in about 5 mins. Went to the...192.168...site as requested, but I do not get a blue and white westell page as you suggested above, I get a red verizon page with info, so was not sure where to get the "All" you requested. Had a hard time figuring where to get above info for trans stats, hope was right. Where do I look? Won't take me more than 5 minutes to get it for ya! lol....

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Had_It_With_DSL
Enthusiast - Level 1

PS...this is the addy I ended up at: http://192.168.1.1/htmlV/welcomeMain.htm

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smith6612
Community Leader
Community Leader

Open System Monitoring, choose Advanced Monitors, and then choose System Logging. The "All" category is found in the drop-down box under System Logging.

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Had_It_With_DSL
Enthusiast - Level 1

Here we go...specifcally the newest stuff from a "connection killed" at game room (had mega connect probs prior as you will see, only pasted some:(  -

All Event Log  Time Severity Process Details Dec 30 19:48:08  daemon.notice  pppd[3311]:  Westell PPP Environment:device:nas1 linkname:config0 iplocal:{edited for privacy}ipremote:10.16.10.1 ppplogname:root orig_uid:0 connect_time:378588850 bytes_sent:79110 bytes_rcvd:92417 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12 Dec 30 19:48:08  daemon.warn  pppd[3311]:  pppd[3311] EXIT_PPPOE_TIMEOUT_PADO caused InternetFail light to be lit Dec 30 19:48:08  daemon.notice  pppd[3311]:  PPPD Exit Status changed EXIT_OK->EXIT_PPPOE_TIMEOUT_PADO during phase PHASE_SERIALCONN->PHASE_HOLDOFF Dec 30 19:48:08  daemon.notice  pppd[3311]:  Westell phase_hook PHASE=PHASE_HOLDOFF(11) Dec 30 19:48:08  daemon.notice  pppd[3311]:  Westell Random Holdoff returning 64 seconds Dec 30 19:48:08  daemon.warn  pppd[3311]:  Leaving destroy_pppoesessionfile Dec 30 19:48:08  daemon.err  pppd[3311]:  Unlinking PPPoE session file:/WFIO/ppp-config0 Dec 30 19:48:08  daemon.warn  pppd[3311]:  Enter destroy_pppoesessionfile Dec 30 19:48:08  daemon.err  pppd[3311]:  Unable to complete PPPoE Discovery Dec 30 19:48:08  daemon.warn  pppd[3311]:  Timeout waiting for PADO packets Dec 30 19:48:08  daemon.warn  pppd[3311]:  waitForPADO: timed out Dec 30 19:47:58  daemon.warn  pppd[3311]:  waitForPADO: timed out Dec 30 19:47:53  daemon.warn  pppd[3311]:  waitForPADO: timed out Dec 30 19:47:48  daemon.notice  pppd[3311]:  Westell PPP Environment:device:nas1 linkname:config0 iplocal:173.50.59.40 ipremote:10.16.10.1 ppplogname:root orig_uid:0 connect_time:378588850 bytes_sent:79110 bytes_rcvd:92417 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12 Dec 30 19:47:48  daemon.notice  pppd[3311]:  PPPD Exit Status changed EXIT_USER_REQUEST->EXIT_OK during phase PHASE_DORMANT->PHASE_SERIALCONN Dec 30 19:47:48  daemon.notice  pppd[3311]:  Westell phase_hook PHASE=PHASE_SERIALCONN(2) Dec 30 19:47:48  daemon.notice  pppd[3311]:  Westell PPP Environment:device:nas1 linkname:config0 iplocal:{edited for privacy} ipremote:10.16.10.1 ppplogname:root orig_uid:0 connect_time:378588850 bytes_sent:79110 bytes_rcvd:92417 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12 Dec 30 19:47:48  daemon.notice  pppd[3311]:  PPPD Exit Status changed EXIT_PPPOE_TIMEOUT_PADO->EXIT_USER_REQUEST during phase PHASE_HOLDOFF->PHASE_DORMANT Dec 30 19:47:48  daemon.notice  pppd[3311]:  Westell phase_hook PHASE=PHASE_DORMANT(3) Dec 30 19:47:45  user.crit  kernel:  ADSL link up,interleaved,us=1074,ds=12508 Dec 30 19:47:45  user.crit  kernel:  ADSL G.992 message exchange Dec 30 19:47:41  user.crit  kernel:  ADSL G.992 channel analysis Dec 30 19:47:36  user.crit  kernel:  ADSL G.992 started Dec 30 19:47:30  user.crit  kernel:  ADSL G.994 training Dec 30 19:47:28  user.crit  kernel:  ADSL link down Dec 30 19:45:29  daemon.notice  pppd[3311]:  Westell PPP Environment:device:nas1 linkname:config0 iplocal:173.50.59.40 ipremote:10.16.10.1 ppplogname:root orig_uid:0 connect_time:378588850 bytes_sent:79110 bytes_rcvd:92417 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12 Dec 30 19:45:29  daemon.warn  pppd[3311]:  pppd[3311] EXIT_PPPOE_TIMEOUT_PADO caused InternetFail light to be lit Dec 30 19:45:29  daemon.notice  pppd[3311]:  PPPD Exit Status changed EXIT_OK->EXIT_PPPOE_TIMEOUT_PADO during phase PHASE_SERIALCONN->PHASE_HOLDOFF Dec 30 19:45:29  daemon.notice  pppd[3311]:  Westell phase_hook PHASE=PHASE_HOLDOFF(11) Dec 30 19:45:29  daemon.notice  pppd[3311]:  Westell Random Holdoff returning 349 seconds Dec 30 19:45:29  daemon.warn  pppd[3311]:  Leaving destroy_pppoesessionfile Dec 30 19:45:29  daemon.err  pppd[3311]:  Unlinking PPPoE session file:/WFIO/ppp-config0 Dec 30 19:45:29  daemon.warn  pppd[3311]:  Enter destroy_pppoesessionfile Dec 30 19:45:29  daemon.err  pppd[3311]:  Unable to complete PPPoE Discovery

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smith6612
Community Leader
Community Leader

It looks like the line is having an issue with physically dropping the signal. Would you happen to have access to a NID? It's a good idea to try connecting the modem directly into the NID's test jack to see if perhaps there is an issue with the home's wiring that is degrading the signal coming in and causing errors (A lot of uncorrectibles can tank downstream speeds rather quickly). If you can do this and provide the new Transceiver Statistics, that would be great.

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Had_It_With_DSL
Enthusiast - Level 1

Hmmm...not sure what to do, will try to get some help from someone. But, if I don't lose connection to internet, just skyping and gaming disconnects, would this be the cause?  Thanks for all your help Smith!

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smith6612
Community Leader
Community Leader

It can be. That's what we're looking to isolate here. The NID test is pretty easy. I might suggest this FAQ to you to help you out a bit. It's lenghty, but does cover all the bases: http://www.dslreports.com/faq/4787 . Yes, it is for AT&T Southwest, but that doesn't matter. 🙂

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Had_It_With_DSL
Enthusiast - Level 1

Hi Smith. Finally got the NID test done.  Hope I am giving you what you need.  I am pasting first transceiver tests done while hooked into NID.  I went and played about 15-20 mins of my online game, did not, wow, get my "connection killed" once.  Then again, I hooked all back up as normal following NID test, ran another transceiver test (see seond results below) after playing same amount of time (and did not get "connection killed" that time either?!?!?!).  Highly unusual.  Anywho, here's my test results (first test is from NID connection direct):

This is the test I did at the NID:

Transceiver Statistics Transceiver Revision  A2pB020b3.d20h Vendor ID Code  4D54 Line Mode  ADSL_2plus Data Path FAST  

  Transceiver Information Down Stream Path Up Stream Path DSL Speed (Kbits/Sec) 12508 1074 Margin (dB) 18.1 9.8 Line Attenuation (dB) 24.0 9.4 Transmit Power (dBm) 20.7 12.4

I then reconnected to original set up/modem line, results:

Transceiver Statistics Transceiver Revision  A2pB020b3.d20h Vendor ID Code  4D54 Line Mode  ADSL_2plus Data Path FAST  

  Transceiver Information Down Stream Path Up Stream Path DSL Speed (Kbits/Sec) 12508 828 Margin (dB) 12.3 9.9 Line Attenuation (dB) 24.0 9.7 Transmit Power (dBm) 22.3 12.4

I hope this is what you needed, pleez, or I may lose my mind (which is somewhat electronically challenged! LOL)

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smith6612
Community Leader
Community Leader

The statistics are much improved at your NID. Your upstream speed is higher, the margin on the downstream is significantly higher, and the transmit powers are lower. At this point, I believe it's time to start troubleshooting a problem with the internal wiring. If possible, tell us what the modem has to run through. For example, what kind of wiring does your home have? Is it older style Quad/Non-twisted wiring, or is it newer wiring such as CAT3 or CAT5 that is twisted? Is the modem running through a One to Two jack splitter? Is it going through a Surge Protector? Are the jacks in your home daisy chained or do they all meet up at a central location?

If we can isolate what the issue may be in the home, that would help us out. If not, the best course of action here would be to actually run a dedicated wire just for the modem from the NID, filtering out the rest of the home. They have DSL/POTS splitters that can be installed inside of a NID as a line module, or as external, weather-proofed units. These splitters will effectively prevent anything within the home that would deteriorate DSL signal, minus electrical interference (usually) from actually affecting the service. When you install this, you'd typically use CAT3 or CAT5 cable (you only need two wire pairs, so two-pair CAT3 works fine and is cheaper) and set up another wall jack for only the DSL modem, and connect the modem to it. The rest of the house would be connected to the other end of the splitter using the main line that goes from the NID to the "meeting point" in your home.

CAT3 cabling runs for not much at all. You can get a 1000' spool of unterminated CAT3 cabling for no more than $60 usually, and wall jacks are a few dollars at most. No need to terminate the cables (except at the NID, where you need to keep the bare copper from the secondary pair safe as to not corrode), as you'll be doing it using screws on both ends so that eliminates the needs for crimping tools and connectors.

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Had_It_With_DSL
Enthusiast - Level 1

Wow Smith up late helping the masses! Kudos for that alone!  I will get my "helper" back and see what we can do and let you know.  Thanks much for your help!

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smith6612
Community Leader
Community Leader

No problem! 🙂 I'm a night owl. Work during the day, come home, and play video games and post on forums until some odd hour in the morning. I do get plenty of sleep, though!

Let us know how things go once work has been done.

milhaus_vz
Contributor - Level 1

Had_it_with_dsl –

We can understand the frustration caused by any connection issues you’re having.  We can help check into your circuit and determine what’s causing this.  I have sent you a message privately to get your account information and work with you directly.  Please check your message inbox.  Thanks – Mike

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rknight1
Newbie

Can you please help us! We are getting slow speeds and we're paying for 5MPS  and we're getting lower than 1mbps, especially after 5pm.. We stream netflix and movies and alway timing out. We are about to cancel service. All reps go through same steps and get no results.. I think its our modem not putting out the signal it should but yet they wont send us a new one. Whats coming in is right speed but what the modem is putting out is the slow speed

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Had_It_With_DSL
Enthusiast - Level 1

Can't seem to get to your message. Read once, got disconnected, and can't get the message again.

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