Terrible connection
lorrainedunn1
Enthusiast - Level 3

I have fios internet. We saw a commercial on TV that said if we had multiple internet devices that we should upgrade to quantum speed internet. My husband clicked on it on the television and it said that it did not work and we would have to call in. We did not think anymore of it and were not terribly interested in the upgrade anyway. A few days later a router came in the mail with the new upgrade. I hooked it all up just like the first rounter was and I had connection issues from the first day. It just appeared as bad lag when going to webpages until we tried skype or seminars for my online class and then it was apparent that the problem was actually appearred to be dropping the connection. We were also being disconnected from the online game that we play, Everquest. When I called tech support they said that they would send that we should upgrade to the next highest speed and that would probably correct the problem. It did not correct the problem. The tech brought a new router for the new speed and yet we have the same problem. A few weeks later I called again. They sent out a new tech and replaced all hardware that was theirs except the router and we still have the problem. The next time I called the person said that it looked like the problem was our wiring under the house. We bought all new wires for the house and still had the problem. They sent out another tech and we still have the problem. I called back and they said the problem must be on our end. I told them it was not because I can use my wifi hotspot with Verizon with no issues. The came back with a superviser and said they believe that I do have an issue and will be working on it. That was Wednesday. They called Friday and said they are still working on it. I am so frustrated that I just do not know what to do now. I have read a TON of information on the internet and one thing said to do a tracer thing. I did that and am pasting it below. If anyone has any suggestions, please let me know.

news.giganews.com

traceroute to {edited for privacy}, 30 hops max, 60 byte packets
1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 2 ms 2 ms 2 ms
2 ash-bb1-link.telia.net (213.248.70.241) 57 ms 20 ms 56 ms
3 ash-b2-link.telia.net (213.155.130.157) 0 ms ash-b2-link.telia.net (213.155.137.225) 0 ms 0 ms
4 TenGigE0-0-0-10.GW1.IAD8.ALTER.NET (152.179.50.233) 9 ms 9 ms 4 ms
5 B400.PHLAPA-LCR-21.verizon-gni.net (130.81.163.133) 7 ms 7 ms 7 ms
6 * * *
7 * * *
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * Max number of unresponsive hops reached (firewall or filter?)

news-europe.giganews.com

traceroute to {edited for privacy}, 30 hops max, 60 byte packets
1 vl201.gw1.ams.giganews.com (216.196.110.3) 97 ms 97 ms 97 ms
2 te7-7.ccr01.ams05.atlas.cogentco.com (149.11.104.9) 0 ms te7-8.ccr01.ams05.atlas.cogentco.com (149.11.104.17) 0 ms 0 ms
3 te0-7-0-16.ccr21.ams03.atlas.cogentco.com (154.54.72.42) 0 ms te0-7-0-25.mpd22.ams03.atlas.cogentco.com (154.54.36.214) 0 ms te0-7-0-26.ccr22.ams03.atlas.cogentco.com (154.54.72.50) 0 ms
4 be2182.ccr21.lpl01.atlas.cogentco.com (154.54.77.246) 10 ms be2275.ccr21.lon13.atlas.cogentco.com (130.117.51.253) 8 ms be2276.ccr22.lon13.atlas.cogentco.com (154.54.36.57) 8 ms
5 be2350.mpd22.jfk02.atlas.cogentco.com (154.54.30.185) 88 ms be2389.ccr22.bos01.atlas.cogentco.com (154.54.44.181) 79 ms be2386.ccr21.bos01.atlas.cogentco.com (154.54.44.161) 76 ms
6 be2094.ccr21.jfk02.atlas.cogentco.com (154.54.30.13) 81 ms be2060.ccr21.jfk05.atlas.cogentco.com (154.54.31.10) 80 ms be2095.mpd21.jfk02.atlas.cogentco.com (154.54.30.37) 81 ms
7 be2063.ccr21.jfk05.atlas.cogentco.com (154.54.47.58) 84 ms 0.xe-8-3-0.BR2.NYC4.ALTER.NET (204.255.168.109) 119 ms be2060.ccr21.jfk05.atlas.cogentco.com (154.54.31.10) 82 ms
8 0.xe-8-3-0.BR2.NYC4.ALTER.NET (204.255.168.109) 120 ms 0.xe-10-3-0.BR2.NYC4.ALTER.NET (204.255.168.113) 121 ms 121 ms
9 * P0-4-0-0.PHLAPA-LCR-22.verizon-gni.net (130.81.22.61) 129 ms *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * Max number of unresponsive hops reached (firewall or filter?)

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1 Solution
lorrainedunn1
Enthusiast - Level 3

Smiley Happy I just wanted to say think you to everyone that gave their input here and to let you know that the issue has now been resolved. After the last tech replaced my coax connection with the ethernet connection and the router continued to disconnect I decided that I had had enough and would just use the old router and hardwire my laptops since the wireless speeds were not very good with the old router but then I had an idea that if I used the new router as a wireless access port running through the old router and turned wireless off on the old router that that might fix the issue. I connected everything the way that the instructions were listed and it would not work properly. I was very perplexed so I disconnected everything from both routers and just started all over with the old router and did a factory reset and plugged everything in and the router just kept restarting itself. Then I was very confused and by this time exhausted so I went to bed. I turned on the television when I went to bed and my television kept restarting and I thought that is odd and that I would try to figure it out in the morning.

I got up the next morning and unplugged everything and decided to start over fresh with the new router with factory reset and only plug in my desktop and get it set up. It was all connected fine and working well so then I added my laptop on wireless and to my surprise, no issues. I then connected my TiVo to the network with the ethernet plug to my router and once again my router began to power cycle. I immediately disconnected the cable and the problem stopped.

I have since ordered a verizon set top box that I should have next week and have disconnected my TiVo from the network. I have no idea why this caused my issue but I am thankful that they changed the router to an ethernet connection or I might never have discovered the problem. 

Thanks again for everyone's input!

View solution in original post

25 Replies
viafax999
Community Leader
Community Leader

@lorrainedunn1 wrote:

I have fios internet. We saw a commercial on TV that said if we had multiple internet devices that we should upgrade to quantum speed internet. My husband clicked on it on the television and it said that it did not work and we would have to call in. We did not think anymore of it and were not terribly interested in the upgrade anyway. A few days later a router came in the mail with the new upgrade. 


What tier did you pgrade to?  The only ones that should require a new router are 100Mbit and up download speeds.

Have you tried connecting the old router instead of the new one?  It should still work even if you are a 150 Mbit user.  When you do that do you still have the same problem.  If yes then point out to Verizon tech support that the issue only started when the upgraded your tier (I'm presuming you had no issue before?).  If no then report to Verizon that the new router they shipped you is apparently defective.

Are you connected to the router by ethernet or wireless?

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Meggiejj
Enthusiast - Level 2

I got a new router recently from them  The speeds are good on a speed test but computer doesn't reflect it. I moved the router downstairs to see if I get better service from it. It cuts on and off on it's own. I think it is defective. I was perfectly happy with the old 25/25 but they no longer offer that so had to take the 25/50 on renewal. I don't think it has been a blessing to me. Now to go through trying to figure what the problem is. Tech service is not knowledeable with the problem.

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viafax999
Community Leader
Community Leader

@Meggiejj wrote:

I got a new router recently from them  The speeds are good on a speed test but computer doesn't reflect it. I moved the router downstairs to see if I get better service from it. It cuts on and off on it's own. I think it is defective. I was perfectly happy with the old 25/25 but they no longer offer that so had to take the 25/50 on renewal. I don't think it has been a blessing to me. Now to go through trying to figure what the problem is. Tech service is not knowledeable with the problem.


My guess is that you are connecting via wireless and your signal sucks.

Try connecting by ethernet cable and run the speedtest.  Typically there should be an app on your wireless connected machine that will show you the signal strength of the signal you are receiving

You'd get more visibility for your question if you open a new thread rather than piggy backing on to one that is already marked solved.

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lorrainedunn1
Enthusiast - Level 3

From my experience I think what you should do is disconnect everything from the router and turn the main computer that you use off and turn the router off. Wait a few minutes and reconnect the router to the coax and turn the router on. Once it is booted up, connect a hardwired computer to it and see if it works like that. Then add one thing to it at a time until the connection slows. To find if a particular item is what is slowing the connection. I hope this helps.

lorrainedunn1
Enthusiast - Level 3

What tier did you pgrade to?  The only ones that should require a new router are 100Mbit and up download speeds.

Have you tried connecting the old router instead of the new one?  It should still work even if you are a 150 Mbit user.  When you do that do you still have the same problem.  If yes then point out to Verizon tech support that the issue only started when the upgraded your tier (I'm presuming you had no issue before?).  If no then report to Verizon that the new router they shipped you is apparently defective.

Are you connected to the router by ethernet or wireless?

I upgraded to the 75 and I was so excited when I read you post. I ran and got the old router and plugged it in but the internet light stayed orange. This is the second router they have brought since the upgrade.

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eljefe2
Master - Level 1

To use your old router you first need to release the IP address assigned to the new router.

With the new router connected to FiOS, sign in to config settings at 192.168.1.1.  Then navigate to:

My Network > Network Connections > Full Status > Broadband Connection (Ethernet/Coax) > Settings.

In the middle of the Settings page find DHCP Lease, click Release, and then power down the router.   You should then be able to connect your old router, fire it up, and have an IP address assigned to it.

If you get to where you want to go back to the newer router you'll have to go through the steps to release your IP address assigned to the old unit.

lorrainedunn1
Enthusiast - Level 3

Well, I followed the directions that you gave me. It seems as though the difference in the two routers are in the speeds that the wireless is able to obtain. Well that and the fact that the upgraded one will not hold a steady connection. 

I cannot believe how much the people on this forum have helped me.

I called tech support at Verizon again today. They are sending out a tech tomorrow. Since I switched back to the old router, my hardwired computer tests at a 83.91 download speed and a 40.21 upload speed. I no longer have a grade lower than an A on all of my speed tests. 

One of my biggest problems since the upgrade was that when I was on wireless and I tried to play Everquest, use Skype or Go To My PC I would always drop the connection and sine I changed back to the old router I had not been disconnected from Everquest. 

The speed test on the laptop.

http://www.speedtest.net/result/3170195421.png

Download 16.83 and upload 15.63. 

So now I guess what I am asking is what should I do about my wireless connection. Do you suggest that I buy a different wirelss router to connect to the verizon one? Will that increase my speeds or should I just be happy that at least the hardwired connection is fixed? I still do not understand what the problem was with the old router and I am not really sure what to tell/ask the tech when they show up tomorrow.

Thank you all for your input thus far in helping me to correct this terrible connection that I HAD. I still have a few bugs to work out but at least I see a light at the end of the tunnel.

viafax999
Community Leader
Community Leader

Looks like that all says that there is nothing wrong with the connection coming in to the premises as your hard wired connection shows you getting 75/35 OK so the assumption would be that the new router they gave you is defective as it should match the old router hard wired speeds.

However your wireless signal is obviously pretty bad since on the old router (wirless-g) you should be able to reach a theoretical max download of around 50Mbs.

With the new router, which is presumably a rev I, you should be able to get up to the max of your tier.  To do that you would have needed to configure it as wireless-n only and set it for wpa2 security.

You could try moving the router closer to where you need a wirless connection - it can be connected to any coax point on the coax network or you could get another wireless access point or router and connect that closer to where you need a wirless signal.  Connecting a wirless-n access point should allow you to reach wireless speeds that match your hard wired speeds.

I guess you should wait to see what the VZ tech says then you can decide what you want to do.

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lorrainedunn1
Enthusiast - Level 3

Well the internet technician just left. I kept my connection with the old router all night with no issues. The game that I keep getting disconnected from all night on the new router stayed connected through the entire night. That being said. When the tech came he plugged back in the new router and of course I had the same issues with disconnects. After I convinced him that I have issues and he talked to someone at his office he ran an Ethernet into the house to a new Rev I router and we booted up, I had HIGH HOPES that at last this issue was fixed but to no avail. I immediately had the same issues again. The said that they cannot even see that it is disconnecting on their end even when the router is unplugged here. I opend the system log and showed them that information. I am going to paste it here to see if anyone smarter than I am will understand it and be able to point me into the right direction. I really do not know what is the best option at this point. I can get Comcast here but I really do not want to do that. Time Event Event-Type Details Dec 17 11:21:24 2013 System Log CWMP Connection Request Inform 204 No Content Dec 17 11:21:14 2013 System Log CWMP Connection Request Inform challege response with 200 OK from server Dec 17 11:21:12 2013 System Log CWMP Connection Request Inform initial 401 chanllenge Dec 17 11:20:39 2013 System Log Failed GUI Authentication Failed Login for GUI access Dec 17 11:17:40 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 11:17:32 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 11:15:58 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 11:15:50 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 11:14:15 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 11:14:09 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 11:08:32 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 11:08:26 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 11:06:50 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 11:06:44 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 11:02:39 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 11:02:32 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:58:27 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:58:20 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:56:48 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:56:40 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:53:56 2013 System Log LAN Coax LAN Coax Link Rate Dec 17 10:52:35 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:52:28 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:50:21 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:50:16 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:50:04 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.4, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Wireless) Dec 17 10:49:41 2013 System Log LAN Coax LAN Coax Link Rate Dec 17 10:49:11 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.2, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:49:06 2013 System Log CWMP Connection Request Inform 204 No Content Dec 17 10:49:03 2013 System Log CWMP Connection Request Inform challege response with 200 OK from server Dec 17 10:49:02 2013 System Log CWMP Connection Request Inform initial 401 chanllenge Dec 14 19:00:13 2007 System Log WAN DHCP DHCP WAN connection IP:{edited for privacy},DNS:71.242.0.12 71.250.0.12 ,GTW:98.114.181.1,Subnet:255.255.255.0 (WAN Ethernet) Dec 14 19:00:12 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.3, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:00:11 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.2, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:00:11 2007 System Log LAN Coax LAN Coax Link Up Dec 14 19:00:11 2007 System Log WAN ETH WAN Ethernet Link Up Dec 17 10:47:04 2013 System Log WAN ETH WAN Ethernet Link Down Dec 17 10:46:46 2013 System Log WAN ETH WAN Ethernet Link Up Dec 17 10:46:38 2013 System Log WAN ETH WAN Ethernet Link Down Dec 17 10:43:27 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:43:21 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:37:47 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:37:40 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:36:05 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:35:58 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:31:52 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:31:45 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:31:32 2013 System Log LAN Coax LAN Coax Link Rate Dec 17 10:30:09 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:30:04 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:29:59 2013 System Log CWMP Connection Request Inform 204 No Content Dec 17 10:29:57 2013 System Log CWMP Connection Request Inform challege response with 200 OK from server Dec 17 10:29:55 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.3, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:29:55 2013 System Log CWMP Connection Request Inform initial 401 chanllenge Dec 17 10:29:54 2013 System Log CWMP Periodic Inform 204 No Content Dec 17 10:29:54 2013 System Log CWMP Periodic Inform challenge response with 200 OK from server Dec 17 10:29:52 2013 System Log CWMP Periodic Inform initial 401 challenge Dec 17 10:28:10 2013 System Log CWMP Connection Request Inform initial 401 chanllenge [repeated 5 times, last time on Dec 17 10:28:29 2013] Dec 17 10:28:09 2013 System Log CWMP Connection Request Inform 204 No Content Dec 17 10:28:08 2013 System Log CWMP Connection Request Inform challege response with 200 OK from server Dec 17 10:28:07 2013 System Log CWMP Connection Request Inform initial 401 chanllenge Dec 17 10:27:54 2013 System Log CWMP Periodic Inform 204 No Content Dec 17 10:27:54 2013 System Log CWMP Periodic Inform challenge response with 200 OK from server Dec 17 10:27:53 2013 System Log CWMP Periodic Inform initial 401 challenge Dec 17 10:27:50 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.4, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Wireless) Dec 17 10:27:28 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:27:21 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:27:17 2013 System Log LAN Coax LAN Coax Link Rate Dec 17 10:26:35 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.3, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:00:12 2007 System Log WAN DHCP DHCP WAN connection IP:{edited for privacy},DNS:71.242.0.12 71.250.0.12 ,GTW:98.114.181.1,Subnet:255.255.255.0 (WAN Ethernet) Dec 14 19:00:12 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.2, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:00:11 2007 System Log LAN Coax LAN Coax Link Up Dec 14 19:00:11 2007 System Log WAN ETH WAN Ethernet Link Up Dec 17 10:25:15 2013 System Log Reboot Reboot issued from TR69 Dec 17 10:25:15 2013 System Log CWMP Firmware Upgrade CWMP Transfer Complete from CPE Dec 17 10:25:15 2013 System Log CWMP Firmware Upgrade CWMP Firmware Upgrade Success. New Version: 40.21.10.2 Dec 17 10:24:45 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:24:37 2013 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 17 10:24:26 2013 System Log CWMP Firmware Upgrade CWMP Firmware Location:<https://cpe-ems31.verizon.com/firmware/Actiontec_MI424WR-GEN3I_40.21.10.2.rmt> Dec 17 10:24:26 2013 System Log CWMP Connection Request Inform initial 401 chanllenge Dec 17 10:24:25 2013 System Log CWMP Firmware Upgrade CWMP Firmware Download Response From CPE Dec 17 10:24:25 2013 System Log CWMP Firmware Upgrade CWMP Firmware Download Command from CMS Dec 17 10:24:23 2013 System Log CWMP Connection Request Inform initial 401 chanllenge Dec 17 10:24:23 2013 System Log CWMP Connection Request Inform 204 No Content Dec 17 10:24:21 2013 System Log CWMP Connection Request Inform challege response with 200 OK from server Dec 17 10:24:20 2013 System Log CWMP Connection Request Inform initial 401 chanllenge Dec 14 19:07:21 2007 System Log WAN DHCP DHCP WAN connection IP:{edited for privacy},DNS:71.242.0.12 71.250.0.12 ,GTW:98.114.181.1,Subnet:255.255.255.0 (WAN Ethernet) Dec 14 19:06:39 2007 System Log WAN ETH WAN Ethernet Link Up Dec 14 19:06:36 2007 System Log WAN ETH WAN Ethernet Link Down Dec 14 19:06:23 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:06:14 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:05:11 2007 System Log LAN Coax LAN Coax Link Rate Dec 14 19:05:05 2007 System Log WAN ETH WAN Ethernet Link Up Dec 14 19:05:02 2007 System Log WAN ETH WAN Ethernet Link Down Dec 14 19:04:37 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:04:32 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:03:31 2007 System Log WAN ETH WAN Ethernet Link Up Dec 14 19:02:59 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:02:50 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:01:13 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.101, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:01:08 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.100, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:00:56 2007 System Log LAN Coax LAN Coax Link Rate Dec 14 19:00:49 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.103, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:00:39 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.102, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:00:18 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.2, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:00:14 2007 System Log LAN DHCP DHCP LAN Connection IP:192.168.1.3, DNS:192.168.1.1, GTW:192.168.1.1,Subnet:255.255.255.0 (Ethernet) Dec 14 19:00:11 2007 System Log LAN Coax LAN Coax Link Up Dec 14 19:04:14 2007 System Log WAN DHCP DHCP WAN connection IP:10.1.0.4,DNS:10.1.0.3 ,GTW:10.1.0.3,Subnet:255.255.255.0 (WAN Ethernet) Dec 14 19:04:14 2007 System Log WAN ETH WAN Ethernet Link Up

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logan81
Contributor - Level 3
So.... why not just use the old router? If you are using a lan ethernet connection that old router is still capable of up to 100 mbps speed. Like I said before if trace routes are timing out that is a totally different thing than a problem with the router. So we have to seperate the two issues. It is either a WAN network issue or a router issue. put that old router back in and if that fixes the issue than lets go with that. otherwise dont ask the tech to come back out because again the tech is only going to look at the physical setup in your home. It really sounds like to me though you are having trouble getting connected to a certain server, which may be a verizon network problem or it might be in the network of the server you are trying to connect to. you need to try running trace routes for verizon.net and google.com and other websites so we can see if those are timing out as well
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lorrainedunn1
Enthusiast - Level 3

Smiley Happy I just wanted to say think you to everyone that gave their input here and to let you know that the issue has now been resolved. After the last tech replaced my coax connection with the ethernet connection and the router continued to disconnect I decided that I had had enough and would just use the old router and hardwire my laptops since the wireless speeds were not very good with the old router but then I had an idea that if I used the new router as a wireless access port running through the old router and turned wireless off on the old router that that might fix the issue. I connected everything the way that the instructions were listed and it would not work properly. I was very perplexed so I disconnected everything from both routers and just started all over with the old router and did a factory reset and plugged everything in and the router just kept restarting itself. Then I was very confused and by this time exhausted so I went to bed. I turned on the television when I went to bed and my television kept restarting and I thought that is odd and that I would try to figure it out in the morning.

I got up the next morning and unplugged everything and decided to start over fresh with the new router with factory reset and only plug in my desktop and get it set up. It was all connected fine and working well so then I added my laptop on wireless and to my surprise, no issues. I then connected my TiVo to the network with the ethernet plug to my router and once again my router began to power cycle. I immediately disconnected the cable and the problem stopped.

I have since ordered a verizon set top box that I should have next week and have disconnected my TiVo from the network. I have no idea why this caused my issue but I am thankful that they changed the router to an ethernet connection or I might never have discovered the problem. 

Thanks again for everyone's input!

eljefe2
Master - Level 1

I have to say good for you on your troubleshooting efforts lorrainedunn1.  Me...given the symtoms I would've bet against the new router being the problem.

Let me say that I have the same router that Verizon gave you with your new service and I have had no trouble with it.  I get similar speeds to what you're getting wired with your old router, and those same speeds on an 80211.n connection in the same room as the router.  And those ping and disconnecting problems....they just don't happen.

So if I were in your situation I think I'd get the Verizon tech coming tomorrow to replace the new router and give another Rev. I model a go.  However, you could use almost any brand of router as a wireless access point.    You'd connect the other router via Ethernet from a LAN port on the Actiontec to a LAN port on the other router.  Some configuration is necessary but it's fairly straightforward.

You can't eliminate the Actiontec completely without losing features on your TV service, like the channel guide, etc.

Good luck once again.

logan81
Contributor - Level 3
Obviously there is a problem in the network somewhere, but it is not with the router if your traceroute is timing out on the 7th hop... if there was a problem with the new router it would timeout on the first hop. Also it is not needed to change from Coax to Ethernet for the residential quantum speed package you likely have, so dont concern yourself with that either. does this timeout on traceroutes happen with multiple/all websites? or just a certain website? I didn't see if you had tried that or not. If you are timing out consistanly to multiple websites then a technical rep should probably escalate to a network technician, but they would need all that trace router info.
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Meggiejj
Enthusiast - Level 2

Good luck. I have had 2 years of them but because of the advertising of faster speeds Decided to give it another go. Today was my first day on their 25/50 and low and behold it is slower and hangs on this speed. My lower speed of 25/25 that they no longer offer was better then this.

The techs are not able to find the problem but are sending a new modem which makes me wonder from MN last night to now why would it be the modem since it was better prior to the change over.
I hope others read these replies and don't go with FIOS unless they want troubles that don't concern them. I have 30 days and I can cancel this new bundle. I am going to check other providers to see if I can do better with someone else that care and doesn't advertise and charge for what they don't give.

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viafax999
Community Leader
Community Leader

Not sure what your traceroute was trying to do.  The address {edited for privacy} appears to be a pool address in, possibly Philadephia? maybe your router address?

What command were you using? Are you using a Mac or linux/unix based system.  In either case the results should be similar to the windows based command I used and should show you the hops from the soure (you) to the destination.  Whatever you were using appears to be resolving the address of the 2 destinations to the same ip address, possibly are you using a proxy?

A tracert (windows based) to news.giganews.com should look like this, ignore the first 2 hops as they are internal to my house network

Try using the tracert command as below, in a CMD window,  and see what results it gives you.

C:\Users\Peter>tracert news.giganews.com

Tracing route to news.giganews.com [216.196.121.131]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms Netgear [192.168.30.1]
2 <1 ms <1 ms <1 ms Westell [192.168.1.1]
3 5 ms 5 ms 5 ms L101.BSTNMA-VFTTP-66.verizon-gni.net [96.233.107
.1]
4 14 ms 9 ms 10 ms G0-3-3-7.BSTNMA-LCR-22.verizon-gni.net [130.81.1
79.24]
5 21 ms 19 ms 84 ms ae2-0.BOS-BB-RTR2.verizon-gni.net [130.81.151.76
]
6 16 ms 15 ms 17 ms 0.ae11.XL4.NYC1.ALTER.NET [152.63.20.117]
7 18 ms 66 ms 46 ms 0.xe-9-1-0.GW13.NYC1.ALTER.NET [152.63.4.141]
8 18 ms 17 ms 19 ms comcast.com.customer.alter.net [152.179.220.126]

9 17 ms 19 ms 18 ms he-2-4-0-0-cr01.newyork.ny.ibone.comcast.net [68
.86.83.105]
10 28 ms 30 ms 25 ms he-4-13-0-0-cr01.ashburn.va.ibone.comcast.net [6
8.86.85.97]
11 48 ms 50 ms 49 ms he-4-2-0-0-cr01.56marietta.ga.ibone.comcast.net
[68.86.89.146]
12 53 ms 58 ms 54 ms pos-1-13-0-0-cr01.dallas.tx.ibone.comcast.net [6
8.86.88.238]
13 85 ms 85 ms 82 ms he-0-12-0-0-cr01.losangeles.ca.ibone.comcast.net
[68.86.86.117]
14 89 ms 86 ms 89 ms pos-0-3-0-0-pe01.600wseventh.ca.ibone.comcast.ne
t [68.86.87.210]
15 82 ms 81 ms 82 ms giganews-cr01.losangeles.ca.ibone.comcast.net [7
5.149.228.138]
16 82 ms 81 ms 82 ms news.giganews.com [216.196.121.131]

Trace complete.

Here's the same command for the news-europe.giganews.com site

C:\Users\Peter>tracert news-europe.giganews.com

Tracing route to news-europe.giganews.com [216.196.109.144]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms Netgear [192.168.30.1]
2 <1 ms <1 ms <1 ms Westell [192.168.1.1]
3 5 ms 5 ms 5 ms L101.BSTNMA-VFTTP-66.verizon-gni.net [96.233.107
.1]
4 13 ms 9 ms 10 ms G0-3-3-7.BSTNMA-LCR-21.verizon-gni.net [130.81.1
77.24]
5 7 ms 6 ms 10 ms ae0-0.BOS-BB-RTR1.verizon-gni.net [130.81.209.86
]
6 17 ms 16 ms 16 ms 3.ae1.XT1.NYC4.ALTER.NET [140.222.228.121]
7 18 ms 15 ms 15 ms GigabitEthernet6-0-0.GW1.NYC4.ALTER.NET [152.63.
20.49]
8 16 ms 16 ms 16 ms teliasonera-gw.customer.alter.net [157.130.60.14
]
9 18 ms 16 ms 17 ms nyk-bb1-link.telia.net [213.155.135.18]
10 92 ms 93 ms 93 ms ldn-bb1-link.telia.net [80.91.249.248]
11 101 ms 104 ms 103 ms adm-bb3-link.telia.net [80.91.245.220]
12 147 ms 109 ms 108 ms adm-b4-link.telia.net [213.155.132.175]
13 133 ms 137 ms 137 ms giganews-ic-124196-adm-b2.c.telia.net [213.248.1
04.178]
14 130 ms 137 ms 135 ms news-europe.giganews.com [216.196.109.144]

Trace complete.

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lorrainedunn1
Enthusiast - Level 3


Trace complete.

C:\Users\Lorraine>tracert www.verizon.net

Tracing route to e7327.b.akamaiedge.net [23.11.135.139]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms Wireless_Broadband_Router.home [192.168.1.1]
2 * * * Request timed out.
3 * 9 ms 19 ms G0-5-0-6.PHLAPA-LCR-22.verizon-gni.net [130.81.215.38]
4 10 ms 25 ms 5 ms ae0-0.PHIL-BB-RTR2.verizon-gni.net [130.81.209.186]
5 27 ms 27 ms 27 ms 0.ge-0-3-0.XL4.EWR6.ALTER.NET [152.63.5.225]
6 26 ms 27 ms 26 ms TenGigE0-5-0-2.GW8.EWR6.ALTER.NET [152.63.21.22]

7 * * * Request timed out.
8 28 ms 28 ms 30 ms a23-11-135-139.deploy.static.akamaitechnologies.
com [23.11.135.139]

Trace complete.

C:\Users\Lorraine>

I did the first trace from a web based program because I was not sure how to copy from a CMD prompt but since you asked, I googled it and figured it out. Does this information tell you anything at all?

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lorrainedunn1
Enthusiast - Level 3

My husband has been on the phone all morning with customer support. I was wondering if we replaced the router with one that we buy if it might fix the issue. He asked customer service what one would be compatible with their service and the lady of the phone said any one would work. Is this correct?

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eljefe2
Master - Level 1

What model router do you have now?

Is the input feed to the router coax or Ethernet cable?

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lorrainedunn1
Enthusiast - Level 3

The router is MI424WR. Coax connects to the router because we also have FIos TV. They suggested that the problem is with my wiring. To eliminate that possablity I just took the router outside and plugged in directly to their box and hardwired it to my laptop and I still have the same issues.

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eljefe2
Master - Level 1

Ok.  To answer your question about using another router, in most cases you'd have to get Verizon to change the Internet output from your ONT from coax to Ethernet.   You'd then have coax feeding your TV(s) and Ethernet feeding your router.

The Actiontec router is a MoCA device, meaning it can be fed by coax or Ethernet.  Most other off-the-shelf routers require an Ethernet feed to their WAN port.

Having said that, the troubleshooting you did seems to confirm that the problem you're having is not the wiring in your house.  Have you told tech support of that step you took?

edit:   What letter suffix is after the Actiontec's MI424WR model number?  There's a wide range of suffixs that determine the vintage and capabilty of those routers.  The latest model at the moment is the MI424WR Rev. I.

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