DSL keeps dropping from multiple devices
Enthusiast - Level 2

For the past couple of months, our DSL has been dropping from multiple devices.  It's primarily once the device has gone to sleep or turned off and back on.  It's not just one thing, it's computers, tablets, phones.  We have to reset the modem many many times a day (turn off for 30 seconds) and sometimes the devices will reconnect and other times we have to do it multiple times.  Today I followed the instructions on resetting the modem to factory setting but have already tried that once.  We have an actiontec modem that we got over 6 years ago when we got DSL with Verizon.  I have talked to customer service multiple times and am on the highest plan we can get with DSL.  This is getting really really old. I realize we have multiple items connected to the internet but we need something that can handle this.  Help please!

Re: DSL keeps dropping from multiple devices
Super User
Super User

Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up.  It might shown up as the final hop (bottom-most line of the trace)  might contain a hop with your IP address in it. Either remove that line or show only the first two octets. 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.

For example this what I saw when I was using Verizon


    traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
    1 gw1-g-vlan201.dca.giganews.com ( 13 ms 13 ms 13 ms
    2 ash-bb1-link.telia.net ( 39 ms 7 ms 7 ms
    3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET ( 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET ( 4 ms
    4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net ( 6 ms 6 ms 6 ms
    5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net ( 6 ms 6 ms 6 ms
    6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms

Step two: Can you provide the Transceiver Statistics from your modem?

#3 If you don't know how to get that info:

a) What is the model of your Actiontec modem?

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

#4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?