Skip to main content
Accessibility Resource Center Skip to main content
Have a phone you love? Get $540 when you bring your phone.
end of navigation menu
Excessive packet loss, net DSL speeds quite slow. thoughts from the experts?
Enthusiast - Level 3

Have been working with the guys over in the Verizon Direct forum at DSLReports, who have been very diligent in trying to resolve this issue. But, since it's been a few weeks, thought I'd seek input from you guys:

I've been on the lower speed DSL for years without any significant issue. right now I'm on the 0.5-1M DSL, and have been getting acceptable numbers until maybe a month or so ago. about then things seemed slow and verizon speedtest was reporting effective speeds ranging from 50-200kbps down, and upstream has been consistently pegged around 380k (which is fine).
 Speed test mentioned excessive packet loss.

Physical configuration is PC-> Actiontec router/modem-> NID

Have had a line tech out who was able to pull 6M down the line and also checked the pole connection, etc. Played around with some things that boosted the SNR a bit. But otherwise made no change.  I've hade at least 3 support tickets opened/closed with the Verizon/local office. they're convinced my -is fine, and maybe it is. They've switched my DSLAM and router. Can't seem to resolve the 8-20% packet loss.

From the latest post:

"You were switched from Redback or SMS router to ERX or Juniper router, then was switch to 2 direfferent ERX routers based on the tickets we created."

technical details:

Modem stats -

DSL Speed (Kbits/Sec)   1184   448

SNR Downstream : 37 dB
SNR Upstream : 23 dB
Attenuation Downstream : 24 dB
Attenuation Upstream : 15 dB
Power Downstream 4.7 dBm
Power Upstream 11.9 dBm

Recent VZ speedtest:

Analysis information:

Checking for Middleboxes . . . . . . . . . . . . . . . . . . Done
SendBufferSize set to [8192]
running 10s outbound test (client to server) . . . . . 278.43Kb/s
running 10s inbound test (server to client) . . . . . . 117.56kb/s

------ Client System Details ------
OS data: Name = Windows 7, Architecture = x86, Version = 6.1
Java data: Vendor = Sun Microsystems Inc., Version = 1.6.0_31

------ Web100 Detailed Analysis ------
Client Receive Window detected at 17408 bytes.
Cable modem/DSL/T1 link found.
Link set to Full Duplex mode
Information: throughput is limited by other network traffic.
Good network cable(s) found
Normal duplex operation found.

Web100 reports the Round trip time = 102.21 msec; the Packet size = 1452 Bytes; and
There were 37 packets retransmitted, 64 duplicate acks received, and 73 SACK blocks received
The connection stalled 7 times due to packet loss
The connection was idle 3.03 seconds (21.64%) of the time
This connection is network limited 97.65% of the time.
Excessive packet loss is impacting your performance, check the auto-negotiate function on your local PC and network switch

Web100 reports TCP negotiated the optional Performance Settings to:
RFC 2018 Selective Acknowledgment: ON
RFC 896 Nagle Algorithm: ON
RFC 3168 Explicit Congestion Notification: OFF
RFC 1323 Time Stamping: OFF
RFC 1323 Window Scaling: ON
Information: Network Middlebox is modifying MSS variable
Server IP addresses are preserved End-to-End
Information: Network Address Translation (NAT) box is modifying the Client's IP address
Server says [] but Client says []

Latest reverse trace:

Test  Loss  Latency Min/Avg/Max  Pass/Fail
basic ping
10s of 40 byte packets, 2 per second  10%  74.0ms/75.3ms/79.4ms  warn
low bandwidth stream
10s of 512 byte packets at 56 kbit  12%  86.7ms/89.4ms/163ms  fail
medium bandwidth stream
10s of 512 byte packets at 128 kbit  15%  86.2ms/230ms/504ms  fail
higher bandwidth stream
10s of 1400 byte packets at 384 kbit  15%  111ms/252ms/817ms  fail
your first hop ping
stream of 40byte pings to  0% loss  50.0ms  You are 24ms to your first hop  pass

Hop    Host    LOSS    Rcv    Sent    Best    Avg    Worst
0    0%    60    60    0.31    0.35    0.40
1    0%    60    60    0.77    0.81    0.86
2    0%    60    60    13.93    18.03    152.12
3    0.xe-9-2-0.BR3.CHI13.ALTER.NET    0%    60    60    14.11    17.84    73.25
4    0.ae3.CHI01-BB-RTR2.verizon-gni.NET    0%    60    60    16.46    27.28    147.15
5    0%    60    60    46.90    47.06    49.37
6    0%    60    60    40.27    40.77    44.57
7    9%    55    60    85.89    91.67    213.35

Note an old linetest when I wasnt' on an ERX router showed similar packet loss behavior.

SO..... comments?

Re: Excessive packet loss, net DSL speeds quite slow. thoughts from the experts?
Master - Level 3

Sorry to hear about the issues with your DSL service. So we can get more information from you, I have copied your post to our private support board. Please refer all correspondences to there from here on out. You can easily get to the private support one of two ways. In the email you signed up for the forums with, you will receive a link to click on. Make sure you are already signed into the forums before clicking on this link. Another way of getting there is by clicking on your username anywhere you see it in the forums. This brings you to your account profile. Scroll down to the section labeled "My Support Cases" . In there you will see the link to your case.

Re: Excessive packet loss, net DSL speeds quite slow. thoughts from the experts?
Super User
Super User

Besides switching your DSLAM and Edge router to a higher capacity Juniper ERX, they need to also be checking the switches and other related equipment between the DSLAM and the edge router for congestion or faults.

Re: Excessive packet loss, net DSL speeds quite slow. thoughts from the experts?
Enthusiast - Level 3

was able to get tech support on the phone, spoke with someone at the MO. They tried switching some hardware, and when that didn't work, he went back and noticed some errors on one of the frontend switches. Said he'd work on it over the next day, and sure enough when I came home today a VZ speedtest gave me 823k down and 380k up.  Linetest is showing a bit of jitter, but packet loss is almost nil. Assuming this stays as is, everything looks good now.  Thanks for the help.

Re: Excessive packet loss, net DSL speeds quite slow. thoughts from the experts?
Super User
Super User

You're welcome. Keep an eye on it should it continue to happen. Sometimes the switches go bad and they can do a workaround on them but the problems will surface again under higher loads. But glad to hear that was the case.