5 hours wasted in Verizon Support Hell for Slow DSL

[AFoolsMadHouse]

Up until now, I've have nothing but good things to say about Verizon, until now! I've spent around 5 hours, 3 on Sunday and 2 just now, speaking with what has to be the most incompetent support staff I've ever dealt with.

One person actually told me to unplug the A/C Adaptor to the modem because it has coils and coils interfere with DSL! Tonight I ended up with one guy who during a remote session started a “Disk Cleanup” without asking and then said that he would be only deleting the internet logs and proceeded to have everything deleted!!! I don’t know if I had files in the Recycle Bin I needed to retrieve!

Anyway my problem is that my supposed 7Mbps DSL drops to less than 1Mbps in the afternoon and evenings. Early in the morning or late at night it goes back up to around 5Mbps. The support staff had me disassemble my network, unplug all my phones and switch out cables only to find that nothing has changed. They run a test on my line and they tell me that it is good, and proceed to tell me to tear apart everything again.  I’ve tested it out with www.speedtest.net and have downloaded the spreadsheet to document it, they’ve run Verizon’s own speed test and “No network congestion discovered”, “Good network cable  (s) found” and “No packet loss” but never the less the bandwidth slows down at the same time every day.

Well now I've been told that I have to wait 48 hours for the “MCO Team” review my line! This is so infuriating!  

[Brant3]

After 102 minutes with support staff that was actually trying, connecting two different computers directly to the modem, support decided that the modem was defective.  Today (two days later) I received and installed the replacement modem.  At first (this morning), things were OK: 2.48 Mbps on a line that is advertised at 3.8 - 5.0 Mbps.  But this evening it it back down to 0.273 Mbps.  That is not useful!

Whatever the problem is, it seems to be universal in the Verizon world.

Brant

[dslr595148]

To all who need help:

#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.

#2 Can you provide the Transceiver Statistics from you modem?

If you don't know how to get the Transceiver Statistics from your modem:

a) What is the brand and model of your modem?

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

[AFoolsMadHouse]

news.giganews.com

1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 0 ms 0 ms
2 g3-0.bb1.dca.giganews.com (216.196.96.62) 0 ms 0 ms 0 ms
3 xe-3-3-0.er2.iad10.us.above.net (209.66.64.193) 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-RTR2.verizon-gni.net (152.63.32.157) 0 ms 0 ms 0 ms
6 so-1-0-0-0.HAG-CORE-RTR1.verizon-gni.net (130.81.20.73) 2 ms 2 ms 2 ms
7 A0-0-1726.HGRTMD-HGTWMDHG-ERXG04.verizon-gni.net (xxx.xx.xx.xx) 3 ms 3 ms 6 ms

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) 5885 863 Margin (dB) 16.1 16.4 Line Attenuation (dB) 30.0 13.6 Transmit Power (dBm) 7.8 11.9

Modem: Westell 7500

Computer is connected directly to Modem via RJ-45

TEST_DATE	TIME_ZONE	DOWNLOAD_MEGABITS	UPLOAD_MEGABITS	LATENCY_MS	SERVER_NAME	DISTANCE_MILES
2/12/2012 19:17	GMT	0.88	0.72	36	Herndon, VA	50
2/12/2012 19:29	GMT	0.99	0.72	31	Ashburn, VA	50
2/12/2012 19:42	GMT	0.96	0.71	31	Herndon, VA	50
2/12/2012 19:54	GMT	0.76	0.71	31	Herndon, VA	50
2/12/2012 20:06	GMT	0.89	0.56	32	Ashburn, VA	50
2/12/2012 20:09	GMT	0.9	0.58	32	Herndon, VA	50
2/12/2012 20:17	GMT	1.03	0.58	32	Ashburn, VA	50
2/12/2012 20:30	GMT	0.99	0.73	32	Ashburn, VA	50
2/12/2012 20:48	GMT	1.08	0.55	32	Herndon, VA	50
2/12/2012 20:53	GMT	0.98	0.55	32	Herndon, VA	50
2/12/2012 21:08	GMT	0.82	0.55	32	Herndon, VA	50
2/12/2012 21:09	GMT	0.72	0.57	32	Herndon, VA	50
2/12/2012 21:58	GMT	0.91	0.73	32	Herndon, VA	50
2/12/2012 22:15	GMT	0.76	0.73	33	Herndon, VA	50
2/12/2012 22:41	GMT	0.8	0.73	33	Herndon, VA	50
2/12/2012 22:44	GMT	0.81	0.73	35	Reston, VA	50
2/12/2012 22:53	GMT	0.72	0.73	32	Herndon, VA	50
2/13/2012 11:12	GMT	5.04	0.67	46	Frederick, MD	0
2/13/2012 11:13	GMT	5.04	0.68	41	Frederick, MD	0
2/13/2012 11:17	GMT	5.03	0.73	29	Ashburn, VA	50
2/13/2012 22:39	GMT	1.05	0.73	31	Ashburn, VA	50
2/13/2012 22:40	GMT	1.23	0.73	32	Herndon, VA	50
2/13/2012 22:40	GMT	1.06	0.73	33	Ashburn, VA	50
2/14/2012 2:29	GMT	0.91	0.73	33	Herndon, VA	50
2/14/2012 10:45	GMT	4.96	0.73	29	Herndon, VA	50
2/14/2012 10:46	GMT	4.87	0.73	30	Herndon, VA	50
2/14/2012 10:47	GMT	5.04	0.73	35	Ashburn, VA	50
2/14/2012 10:48	GMT	5.03	0.67	46	Frederick, MD	0
2/15/2012 0:31	GMT	1.1	0.73	32	Herndon, VA	50
2/15/2012 0:36	GMT	1.03	0.73	71	Pittsburgh, PA	150
2/15/2012 1:06	GMT	0.85	0.73	30	Herndon, VA	50
2/15/2012 1:31	GMT	0.88	0.5	47	Frederick, MD	0
2/15/2012 1:47	GMT	0.91	0.65	47	Frederick, MD	0
2/15/2012 2:57	GMT	1.05	0.48	56	Frederick, MD	0
2/15/2012 3:53	GMT	1.62	0.73	48	State College, PA	100
2/15/2012 4:15	GMT	1.35	0.73	30	Herndon, VA	50
2/15/2012 4:51	GMT	4.93	0.73	29	Herndon, VA	50
2/15/2012 4:52	GMT	4.67	0.73	29	Herndon, VA	50
2/15/2012 5:01	GMT	2.45	0.73	30	Reston, VA	50
2/15/2012 5:02	GMT	3.05	0.73	31	Reston, VA	50
2/15/2012 5:06	GMT	2.94	0.73	31	Reston, VA	50
2/15/2012 23:53	GMT	1.27	0.73	30	Herndon, VA	50
2/16/2012 0:06	GMT	1.21	0.73	31	Herndon, VA	50

[dslr595148]

Ok.

To the user who posted the trace route and the Transceiver Statistics..

Did you try connecting your modem to the NID?

I point to

http://www.dslreports.com/faq/1317

If not, do it and then get theTransceiver Statistics again.

[AFoolsMadHouse]

Here is the Transceiver Stats with the modem hooked directly to 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)    5885    863

Margin (dB)                        18.6    15.5

Line Attenuation (dB)         29.5    13.3

Transmit Power (dBm)       6.6     12.4

[smith6612]

Hey Brant and AFoolsMadHouse: I'm dropping you guys Personal Messages. Check your PMs by clicking at the link at the top of the page with a yellow envelope. Sounds like congestion and I'm going to get you both to someone who will fix it up.