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Constantly losing internet connection on verizon DSL
eric632
Enthusiast - Level 1

hi.  i have verizon dsl and i've been constantly losing internet connection, at least every hour.  I would have to restart the modem (Westell 7500) to get the connection back.  This problem has been persistant and has been extremely fustrating.  Any and all help is appreciated.  Thank you.

Eric

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Re: Constantly losing internet connection on verizon DSL
dslr595148
Super User
Super User

#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)  might 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 your modem?

For your modem, this means.

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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Re: Constantly losing internet connection on verizon DSL
masho951
Enthusiast - Level 3

As suggested above, please provide the transceiver statistics to help diagnose a problem if it exists on the line.  Also please try to make a note if the "Internet" or "DSL" light is going out when you lose your connection as each would indicate a seperate problem. Thanks and good luck.

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Re: Constantly losing internet connection on verizon DSL
eric632
Enthusiast - Level 1

news.giganews

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-8-0-7.ar2.iad1.us.nlayer.net (69.31.10.97) 4 ms 2 ms 1 ms
4 TenGigE0-2-4-0.GW7.IAD8.ALTER.NET (152.179.50.93) 0 ms TenGigE0-1-0-0.GW7.IAD8.ALTER.NET (152.179.50.73) 1 ms TenGigE0-2-4-0.GW7.IAD8.ALTER.NET (152.179.50.93) 2 ms
5 0.xe-0-1-0.XL4.IAD8.ALTER.NET (152.63.37.93) 0 ms 0 ms 0 ms
6 0.so-5-3-0.RES-BB-RTR2.verizon-gni.net (152.63.30.5) 87 ms 0.so-0-2-0.RES-BB-RTR2.verizon-gni.net (152.63.30.14) 34 ms 0.so-9-3-0.RES-BB-RTR2.verizon-gni.net (152.63.37.122) 1 ms
7 P14-0.NYCMNY-LCR-10.verizon-gni.net (130.81.29.239) 101 ms 46 ms 25 ms
8 P10-0.NYCMNY-NYCMNY56-ERXG01.verizon-gni.net (130.81.136.197) 11 ms 13 ms 17 ms
9 * * *
10 * * *
11 * * *
Max number of unresponsive hops reached (firewall or filter?)

news-europe.giganews

1 vl201.gw2.ams.giganews.com (216.196.110.2) 0 ms 5 ms 0 ms
2 208.174.49.145 (208.174.49.145) 0 ms 0 ms 0 ms
3 cr2-tengig-0-5-1-0.frankfurtft3.savvis.net (204.70.207.209) 7 ms 8 ms 6 ms
4 cr2-ten-0-8-0-0.NewYork.savvis.net (204.70.195.22) 88 ms 88 ms 88 ms
5 er2-tengig-3-1.NewYork.savvis.net (204.70.198.18) 87 ms 87 ms 87 ms
6 0.xe-9-2-0.BR2.NYC4.ALTER.NET (204.255.168.89) 94 ms 94 ms 94 ms
7 0.ae2.XT2.NYC4.ALTER.NET (152.63.3.117) 83 ms 81 ms 81 ms
8 0.so-2-0-0.NY5030-BB-RTR2.ALTER.NET (152.63.17.22) 94 ms 94 ms 94 ms
9 P13-0.NYCMNY-LCR-10.verizon-gni.net (130.81.27.11) 88 ms 88 ms 88 ms
10 P8-0.NYCMNY-NYCMNY56-ERXG01.verizon-gni.net (130.81.33.165) 89 ms 89 ms 90 ms
11 * * *
12 * * *
13 * * *
Max number of unresponsive hops reached (firewall or filter?)

Transceiver Statistics
Transceiver RevisionA2pB020b3.d20h
Vendor ID Code4D54
Line ModeADSL_G.dmt
Data PathINTERLEAVED
 
Transceiver InformationDown Stream PathUp Stream Path
DSL Speed (Kbits/Sec)3360864
Margin (dB)26.811.0
Line Attenuation (dB)21.011.0
Transmit Power (dBm)16.911.9


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Re: Constantly losing internet connection on verizon DSL
eric632
Enthusiast - Level 1

It seems like the "Internet" light goes off, as it just happened.  Internet went out for approximately 3 minutes before it came back on.

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Re: Constantly losing internet connection on verizon DSL
A_DC_20010
Newbie

I currently have a ticket open with the maintenance department as we were thinking that my dropout issue was due to my DSL line being over-provisioned. After some more research, I have come to the conclusion that this is a Verzion network issue:


I'm in DC and have differing results for 3 different website MTR traces:

verizon.net - ok
google.com - 45% packet loss
yahoo.com - 7% packet loss

I experience Internet dropouts about every 10 or 20 minutes, but my DSL and Internet lights are ON during the dropouts.

It seems like the culprit is the connection between
10.1.76.1
and
P0-3-0-3.WASHDC-LCR-21.verizon-gni.net

google and yahoo go through that router,
but verizon.net goes through:

P0-3-0-3.WASHDC-LCR-22.verizon-gni.net

which is ok.


YAHOO log:

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| dslrouter.westell.com - 19 | 3506 | 2860 | 0 | 0 | 1 | 0 |
| 10.1.76.1 - 1 | 6071 | 6067 | 17 | 20 | 693 | 18 |
| P0-3-0-3.WASHDC-LCR-21.verizon-gni.net - 6 | 5067 | 4811 | 17 | 27 | 635 | 24 |
| so-12-1-0-0.RES-BB-RTR1.verizon-gni.net - 6 | 5067 | 4811 | 18 | 30 | 588 | 25 |
|so-6-0-0-0.ASH-PEER-RTR1-re1.verizon-gni.net - 7 | 4879 | 4576 | 19 | 32 | 590 | 49 |
| 130.81.14.98 - 7 | 4887 | 4586 | 18 | 28 | 576 | 22 |
| ae-6.pat2.dcp.yahoo.com - 7 | 4891 | 4591 | 18 | 34 | 615 | 29 |
| ae-7.pat2.che.yahoo.com - 7 | 4871 | 4566 | 36 | 60 | 607 | 62 |
| ae-2-d131.msr2.mud.yahoo.com - 7 | 4879 | 4576 | 56 | 71 | 647 | 93 |
| te-8-1.fab2-a-gdc.mud.yahoo.com - 7 | 4879 | 4576 | 57 | 71 | 608 | 69 |
| te-6-1.fab2-a-gdc.mud.yahoo.com - 7 | 4879 | 4576 | 58 | 70 | 650 | 62 |
| ir1.fp.vip.mud.yahoo.com - 7 | 4879 | 4576 | 60 | 70 | 648 | 66 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider


VERIZON.NET log:

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| dslrouter.westell.com - 22 | 3376 | 2651 | 0 | 0 | 1 | 0 |
| 10.1.76.1 - 1 | 6264 | 6262 | 17 | 20 | 652 | 32 |
| P0-3-0-3.WASHDC-LCR-22.verizon-gni.net - 1 | 6264 | 6262 | 17 | 23 | 700 | 45 |
| so-7-1-0-0.RES-BB-RTR2.verizon-gni.net - 1 | 6264 | 6262 | 18 | 25 | 693 | 57 |
|so-4-0-0-0.DFW01-BB-RTR1.verizon-gni.net - 7 | 4956 | 4626 | 57 | 65 | 732 | 58 |
|so-1-0-0-0.DFW03-CORE-RTR1.verizon-gni.net - 7 | 5024 | 4711 | 57 | 64 | 731 | 59 |
| po1.ctn-border1.vzlink.com - 1 | 6261 | 6258 | 57 | 63 | 781 | 58 |
| po121.ctn-core1.vzlink.com - 1 | 6261 | 6258 | 57 | 60 | 750 | 58 |
| 206.46.228.130 - 1 | 6261 | 6258 | 57 | 60 | 786 | 58 |
| 206.46.232.39 - 1 | 6257 | 6253 | 57 | 63 | 619 | 60 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

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Re: Constantly losing internet connection on verizon DSL
sweet_pea_f79
Newbie

I lose internet all the time and its driving me nuts especially as much as I pay for it,..    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-8-0-7.ar2.iad1.us.nlayer.net (69.31.10.97) 2 ms 1 ms 1 ms
4 TenGigE0-1-0-0.GW7.IAD8.ALTER.NET (152.179.50.73) 1 ms TenGigE0-2-4-0.GW7.IAD8.ALTER.NET (152.179.50.93) 0 ms TenGigE0-1-0-0.GW7.IAD8.ALTER.NET (152.179.50.73) 0 ms
5 0.xe-0-1-0.XL3.IAD8.ALTER.NET (152.63.37.77) 0 ms 0 ms 0 ms
6 0.so-0-2-0.RES-BB-RTR1.verizon-gni.net (152.63.30.18) 2 ms 0.so-5-2-0.RES-BB-RTR1.verizon-gni.net (152.63.30.1) 0 ms 0.xe-11-1-1.RES-BB-RTR1.verizon-gni.net (152.63.2.250) 0 ms
7 P12-0-0.BFLONY-LCR-01.verizon-gni.net (130.81.28.139) 20 ms 20 ms 19 ms
8 P0-0.BFLONY-BFLONYFR-ERXG04.verizon-gni.net (130.81.195.225) 19 ms 19 ms 22 ms
9 * * *
10 * * *
11 * * *
Max number of unresponsive hops reached (firewall or filter?)

news-europe.giganews.com

1 vl201.gw2.ams.giganews.com (216.196.110.2) 0 ms 0 ms 0 ms
2 208.174.49.145 (208.174.49.145) 0 ms 0 ms 0 ms
3 cr2-tengig-0-5-1-0.frankfurtft3.savvis.net (204.70.207.209) 9 ms 9 ms 7 ms
4 cr2-ten-0-8-0-0.NewYork.savvis.net (204.70.195.22) 88 ms 88 ms 88 ms
5 er2-tengig-3-1.NewYork.savvis.net (204.70.198.18) 94 ms 94 ms 94 ms
6 0.xe-9-2-0.BR2.NYC4.ALTER.NET (204.255.168.89) 87 ms 87 ms 87 ms
7 0.ae2.NY5030-BB-RTR2.verizon-gni.NET (152.63.18.74) 210 ms 88 ms 88 ms
8 P12-0-0.BFLONY-LCR-02.verizon-gni.net (130.81.28.137) 106 ms 114 ms 107 ms
9 P11-0-0.BFLONY-LCR-01.verizon-gni.net (130.81.27.62) 94 ms 93 ms 98 ms
10 P0-0.BFLONY-BFLONYFR-ERXG04.verizon-gni.net (130.81.195.225) 109 ms 108 ms 108 ms
11 * * *
12 * * *
13 * * *

Max number of unresponsive hops reached (firewall or filter?)

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Re: Constantly losing internet connection on verizon DSL
masho951
Enthusiast - Level 3

The upstream noise margin on your tranceiver stats seems a bit low especially considering the line attenuation numbers (and how close to the central office they infer) .  Since you seem to just be losing the "Internet" light and not the "DSL" light that seems to be a routing issue.  I would call the DSL department back and get them to issue a service call to address the problem.

Re: Constantly losing internet connection on verizon DSL
masho951
Enthusiast - Level 3

A_DC_20010: Could you post some tranceiver stats from your modem? Those numbers are way more important than any tracert log. They could at least give you a better idea if your connection is overprovisioned.

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Re: Constantly losing internet connection on verizon DSL
A_DC_20010
Newbie

I am happy to report that as of about 1 hour ago, Verizon seems to have started to fix the networking issue.  My ping times are ultra-low, numbers that I've never seen before on this DSL line!  The drop outs are still coming, but they are less frequent and I'm assuming that they are still working on things at the moment.

I'm pasting my transceiver stats below, but please note that they haven't changed since I received the modem 3 months ago or from when the connection started dropping.  I have been told that my downstream margin is "a little low, but still ok."

Transceiver InformationDown Stream PathUp Stream Path
DSL Speed (Kbits/Sec)3358863
Margin (dB)6.412.7
Line Attenuation (dB)52.028.1
Transmit Power (dBm)18.612.4

UPDATE: Now going on 30+ minutes without any dropouts!

UPDATE 2: I'm still experiencing dropouts (where the DSL and Internet lights are still on), but at least the ping times are better than they've ever been.

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