DSL Connection Dropping Intermittently.
MisterTechnical
Enthusiast - Level 3

Hi there. I am currently having an issue that appears to be commonplace among users in my area, as of late.

My problem is with a Westell 7500 series  (A90-750015-07). This router is new, only a month old or so, and is a replacement for an older Westell 3000 series that I had swapped out for the same issue (which actually may be working fine, see below.)

My DSL connection (Paying for High Speed Internet Enhanced) Is consistently dropping my net connection throughout the day, in such a manner that it interrupts Web Browsing, uploads, downloads, and games.The internet drops are not for long periods of time, but they are constant and this constant disconnection makes it difficult (if not, at times, impossible) to use my internet service.

I have made several calls to Technical Support, but apparently they have absolutely no idea as to what could be causing this issue. 

Rebooting the Router does not help solve the intermittent connectivitiy issues for any length of time, and neither does power cycling. My network adapter configuration settings are set so that my laptop may not turn off the adapter to save power; this does not work either.

I have tried multiple channels (even though there are no other LANs in my immediate area) , updating my drivers for my adapters, and even had multiple technicians come out and examine the wiring, to no avail.

I'd really like to believe verizon is a reputable and reasonable company, but that hope is quickly fading and being replaced with lividity. 

Can someone here help me troubleshoot or make some tweaks to my connection settings? The DSL light  on my router is solid, but my wireless connection continues to drop.  My connection works correctly and consistently at other wireless locations, though (College campus, for instance).

This is my transceiver stat sheet.

Transceiver RevisionA2pB020b3.d20h
Vendor ID Code4D54
Line ModeADSL_ANSI_T1.413
Data PathFAST
 
Transceiver InformationDown Stream PathUp Stream Path
DSL Speed (Kbits/Sec)3360608
Margin (dB)33.06.0
Line Attenuation (dB)36.031.5
Transmit Power (dBm)19.611.3
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Re: DSL Connection Dropping Intermittently.
JOSEm441
Specialist - Level 2

Your stats are not too bad BTW except for upstream margin.  http://www.ubasics.com/node/38/print Another thing that would help is to hook up the new modem directly into the Network interface device (where the line from the pole connects to you home) and see if the stats are similar, this will help isolate the issue to in or out of the house.

Did you ever notice if your line mode was ADSL_2+ when things were working fine? Since I was swithed to ..another line mode my speeds have dropped also!

Also try removing all your Phones and filters to see if you can isolate a bad phone or  filter.

Re: DSL Connection Dropping Intermittently.
MisterTechnical
Enthusiast - Level 3

Your stats are not too bad BTW except for upstream margin.  http://www.ubasics.com/node/38/print

Do you think the upstream margin being so low could be causing this issue?

 Another thing that would help is to hook up the new modem directly into the Network interface device (where the line from the pole connects to you home) and see if the stats are similar,

I'll do this now.

Did you ever notice if your line mode was ADSL_2+ when things were working fine? Since I was swithed to ..another line mode my speeds have dropped also!

I haven't noticed, no. Ill confirm this today.

Also try removing all your Phones and filters to see if you can isolate a bad phone or  filter.

The line for this internet is dedicated, so voice or filters are not attached anywhere in the house. 

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Re: DSL Connection Dropping Intermittently.
smith6612
Community Leader
Community Leader

Your downstream's doing pretty good. Your upstream however is bad and would be the source of your problems. Have you attached any new devices to your phone line recently? If you have Voice service with Verizon, do you have any static on the line or is voice quality poor? The upstream frequencies are cloest to the ones used by voice.

Also, if you could locate your NID. Take your modem to the NID, plug it into the NID using the test jack found inside of modern NIDs and obtain your newer statistics. If the stats are still bad at the NID, it's a Verizon Truck roll to get the problem fixed.

See this FAQ: http://www.dslreports.com/faq/1317

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Re: DSL Connection Dropping Intermittently.
MisterTechnical
Enthusiast - Level 3

Problems still not solved, but I'm making progress.

I have to find the correct NID jack. 

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Re: DSL Connection Dropping Intermittently.
smith6612
Community Leader
Community Leader

The correct jack in the NID may be the one that has something plugged into it. Most NIDs disconnect the house when the door is opened to access the individual test jack, but some have things plugged into them. Just unplug it, connect the modem, and then re-connect the house when done. My NID is like that above, so when I open it up, I also have to open the door to get to the jack and then disconnect my house from the port (it's just an RJ-11 terminated cable).

Re: DSL Connection Dropping Intermittently.
masho951
Enthusiast - Level 3

Most NIDs don't disconnect the house when the door is opened. They disconnect everything after the point at the NID when something is plugged into the RJ port. Is this a multi dwelling complex or a single family home? Looking at your tranceiver stats something is going on with the upload side. You're getting full bit rate with good SNR on the download side but less that full bit rate on the upload with bad SNR. If you haven't changed anything inside the house since the problem started to occur (assumming this is an existing line) then more than likely it's an outside issue.

Re: DSL Connection Dropping Intermittently.
MisterTechnical
Enthusiast - Level 3

Alright, update. Technician came out and replaced my pair and fixed a few minor shorts in the line. Wonderful. He tested the NID for me and got a fantastic signal. Still having the dropouts though.

Tests with pingplotter and other dsl line tests show that there is a specific hop in Washington D.C. that is dropping packets.

This person is having the same issue.

http://forums.verizon.com/t5/High-Speed-Internet-DSL-and-Dial/Constantly-losing-internet-connection-...

I am fully convinced that the intermittent packet loss is not on my end, as a technician JUST replaced everything worth replacing on my end, and I am using a new modem. Pingplotter is noting, as I said before, significant packet loss here:

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

Here is a line test I just did.

Test (From Central USA)LossMin
Latency
Avg
Latency
Max
Latency
Pass
Fail
basic ping
10s of 40 byte packets, 2 per second
0%53.4ms53.9ms55.3ms
pass
low bandwidth stream
10s of 512 byte packets at 56 kbit
90%60.0ms60.5ms62.1ms
fail
medium bandwidth streamwas not performed
higher bandwidth streamwas not performed
your first hop ping
stream of 40byte pings to 130.81.196.47
1% loss45.3msYou are 8ms
to your first hop

pass
 
 

1 minute MTR (hop loss analysis) from Central - USA
HopHostLOSSRcvSentBestAvgWorst
0ae-2.bb-c.slr.lxa.us.oneandone.net0%60600.280.360.53
1ae-10.bb-c.ms.mkc.us.oneandone.net0%60600.790.881.18
264.209.105.2330%606013.9426.39213.94
30.xe-8-2-0.BR3.CHI13.ALTER.NET0%606014.1418.8269.41
40.ae3.CHI01-BB-RTR1.verizon-gni.NET0%606014.4920.52163.89
5P0-4-0-0.WASHDC-LCR-22.verizon-gni.net0%606043.1443.7144.51
6P12-0.WASHDC-CHCHMDBE-ERXG04.verizon-gni.net32%416067.7174.1277.91
7(TARGET IP ADDRESS)2%596046.0173.8291.91

pass

1 minute MTR (hop loss analysis) from West Coast - USA
HopHostLOSSRcvSentBestAvgWorst
0h-67-100-37-242.noclli.covad.net0%60602.457.11158.24
1ge-6-14.car2.SanJose1.Level3.net0%60602.5313.72181.75
2ae-3-80.edge1.SanJose3.Level3.net0%60602.865.2564.99
3MCI-level3-20G.SanJose3.Level3.net0%60602.906.2477.99
40.ae3.SJC01-BB-RTR1.verizon-gni.NET0%60605.148.0591.32
5P0-14-0-0.WASHDC-LCR-21.verizon-gni.net0%606085.9086.2589.09
6P10-0.WASHDC-CHCHMDBE-ERXG04.verizon-gni.net62%236086.4087.7393.33
7(TARGET IP ADDRESS)49%316087.5398.30106.51

fail
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Re: DSL Connection Dropping Intermittently.
masho95
Enthusiast - Level 3

Could you post the tranceiver statistics again since the technician made changes to the line? According to the packet loss that you are experiencing on that one hop it looks like Verizon's router is having trouble. The ERX04 is the router that your DSL line is on. Getting another service call to get the technician to place a change order to change the router would be a great next step especially if the upstream noise margin and bitrates improved. BTW with a 3360 downstream bitrate you should be at 864 for full bitrate on the upstream. That previous 600 number you had on the upstream with a 6 noise margin is no good. Good luck.

Re: DSL Connection Dropping Intermittently.
MisterTechnical
Enthusiast - Level 3

Upstream improved significantly; same techician also came back and is helping me recitfy the problem.

Apparently they're replacing their front end router now. Stay posted.

Transceiver Statistics
Transceiver Revision:7.2.3.0 
Vendor ID Code:4 
Line Mode:G.DMT Mode 
Data Path:Fast 
 
Transceiver InformationDownstream PathUpstream Path
DSL Speed (Kbits/Sec)3360864
Margin (dB)16.06.0
Line Attenuation (dB)21.511.0
Transmit Power (dBm)1.510.9



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