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DSL Drops connection randomly
Enthusiast - Level 3

I have an Actiontec GT784WN modem.  I recently upgraded my DSL speed.

My modem randomly disconnects with the Verizon Internet (Green Internet Light is off: There is no power or connection between your router and Verizon Online.)  It doesn't matter what device is connected through the wireless router (same as modem), it still drops the connection.  We have two laptops, two iphones, one iPad and one samsung tablet.  The intranet still works just not the internet.

If I do a troubleshooting internet connection from my laptop it comes back with "DNS server isn't responding"

Just yesterday, I was connected to the internet and when a phone call came in, the internet disconnected.

Some days I don't get dropped some days it happens every 30 minutes.  If I reboot the modem, I get the internet back.  Sometimes if I wait five to ten minutes, it comes back on.  Today is an icy day outside so I'm thinking that there might be an issue with my NID.  I've done a lot of researching with this problem and I don't know where to turn.  I'm afraid to actually call verizon support because most of the time, I know more than them and it seems like they are just reading a standard description.  One verizon support person tried to scare me into buying some sort of verizon issued antivirus software telling me that I am unprotected and I will get viruses.  Nope, I apparently know more than your about viruses, antiviruses and firewalls.

Looking at my stats on the modem, I did notice that my SNR values are low.  (I read on a forum that: "Unfavorable SNR/Attenuation values are attributed to issues on the DSL line itself, and can include faulty phone cabling, faulty or incorrect phone line splitters and filters, etc."

Here are my stats:

PPP Status

PPP Parameter Status

User Name:***
LCP State:UP
Authentication Failures:0
Session Time:0 Days, 0H:28M:18S
Packets Sent:27367
Packets Received:29762

Broadband Status

Broadband Parameter Status

Broadband Mode Setting:MULTIMODE
Broadband Negotiated Mode:G.DMT
Connection Status:CONNECTED
Downstream Speed:7008 Kbps
Upstream Speed:864 Kbps
Retrain Timer:0 Days, 0H:31M:15S
ATM QoS class:UBR
Near End CRC Errors Interleave:48
Near End CRC Errors Fastpath :N/A
Far End CRC Errors Interleave :2
Far End CRC Errors Fastpath :N/A
30 Minute Near End CRC Interleave :651
30 Minute Near End CRC Fastpath :N/A
30 Minute Far End CRC Interleave :0
30 Minute Far End CRC Fastpath :N/A
Near End RS FEC Interleave :0
Near End RS FEC Fastpath :N/A
Far End RS FEC Interleave :0
Far End RS FEC Fastpath :N/A
30 Minute Near End FEC Interleave :130399
30 Minute Near End FEC Fastpath :N/A
30 Minute Far End FEC Interleave :6
30 Minute Far End FEC Fastpath :N/A
30 Minute Discarded Packets Downstream :0
30 Minute Discarded Packets Upstream :0
SNR Downstream :9 dB
SNR Upstream :12 dB
Attenuation Downstream :39 dB
Attenuation Upstream :24 dB
Power Downstream19.9 dBm
Power Upstream11.9 dBm
Re: DSL Drops connection randomly
Super User
Super User


#1 An original or very old style NID with a spark gap and ground wire can even get spiders in it that could cause an issue. Inspect the NID first before thinking of changes or wiring.

Running a good quality wire CAT5, no need for CAT6,  directly to the NID for the DSL modem jack may help. That is what I had done with mine. Depending on the number of loads or amount of wire in the house could also cause issues. But if the user's signal quality is not being pulled low due to a wiring issues, it would usually indicate a problem elsewhere. Unless there was noise being picked up on the premises wiring. Wire DSL directly to the NID and install a filter there for all other in house wiring may help. There used to be available what was called a NID Filter, and I am sure you can still get them.

Ideal Connection if house wiring is an issue, or very old, and lengthy. Install a filter / splitter at the NID.

Run CAT5 directly to the NID location, and install a dedicated jack for the DSL modem.

Remove all in house wiring from the NID.

Connect piece of CAT5 from the NID to the filter / splitter input

Connect all existing phone lines to the phone side of the filter output.

Connect the new DSL CAT5 directly to the NID before the filter / splitter, or to the DSL side of the filter / splitter, depending on the device purchased.

This will take all the existing premises wiring out of the picture unless there is a short circuit or excessive load somewhere in the house.

At this point all the single filters could be removed because the DSL is filtered at the NID.

#2 You can test outbound to Giganews. But giganews has/had a test that will check your inbound connection from their servers to you.

I heard from another user that

Giganews is being watched very closely because of multipart binaries, and pirated material. MP3s and Video Content. 7 years ago you could get 10-20 MP3 albums in a single day, and that was with a 15/5 fios connection. So they started providing an encrypted connection service for an added fee. I have not messed with news groups for a very long time. Now with deep packet inspection, and other enforcement, I would not even think of it. No news I want there. But there may be content that people want? They may even be checking and limiting speed from that domain. Never tested. But let me see. It looks as if reverse trace routes and speed tests are being blocked by Verizon from Giganews to my router.

        Reverse Traceroute


        traceroute to *.*.*.*, 30 hops max, 60 byte packets
        1 ( 0 ms 0 ms 0 ms
        2 ( 0 ms 0 ms ( 0 ms
        3 ( 0 ms 0 ms ( 0 ms
        4 ( 28 ms ( 40 ms ( 28 ms
        5 ( 41 ms 41 ms ( 13 ms
        6 * * *
        7 * * *
        8 * * *
        9 * * *
        10 * * *
        11 * * *
        12 * * *
        13 * * *
        14 * * *
        15 * * *
        16 * * Max number of unresponsive hops reached (firewall or filter?)

#3 Have the provider run a local loop test to see if any problems are indicated. If there are, then they could run the test with everything in the house disconnected, except the new DSL modem connection. If issues are still indicated, then the DSL provider needs to make connections on the local loop. Another user told me that they had issues when it rained, and it was because construction had left a splice box open on a line somewhere.

Re: DSL Drops connection randomly
Super User
Super User

Going on #1 DSLR posted above, I would definitely consider getting a Homerun "Whole Home Filter" installed by Verizon if you are hitting issues. Verizon used to install these by default during new installations for any customer who had more than 3Mbps coming into their home in an effort to avoid problems, but they have not done this for a while. Microfilters can add what is essentially 600-1000ft of cable to the circuit due to the way they operate.

Definitely perform the NID test to see if the statistics are any better if you're able to, and afterwards if you do not have a Homerun, ask Verizon to install one. The installation is typically a part of your DSL Service and is free of charge, as they won't be running existing wiring and the splitter has to be installed via the Telco access portion of the NID if it's a more modern one, and is like the one I have.

Also, a good technician can help to shorten your line by cutting off redundant cable outside. This can help to avoid later problems down the road, too. Any tech who visits should also cut off an unneeded device from your line called a half ringer, which is simply a device which allows Verizon to run line tests or prove that you have service. Verizon is still able to run their checks fine without such a device, so techs will remove these since half ringers can go bad and cause issues with DSL over time.