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I used to have a pretty stable dial-up, then DSL, then DSL enhanced connection. But late this summer, my service has gotten horrible. In the evenings, I can get disconnected every 1 to 2 minutes or even get disconnected when I am trying to reconnect from the last disconnect.
I have a new modem/router from Verizon and have gone through all the standard troubleshooting suggestions given on this site.
I then began sifting through these forums and then posting about my difficulties.
Through the last several months it seems as though more people are complaining about the frequent internet slowdowns and disconnects. We've all been walked through the same steps.
Finally we are being told that these problems are happening during "high-traffic" times on the internet and nothing else is said.
I recently saw a post where a customer said they were told by a Verizon service technician that the problems are because Verizon's hardware needs to be upgraded to handle the larger amount of internet traffic.
I have rebooted and reset my modem many times. I've restarted my computer, run cleaning programs, cleared the DNS folder, and defragged. I've even changed the phone and Ethernet cables.
Will you please work on solutions on your end instead of saying everything is on OUR end?
Yes, you got it right, we are now the orphan child due to Fios. The older DSL lines are just forgotten. They need to update their equipment and stop making empty promises about how good their service is. The problem does not reside with the end user, it rest with the supplier with old equipment, bad customer service and just a indifferent attitude towards customers.
Do you know if you are on a remote terminal or are you coming straight from the CO? It may be helpful to get that information from verizon if so. I've seen this happen before where an old remote would cause every single line to drop and re-sync for hours at a time some days. I'm pretty sure the thing was rebooting with the way it was behaving and it took Verizon quite a while to fix it. After that was fixed, lines began disconnecting around the time the download speeds on every connection would drop to almost nothing. Turns out the connectiivty to the DSL equipment on that remote was solid, but over-saturated from usage at night.
Has anyone gotten this problem resolved? I have experienced this very same problem since 27 November. Each evening my download drops to .002 between 7 and 11 pm. During the day and early evening it works fine.
How do I get back in contact with the escalation specialist?
My evening and overnight connection is back to constant disconnects.
Tonight it was every 2 to 10 minutes. This makes it impossible to get anything done. We can't even access websites when the connection is down... every couple of minutes. It's a real pain having to constanly reload pages.
This starts between 5:30-7:00pm and lasts through most of the night until morning.
We get some good, stable connection hours during the day.
Please go to your profile page for the forum by clicking on your name, and look down the middle towards the bottom where you will find an area titled "My Private Support Cases".
There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
My experience has been that Verizon support has stonewalled the speed issue and tried to describe it as a failure somewhere in my own computer software. I’ve been through that business of (after solutions like re-booting the modem, the computer, changing my PIN, changing the email ports, trashing cookies etc.) “Your Mac is the problem and you have to call Apple because it’s their software creating the problem. We have no problem on the Verizon end. It’s obvious nonsense since the problem starts at night, every night and is fine by morning. My software doesn’t fix itself overnight. This obviously affects email also, not only websites and streaming Netflix.
My information has been that Verizon is basically going out of the copper wiring business, and even though it’s offering Fios in my immediate neighborhood, it is NOT offering it on my block. The only other option around here is a well-known cable company which has it’s own problems with customer support.