DSL connection not working

[NhiemTong]

Hi, my DSL connection keeps dropping out of nowhere for no reason. 
It just comes and goes without any warning. 
This started happening recently and I have no idea. I didn't change any settings or anything. 
It's not the computer at fault though. I have replicated the occurrence on my phone when I connect to 192.168.1.1. 
I have a Westell VersaLink 327W Gateway. 
Restarting the router and computer does nothing. 
I reset the router to factory settings and it did not have any effect. 
The problem always seems to come back.

I've checked my phone line and nothing seems to be amiss there as well. My jack seems to be okay too.

The filters are fine and dandy.

The gateway device is a couple years old. Not more than 5, but it's been taken care of and is in pristine condition. No drops or anything. When I opened it up earlier to see if there was anything inside that came loose, nothing was wrong. Nothing out of place. No lights are flashing red. All of them are working as they should be.

I've connected a desktop to the device and ended up with the same result. No DSL connection at the Westell screen at times. 

Edit: I live in SoCal, so I doubt it's the weather causing problems.

[dslr595148]

Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up.  It might shown up as the final hop (bottom-most line of the trace)  might contain a hop with your IP address in it. Either remove that line or show only the first two octets. 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.

For example this what I saw when I was using Verizon

---

news.giganews.com

    traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
    1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
    2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
    3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
    4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
    5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
    6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms

---

Step two: Can you provide the Transceiver Statistics from your modem?

For your modem, as long as you do not have a RJ-45 WAN port router connected to it

Try visiting http://192.168.1.1/ for me and do the following:

a) If you see a Blue and White Westell page, mouse over Troubleshooting, go to DSL, and choose Transceiver Statistics]. Copy and paste the information on that page.

b) If using the Red and Black Firmware: Go to System Monitoring > Advanced Monitors > Transceiver Statistics. Copy and paste the information on that page.

c) Try visiting http://192.168.1.1/transtat.htm which is a direct link to the Stats on older modems.

d) 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.

[NhiemTong]

1) 
traceroute to 173.55.*.* (173.55.*.*), 30 hops max, 60 byte packets
1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 0 ms 0 ms
2 ash-bb1-link.telia.net (213.248.70.241) 1 ms 1 ms 0 ms
3 ash-b2-link.telia.net (213.155.137.223) 0 ms 0 ms 0 ms
4 TenGigE0-0-0-10.GW1.IAD8.ALTER.NET (152.179.50.233) 7 ms 7 ms 7 ms
5 B300.LSANCA-LCR-21.verizon-gni.net (130.81.199.99) 69 ms P1-8-0-0.LSANCA-LCR-21.verizon-gni.net (130.81.151.237) 72 ms B300.LSANCA-LCR-21.verizon-gni.net (130.81.199.99) 69 ms
6 G4-1.LSANCA-DSL-63.verizon-gni.net (130.81.195.189) 69 ms 70 ms 70 ms
7 * * *
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * Max number of unresponsive hops reached (firewall or filter?)

2)

Transceiver Revision: 1.0.9.0
Vendor ID Code:        4
Line Mode:               G.DMT Mode
Data Path:               Interleaved
Transceiver Information	Down Stream Path	Up Stream Path
DSL Speed (Kbits/Sec)	4480	832
Margin (dB)	6.5	9.0
Line Attenuation (dB)	45.5	28.0
Transmit Power (dBm)	16.6	11.0

[dslr595148]

Ok.

#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.

http://en.wikipedia.org/wiki/Network_interface_device

http://en.wikipedia.org/wiki/Demarcation_point

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.

http://www.homephonewiring.com/dsl.html

#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

        Tool news.giganews.com

        traceroute to *.*.*.*, 30 hops max, 60 byte packets
        1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 0 ms 0 ms
        2 te0-0-0-7.mpd22.iad02.atlas.cogentco.com (38.122.67.49) 0 ms 0 ms te0-7-0-9.mpd22.iad02.atlas.cogentco.com (38.122.62.193) 0 ms
        3 te0-0-0-4.ccr21.iad02.atlas.cogentco.com (154.54.31.105) 0 ms 0 ms te0-2-0-0.ccr21.iad02.atlas.cogentco.com (154.54.31.101) 0 ms
        4 uunet.iad01.atlas.cogentco.com (154.54.13.138) 28 ms verizon.iad01.atlas.cogentco.com (154.54.10.226) 40 ms uunet.iad01.atlas.cogentco.com (154.54.13.138) 28 ms
        5 0.ae1.RES-BB-RTR2.verizon-gni.net (152.63.32.157) 41 ms 41 ms 0.ae2.RES-BB-RTR1.verizon-gni.net (152.63.34.22) 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.

[NhiemTong]

Did 3. Turns out they found a fault in the line and are consulting with a network specialist team. Thanks for the help!

[nyc79]

Hi, 

I just saw this post, and am having the same exact problem. Can you please check my stats below also:

1)

news.giganews.com

traceroute to 173.77.***.*** (173.77.***.***), 30 hops max, 60 byte packets
1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 0 ms 0 ms
2 ash-bb1-link.telia.net (213.248.70.241) 53 ms 53 ms 71 ms
3 ash-b2-link.telia.net (80.91.245.109) 0 ms 0 ms ash-b2-link.se.telia.net (80.91.245.223) 0 ms
4 TenGigE0-0-0-10.GW1.IAD8.ALTER.NET (152.179.50.233) 9 ms 9 ms 9 ms
5 P0-0-0-0.NYCMNY-LCR-21.verizon-gni.net (130.81.151.223) 13 ms 13 ms 13 ms
6 G2-0.NYCMNY-NYCXNYCR-ERXG04.verizon-gni.net (130.81.196.117) 10 ms G2-1.NYCMNY-NYCXNYCR-ERXG04.verizon-gni.net (130.81.194.229) 10 ms 10 ms
7 * * *
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * Max number of unresponsive hops reached (firewall or filter?)

2)

Transceiver Statistics

Transceiver Revision:	7.2.3.0
Vendor ID Code:	4
Line Mode:	ADSL2 Mode
Data Path:	Interleaved
Transceiver Information	Downstream Path	Upstream Path
DSL Speed (Kbits/Sec)	6495	859
Margin (dB)	7.0	12.0
Line Attenuation (dB)	45.0	86.0
Transmit Power (dBm)	19.0	12.3

Thank you very much,

nyc79

[smith6612]

---

@nyc79 wrote:

Hi, 

I just saw this post, and am having the same exact problem. Can you please check my stats below also:

1)

news.giganews.com

traceroute to 173.77.***.*** (173.77.***.***), 30 hops max, 60 byte packets
1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 0 ms 0 ms
2 ash-bb1-link.telia.net (213.248.70.241) 53 ms 53 ms 71 ms
3 ash-b2-link.telia.net (80.91.245.109) 0 ms 0 ms ash-b2-link.se.telia.net (80.91.245.223) 0 ms
4 TenGigE0-0-0-10.GW1.IAD8.ALTER.NET (152.179.50.233) 9 ms 9 ms 9 ms
5 P0-0-0-0.NYCMNY-LCR-21.verizon-gni.net (130.81.151.223) 13 ms 13 ms 13 ms
6 G2-0.NYCMNY-NYCXNYCR-ERXG04.verizon-gni.net (130.81.196.117) 10 ms G2-1.NYCMNY-NYCXNYCR-ERXG04.verizon-gni.net (130.81.194.229) 10 ms 10 ms
7 * * *
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * Max number of unresponsive hops reached (firewall or filter?)

2)

Transceiver Statistics

Transceiver Revision:	7.2.3.0
Vendor ID Code:	4
Line Mode:	ADSL2 Mode
Data Path:	Interleaved
Transceiver Information	Downstream Path	Upstream Path
DSL Speed (Kbits/Sec)	6495	859
Margin (dB)	7.0	12.0
Line Attenuation (dB)	45.0	86.0
Transmit Power (dBm)	19.0	12.3

Thank you very much,

nyc79

---

You have a line problem. Your upstream should not have an attenuation of 86dB. You'll be wanting to perform a NID test, or otherwise have Verizon come out and troubleshoot the problem. Hopefully once whatever the issue is regarding the line is cleared, you should be all set to go for the 7.1Mbps+ provisioning you're set to.

See this page for performing a NID test: http://www.verizon.com/Support/Residential/phone/homephone/general+support/troubleshooting+procedure...

The page applies for both phone and DSL. If you have noise on your phone when the line should otherwise be silent (after you kill the dial tone, for example), test with a phone and call Voice Repair if there is noise outside at the NID.

[NhiemTong]

Sorry to post again here, but it turns out my problem has come back.

My DSL connection has returned to being faulty.

After about two days or so of stable connectivity, my internet has reverted back to its bad state.

I thought it was fixed, but it returned.

I disconnected my phone from the splitter and nothing changed.

My DSL connection information:

Connection Rate	(Down/Up):	4512 KBits/Sec by 864 KBits/Sec
Connection Status	In Packets Out Packets	24431  22053
	In Error Packets Out Error Packets	0  740
IP Address	Primary DNS Secondary DNS	173.55.**.**  68.238.**.**  68.238.**.**
Ethernet Status	In Packets Out Packets	4096  5967
ATM NetworkAddress	VPI VCI	0  35
Firewall Status	Passed Dropped	In: 0   Out: 22016 In: 0   Out: 0

During this past week, I bought a new modem and router and the problem continues onto it. 
When I try to set up the modem I had bought(D-Link DSL-520b), the DSL light never stayed on for more than a minute.

Also, when I contacted Verizon, they said they would fix my problem and created a trouble ticket for me. They said they would be committed to solving my problem 12/16/13 around 9AM. Nobody came. The ticket was open for a few days after and suddenly, it just disappeared. When I tried to check the status of the ticket, it said there were no open tickets.

My ticket number is(was?) {edited for privacy}

[ElizabethS]

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” 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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

[Verizon_Support]

NhiemTong,

Glad we were able to get you in touch with our DSL specialist to get this issue taken care of. We have closed your private support thread. Make a new post anytime you need our help.

- Jose_VZ