DSL slow NYC SOHO

[jonjonhan]

My DSL has been erratic, slow, and unpredictable forever. I've had Verizon techs rewire the copper cable, twice, and basically they tell me the problem is in some street. Calling tech support is worse than having root canal done. NO, it is NOT a WiFI issue, and NO, it is not a windows or Mac issue, and NO it is not an email issue and I'm tired of wasting time shutting off the modem and getting serial numbers. The whole concept it seems, is to wear me down until I stop complaining, which I did, although I kind of need my interent connection.

Anybody know how to get around Verizon's maddening support time waste? All the website support stuff is advice that any 9 year old can figure out, it's useless and insulting. Anybody have success in resolving a DSL slowness or erratic behavior?

[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?

#3 If you don't know how to get that info:

a) What is the brand and model of your modem?

b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?

#4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?

[jonjonhan]

news.giganews.com

traceroute to {edited for privacy}, 30 hops max, 60 byte packets
1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 5 ms 5 ms 5 ms
2 216.166.96.174 (216.166.96.174) 0 ms 216.166.96.170 (216.166.96.170) 0 ms 216.166.96.174 (216.166.96.174) 0 ms
3 xe-3-0-1.cr1.iad1.us.as4436.gtt.net (69.31.10.121) 0 ms 0 ms 0 ms
4 144.228.205.145 (144.228.205.145) 2 ms 2 ms 2 ms
5 144.232.24.206 (144.232.24.206) 1 ms 1 ms 1 ms
6 0.xe-9-3-0.BR2.IAD8.ALTER.NET (204.255.169.217) 0 ms 144.232.8.210 (144.232.8.210) 0 ms 0 ms
7 * * B400.NYCMNY-LCR-21.verizon-gni.net (130.81.199.163) 11 ms
8 G2-0.NYCMNY-NYCMNY56-ERXG02.verizon-gni.net (130.81.193.114) 11 ms 11 ms G2-1.NYCMNY-NYCMNY56-ERXG02.verizon-gni.net (130.81.195.1) 9 ms
9 * * *
10 * * *
11 * * *
12 * * *
13 * * Max number of unresponsive hops reached (firewall or filter?)

news-europe.giganews.com

traceroute to {edited for privacy} 30 hops max, 60 byte packets
1 vl201.gw1.ams.giganews.com (216.196.110.3) 0 ms 0 ms 0 ms
2 te0-7-0-27.rcr21.ams05.atlas.cogentco.com (149.11.104.9) 0 ms 0 ms 0 ms
3 be2039.ccr42.ams03.atlas.cogentco.com (154.54.36.145) 1 ms be2038.ccr41.ams03.atlas.cogentco.com (154.54.36.133) 1 ms 1 ms
4 be2182.ccr21.lpl01.atlas.cogentco.com (154.54.77.246) 10 ms 10 ms be2183.ccr22.lpl01.atlas.cogentco.com (154.54.58.69) 10 ms
5 be2388.ccr21.bos01.atlas.cogentco.com (154.54.44.177) 84 ms be2493.ccr22.bos01.atlas.cogentco.com (154.54.42.97) 84 ms be2349.mpd21.jfk02.atlas.cogentco.com (154.54.30.177) 80 ms
6 be2060.ccr21.jfk05.atlas.cogentco.com (154.54.31.10) 80 ms be2094.ccr21.jfk02.atlas.cogentco.com (154.54.30.13) 80 ms be2268.ccr41.iad02.atlas.cogentco.com (154.54.28.109) 89 ms
7 be2062.ccr21.jfk05.atlas.cogentco.com (154.54.7.14) 80 ms 0.xe-8-3-0.BR2.NYC4.ALTER.NET (204.255.168.109) 81 ms be2060.ccr21.jfk05.atlas.cogentco.com (154.54.31.10) 80 ms
8 B400.NYCMNY-LCR-21.verizon-gni.net (130.81.199.163) 81 ms 0.xe-10-3-0.BR2.NYC4.ALTER.NET (204.255.168.113) 80 ms 80 ms
9 * B200.NYCMNY-LCR-21.verizon-gni.net (130.81.209.111) 82 ms G4-1.NYCMNY-NYCMNY56-ERXG02.verizon-gni.net (130.81.195.3) 81 ms
10 G2-0.NYCMNY-NYCMNY56-ERXG02.verizon-gni.net (130.81.193.114) 85 ms * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * Max number of unresponsive hops reached (firewall or filter?)

Model = GT784WNV ActionTec

Built in RJ45 ports

[dslr595148]

Understood.

Please do me a favor and post your modem's Transceiver Statistics. I want to see if the line itself is sound, and perhaps could support additional speed once we can get this congestion issue sorted out. To start, do the following:

Visit http://192.168.1.1/

Log into the modem using one of following usernames and passwords, if you have not changed it:

admin/password

admin/password1

admin/admin

admin/admin1

admin/verizon

admin/verizon1

Once in the modem, click on Status. Then, click on "DSL Status" or "WAN Status."

A page should appear with information such as Attenuation, SN Margin, and your speed. Please post the contents of this page, removing information such as your IP address, MAC Address, or your PPPoE username.

[jonjonhan]

Thanks, the reason I didn't paste it is that I didn't see it the way you had shown it. I will paste whatever shows up on the screen, perhaps it will tell you something.

WAN STATUS:

PPP Status

PPP Parameter             Status

User Name:             Newdsl

PPP Type:             PPPoE

LCP State:             UP

IPCP State:             UP

Authentication Failures:             0

Session Time:             0 Days, 8H:33M:47S

Packets Sent:             34305

Packets Received:             42881

Broadband Status

Broadband Parameter             Status

VPI:             0

VCI:             35

Broadband Mode Setting:             ADSL2+

Broadband Negotiated Mode:             ADSL2+

Connection Status:             CONNECTED

Downstream Speed:             6041 Kbps

Upstream Speed:             465 Kbps

Retrains:             266

Retrain Timer:             0 Days, 1H:13M:14S

ATM QoS class:             UBR

Near End CRC Errors Interleave:             182754

Near End CRC Errors Fastpath :             N/A

Far End CRC Errors Interleave :             40730

Far End CRC Errors Fastpath :             N/A

30 Minute Near End CRC Interleave :             7921

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 :             3885

30 Minute Near End FEC Fastpath :             N/A

30 Minute Far End FEC Interleave :             33

30 Minute Far End FEC Fastpath :             N/A

30 Minute Discarded Packets Downstream :             0

30 Minute Discarded Packets Upstream :             0

SNR Downstream :             13 dB

SNR Upstream :             9 dB

Attenuation Downstream :             28 dB

Attenuation Upstream :             12 dB

Power Downstream             21 dBm

Power Upstream             12.3 dBm

WIRELESS STATUS

Wireless State Status
Radio: ENABLED
SSID: ENABLED
Security: ENABLED

Wireless Settings
Wireless Parameter Setting
SSID: #############
Channel: 11
Wireless Security Type: WPA/WPA2 PSK
SSID Broadcast: Enabled
MAC Authentication: Disabled
Wireless Mode: Balanced Mode (802.11n+g only)
WPS State: Enabled
WPS Type: PBC
WMM QoS: Disabled
WMM Power Save: Disabled
Wireless Packets Sent: 1111116
Wireless Packets Received: 700229

Gateway Status
Gateway Parameter

Status
Firmware Version: GT784WN-VZ-1.1.6
Model Number: GT784WNV
Serial Number: {edited for privacy}

WAN MAC Address:

{edited for privacy}
Downstream Rate:

6041Kbps
Upstream Rate:

465Kbps
PPP User Name:

Newdsl
ISP Protocol

PPPoE
Encapsulation:

LLC
Gateway IP Address:

##.###.71.121
DNS Address #1:

68.237.161.12
DNS Address #2:

71.243.0.12

Firewall Feature LAN IP Applied Rule
Applications N/A Default Feature Setting
Port Forwarding N/A Default Feature Setting
DMZ Hosting N/A Default Feature Setting
Firewall Settings N/A Default Feature Setting
NAT N/A NAT Enabled
UPnP N/A No UPnP Rules Defined

NAT Table

Protocol             Timeout             Source IP             Source Port             Destination IP Destination Port

tcp            64753            192.168.1.102            34202            115.29.12.63            80

tcp            85623            192.168.1.103            52860            17.172.239.149            5223

tcp            430225            192.168.1.102            34228            115.29.12.63            80

tcp            85795            192.168.1.100            49447            17.110.225.11            5223

tcp            107            192.168.1.101            63738            208.74.204.208            80

tcp            86091            192.168.1.106            60979            74.125.22.193            443

tcp            47            192.168.1.101            63659            208.74.204.208            80

tcp            85625            192.168.1.103            53048            74.125.29.193            443

tcp            86021            192.168.1.101            63025            173.194.68.188            443

tcp            17            192.168.1.101            63607            208.74.204.208            80

tcp            86245            192.168.1.101            63096            74.125.226.22            443

tcp            428694            192.168.1.102            34198            115.29.12.63            80

tcp            77            192.168.1.101            63711            208.74.204.208            80

tcp            86189            192.168.1.103            52933            64.233.171.108            993

tcp            86363            192.168.1.101            63021            108.160.167.165            80

tcp            86189            192.168.1.102            51976            54.249.250.60            80

tcp            85727            192.168.1.105            61562            17.172.239.54            5223

tcp            86251            192.168.1.101            63029            17.172.238.38            5223

tcp            86            192.168.1.101            63712            208.74.204.208            80

tcp            85681            192.168.1.102            55376            74.125.29.188            5228

tcp            86229            192.168.1.102            60747            199.16.156.72            443

tcp            85455            192.168.1.106            60977            17.110.224.206            443

[smith6612]

It looks like you're having a line problem. The line has a lot of noise on it that makes both your downstream and upstream operate out of spec. Your upload is half the speed it should be, and your download is about the same. Your modem has also re-connected over 200 times since the last time it was rebooted.

To resolve this, if you have access to your NID, please take the modem to the NID and connect up to the test jack. From there, pull the same statistics. This helps to determine if the problem is something that needs Verizon to correct, or if the problem is with your home wiring (and thus, billable if Verizon touches it).

Also, if you do not have one already, consider asking Verizon to install a Home Run for you. A home run is a dedicated line between your DSL modem and the Verizon demarc that also includes a central DSL splitter. This keeps the DSL Signal from traveling down problematic copper, but also keeps extra wire length out of the picture along with extra load having multiple DSL splitters puts onto the line. This can often mean the difference between getting a solid 5Mbps, and a solid 7Mbps. Verizon can install a Home Run for Free for you, if you report problems with the DSL service to them.

[jonjonhan]

This is excellent advice. How do I get Verizion to give me this home run? Whom do I talk to?

[smith6612]

Just call technical support on the phone and indicate you are having some line issues. Request a tech visit for a home run to be installed. That should be all there is to it. Verizon used to install those automatically for those ordering speeds higher than 3Mbps in the past.

[jonjonhan]

Thanks, I've been speaking with their support for over an hour, some have never heard of this, and I've been transferred several time.

[smith6612]

Not terribly surprised. You may need to use the phrase "Dedicated modem line" and signal issues to get them to do something.