HSI DSL issues since installation
TexKSAH
Newbie

On 1/22/14 I had Verizon HSI DSL 3-7Mbps installed in our new home.  We just moved into a subdivision that does not allow overhead utilities so the cable company has decided not to supply cable to our area due to the cost of underground lines even though we are surrounded by their lines.  Anyway, Verizon DSL was our best option for internet and when it works, it's more than adiquate.

The problem is that since it was installed, it RARELY works.  7 out of 10 times, a speed test will show 300+ pings, much less than 3Mbps downloads and less than .5Mbps uploads.  When it works, I'm getting less than 50ms pings, over 5Mbps uploads and over .7Mbps downloads.  But, as I stated above, it RARELY works well.  And it is not a congestion issue as it will sometimes work well during peak times, yet very often perform expremely poorly during the early morning, mid-day on a week day or late at night.  There is no rhyme or reason, it's totally random when it works and when it doesn't, but it is consistant in that it only works well 30% of the time. 

Many, many calls to support, emails with trace routes and speed tests to the MCO outage group, escalation by techs to the router and networking groups all have failed to fix the problem and almost 30 days after installation, the problem continues.  The worst part is after all this and still continuing to have issues and calling support, I get my first bill and NOT A SINGLE DISCOUNT OR REFUND for this **bleep**-poor service and functionality that 70% of the time does not even come close to performing to the standards advertised! 

Does Verizon seriously expect me to pay for something that they can't even keep working for more than a few hours before the service drops way below the speeds they are charging me for?

Has anyone else had a similar issue in that 30 days after installation (with numerous techs and network engineers all agreeing there is a serious problem)  still not have any resolution yet are getting billed as if nothing is wrong?   

Did I make a HUGE mistake signing on with Verizon?  Can I bust my 2 yr commitment and tell them to stick their crappy service where it stinks or do I need to get a lawyer to get out of this mess since they cannot seem to provide the level of service I'm paying for?

Any help would be appricated.

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Re: HSI DSL issues since installation
LawrenceC
Moderator Emeritus

Hi TexKSAH,

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 at the top of the middle column 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.

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Re: HSI DSL issues since installation
Verizon_Support
Customer Service Rep

We apologize for the trouble and that a resolution could not be found in a more expedient manner for you. If you have any other issues or questions for us, please address them to us here in this public thread.

Best,

Art

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Re: HSI DSL issues since installation
TexKSAH
Newbie

42 days since installation and I'm still getting 300+ pings and less than 1.5Mbps downloads on a regular basis.  Support admits there is a problem in my area.  It has been escalated, but nobody can tell me exactly what the problem is or when it will be resolved.  Because they have no ETA on a fix, they felt the best solution was to tell me they have no ETA on the fix to my case and CLOSED THE CASE!  This is my solution.  Aint it grand?

Yet, billing is telling me I must pay in full for the 7Mbps service I signed up for or face credit and legal issues, but they admit they cannot provide the service I signed up for. 

I'm at a total loss here.  Verizon cannot provide the service they signed me up for, but I still must pay in full for that service that they cannot provide because that's what I agreed to buy.  And somehow, they feel this is an acceptible solution and closed the case. 

I feel so utterly used and abused by VERIZON.

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Re: HSI DSL issues since installation
dslr595148
Community Leader
Community Leader

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?

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Re: HSI DSL issues since installation
TexKSAH
Newbie

    news.giganews.com

traceroute to 71.123.*.*(71.123.*.*), 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-b2-link.telia.net (213.248.70.241) 0 ms 0 ms 0 ms
3 TenGigE0-0-0-10.GW1.IAD8.ALTER.NET (152.179.50.233) 2 ms 2 ms 1 ms
4 ge-0-0-0-0.DFW9-CORE-RTR2.verizon-gni.net (130.81.199.55) 36 ms 36 ms 36 ms
5 A9-0-1713.AUSTTX-DSL-01.verizon-gni.net (130.81.194.55) 49 ms 49 ms 50 ms
6 * * *
7 * * *
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * Max number of unresponsive hops reached (firewall or filter?)

 


Broadband Status


Broadband Parameter

Status

VPI:  0 
VCI:  35 
Broadband Mode Setting:  ADSL2+
Broadband Negotiated Mode:  ADSL2+
Connection Status:  CONNECTED
Downstream Speed:  5888 Kbps
Upstream Speed:  860 Kbps
Retrains:  1
Retrain Timer:  3 Days, 1H:26M:4S
ATM QoS class:  UBR
Near End CRC Errors Interleave:  3304
Near End CRC Errors Fastpath :  N/A
Far End CRC Errors Interleave :  5
Far End CRC Errors Fastpath :  N/A
30 Minute Near End CRC Interleave : 23404
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 : 13271068
30 Minute Near End FEC Fastpath : N/A
30 Minute Far End FEC Interleave : 7893
30 Minute Far End FEC Fastpath : N/A
30 Minute Discarded Packets Downstream : 0
30 Minute Discarded Packets Upstream : 0
SNR Downstream : 12 dB
SNR Upstream : 14 dB
Attenuation Downstream : 35 dB
Attenuation Upstream : 17 dB
Power Downstream 20.2 dBm
Power Upstream 12.2 dBm

A rare good TR right now.  Pings are normally 250+ and bandwidth less than 3Mbps, most of the time less than 1.5Mbps.  It's normal right now (7PM CST) but it will be bad again soon.  If you want to see a TR when it's bad, let me know.  When I do a TR when it's bad, I get 300+ pings immediately from the first hop...

TR from yesterday....

Tracing route to ds-any-fp3-real.wa1.b.yahoo.com [98.138.253.109]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.1.1
  2   206 ms   268 ms   304 ms  L100.AUSTTX-DSL-01.verizon-gni.net [71.114.224.1
]
  3   307 ms   407 ms   298 ms  at-1-3-0-1710.DFW9-CORE-RTR1.verizon-gni.net [13
0.81.36.56]
  4   318 ms   302 ms   304 ms  xe-5-1-2-0.DFW9-BB-RTR1.verizon-gni.net [130.81.
199.52]
  5   306 ms   406 ms   408 ms  0.xe-3-0-2.BR2.DFW13.ALTER.NET [152.63.99.237]
  6     *        *        *     Request timed out.
  7   345 ms   407 ms   304 ms  vlan80.csw3.Dallas1.Level3.net [4.69.145.190]
  8   412 ms   407 ms   305 ms  ae-81-81.ebr1.Dallas1.Level3.net [4.69.151.150]

  9   617 ms     *      332 ms  ae-14-14.ebr2.Chicago2.Level3.net [4.69.151.117]

 10   259 ms   269 ms   320 ms  ae-2-52.edge3.Chicago3.Level3.net [4.69.138.168]

 11   431 ms   305 ms   304 ms  YAHOO-INC.edge3.Chicago3.Level3.net [4.53.96.158
]
 12   403 ms   407 ms   407 ms  ae-0.pat2.nez.yahoo.com [216.115.100.10]
 13   453 ms   314 ms   295 ms  ae-1.msr2.ne1.yahoo.com [216.115.100.7]
 14   410 ms   406 ms   407 ms  xe-4-0-0.clr1-a-gdc.ne1.yahoo.com [98.138.144.21
]
 15   408 ms   407 ms   407 ms  et-17-1.fab5-1-gdc.ne1.yahoo.com [98.138.93.1]
 16   407 ms   407 ms     *     po-14.bas2-7-prd.ne1.yahoo.com [98.138.240.30]
 17   432 ms   407 ms   379 ms  ir1.fp.vip.ne1.yahoo.com [98.138.253.109]

Trace complete.

 

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Re: HSI DSL issues since installation
TexKSAH
Newbie

Really bad access right now.  Outbound TR is showing 300+ pings from the first hop after my router and beyond (just like the outbound TR above only worse)  Speedtest is showing less than 3Mbps bandwidth.

Reverse TR is still showing good (50ms pings tops).  I dont know if it's always this way, but right now, outbound is terrible, inbound is good.

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Re: HSI DSL issues since installation
dslr595148
Community Leader
Community Leader

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.

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Re: HSI DSL issues since installation
TexKSAH
Newbie

It is a new home and all new wiring that was pre-wired to a central patch panel.  Satelite/Cable and telecomm are run to this central patch panel and then dispersed to all rooms from there. I tried the modem at several different drops and directly at the patch panel, but not directly at Verizon's demark. 

Verizon tech tested the lines from my modem location, from the patch panel and from their demark back to the CO and all tests showed the line condition as "perfect" (his words) and he said 7Mbps with less than 50ms pings should be the norm.

I've tested with all filters removed and no phones or other equipment installed from several different phone line locations off the patch panel.  I'm convinced (as well as the Verizon tech was) that there are no line/wiring issues in the home or between the home and the CO.

Do you see something to make to think different?

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Re: HSI DSL issues since installation
smith6612
Community Leader
Community Leader

DSLR is likely questioning this reading from your modem:

30 Minute Near End FEC Interleave : 13271068

 

That is a lot of corrected errors due to Interleaving. This value should stay very close to 0 at all times of the day. Error checking is being done due to some issue with your line somewhere. Most likely the problem is on Verizon's end, but who knows if the builders if your home messed up a punchdown or a patch. Minor things can have little to no effect on voice service but will wreck data services.

 

This problem does also seem to be a case of congestion which Verizon will have to fix. Latencies of 300ms suggest saturation at the DSLAM or the Juniper router if it is not at your connection.

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