Skip to main content
Accessibility Resource Center Skip to main content
Have a phone you love? Get up to $500 when you bring your phone. OR get iPhone 13, on us for a limited time. With Select 5G Unlimited plans. Buy now
end of navigation menu
HSI connection dropping, either DSL down or PPPoE unavailable, 10-15 times a day
Enthusiast - Level 1

Located in Powhatan VA, 23139  Westell 7500 modem, and the modem is configured with PPPoE credentials.  Starting around 10am, the DSL connection regularly drops for most of the morning until about 2-3pm.  Seems tolerable the rest of the day.    Once connection is lost, it stays down for 2-30 minutes at a time.

I ran a straight line from the Verizon box outside to the DSL modem, so no other devices are in play.  All computers are wireless connections

Noticed there does not seem to be a way to open a repair request from the website?  Online chat seems pretty useless.

Software Version: VER: Transceiver Revision: A2pB020b3.d20h Model Name: A90-750015-07 Serial Number: 11FX04006863 Broadband Connection Status: Connected Broadband IP Address:   Broadband MAC Address:
Broadband Connection Type: PPPoE Active Status: 0:01:30:10 Configuration: 096-900186-01 A

Transceiver Revision A2pB020b3.d20h Vendor ID Code 4D54 Line Mode ADSL_ANSI_T1.413 Data Path FAST   Transceiver Information Down Stream Path Up Stream Path DSL Speed (Kbits/Sec) 3136 160 Margin (dB) 10.0 6.0 Line Attenuation (dB) 57.0 30.0 Transmit Power (dBm) 19.1 3.7

Re: HSI connection dropping, either DSL down or PPPoE unavailable, 10-15 times a day
Super User
Super User

Your line is having a physical issue with the quality of the signal coming in (and going out). Your Attenuation is high, your margins are low, and your speed, especially on the upstream isn't where it should be. Proper sync rates are 864kbps upload, 3360kbps download.

If you have Voice Service with Verizon, do you by any chance happen to hear static, humming, buzzing, or other noise on the line? This would indicate a trouble with the line somewhere that will certainly affect DSL.