Intermittent loss of service during all hours

[aSpn62]

Hi there,

For the past few weeks I've been experiencing intermittent loss of my DSL services for short periods of time. During these outages only the DSL light is red while the rest are green. All cables are properly connected and secure. There is only one desktop connected to the modem, and two tablets are run off wireless. When the game console is running it uses the ethernet cable originally connected to the desktop.

While running the Verizon Management Console's troubleshooter it tells me that my connection to the Internet Provider is disconnected ("No ping to service provider") and suggests to call support, which I have. Their only response to my problem was to send me a new modem (D-Link 2750B Gateway, same as the old modem) which hasn't solved anything. Any further calls after installing the new modem have just been throwing me through loops of "restart the modem, recycle the modem connection" etc., and nothing has been working.

Attempting to set up a Repair Request has similarly thrown me through the cycle of checking hardware, restarting modem and honestly my family and I are just getting fed up with it.

Any help would be appreciated cause we don't think its a wiring issue since everything was fine until a short time ago.

[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.