Slow DSL

[walter1813]

My plan is for 1.2 to 3 Mbps. For the last month the speed has dropped to .37 to .59 Mbps.  What is wrong?

[warren631]

I agreed with Verizon to pay for 1.5 (1.1) - 3 meg DSL service but I am getting less than 0.5 meg in the evenings.  During the day it is OK at about 2.3 meg download.  This problem only started about 2 weeks ago.  I think Verizon must have changed something on me.

Can I get back the cost difference between the 1 meg and 3 meg plan for each month that I have records from speedtest.net proving that I get less than 1.1 meg?  Should I file with my local small claims court (Judge Judy)?  I talked to the tech in India but all he did was press the wrong button on speedtest.net and scanned my registry for errors (none were found).  He could not fix the speed problem after about an hour so he blamed my computer and hung up on me.

What should I do to either get the speed I am paying for or to get my money back?  Who can help a poor Verizon customer such as me?
 

[KH-OrnEsh1]

If you are having an issue with your Verizon service, you can use the Verizon Troubleshooter to fix and report issues with your Verizon Phone, FiOS TV, or Internet Service. You can also schedule a repair. Here is the link: http://www.verizon.com/repair

You can also find tools on the Verizon Residential Support page that may help you diagnose your issue: http://www22.verizon.com/residentialhelp

[smith6612]

Can you provide your modem's Transceiver Statistics? If you do not know how to get this information, tell us what model modem you have and any router you may have in use.

[warren631]

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@Smith6612 wrote:

Can you provide your modem's Transceiver Statistics? If you do not know how to get this information, tell us what model modem you have and any router you may have in use.

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I don't know how to get those statistics.  My modem is a Westell model 6100G supplied by Verizon.  

What would cause the speed to drop off so much in the evening?  Nothing changes at this end in the evening.

[smith6612]

Evening speed reductions are typically from congestion at the Central Office. It is easily fixed if there is extra capacity available in another virtual circuit over at the CO. Since you have the 6100, do the following:

Visit http://192.168.1.1/ and choose System Monitoring from the top navigation, adn then choose Advanced Statistics, and finally Transceiver Statistics. You may be prompted for a Username and Password, in which case try the following:

admin/password

admin/password1

admin/admin

admin/admin1

Your Verizon Username/Your Verizon Password

[warren631]

Stats are:

Transceiver Statistics

Transceiver Revision 3.3.6.10.0.1 Vendor ID Code 4D54 Line Mode ADSL_2plus Data Path FAST

Transceiver Information Down Stream Path Up Stream Path DSL Speed (Kbits/Sec) 3360 863 Margin (dB) 22.4 15.1 Line Attenuation (dB) 33.1 13.8 Transmit Power (dBm) 5.9 12.2

[warren631]

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@Smith6612 wrote:

Can you provide your modem's Transceiver Statistics? If you do not know how to get this information, tell us what model modem you have and any router you may have in use.

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So I provided the stats above as you requested.  Now what?

[warren631]

Speed on my 3-meg plan is averaging 0.5-meg in the evenings 6-12 pm.

If I degraded my service from 3-meg to 1-meg (saving $20/mo) could the speed in the evenings get any worse? 

[jmw1950]

Probably not much worse. What is of course unknown at this point is whether the network congestion is inside the Verizon network, or outside it.  You  might want to run Verizon's speed test in the evening and see what it says. That is a speed test that runs entirely within the Verizon network, and that will tell you whether the issue is the Verizon portion or external to Verizon network.

If it is Verizon, there probably isn't much you can do about it. Your transceiver statistics show that the DSL link between your modem and the CO is indeed running at a little better than 3mbps/768kbps (which is normal), and in fact you have margin and loss performance that could probably go even faster.

If it is external to Verizon, the problem may get better as the Internet Infrastructure evolves and is upgraded.

Keep in mind that if you use the Internet outside peak hours, you are going to be stuck with the 1mbps rate 24/7 if you downgrade.