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Slow/Unstable Internet Connection


I've been having internet connection issues for a few months now. Last time I contacted support I had a support ticket created on September 11th and when I went to check it the ticket had been closed and I have not been contacted by Verizon at all since it was created. The previous contact with support they said that the the modem that Verizon sent me had gone bad and charged my account for a new one that would fix the problem, and it did not.

Current speed test results:


The download speed finished at 2.01 but as you can see it jumped around a lot, just like all the previous times I've run the test.

traceroute to **.***.***.** (**.***.***.**), 30 hops max, 60 byte packets
1 ( 0 ms 0 ms 0 ms
2 ( 0 ms ( 0 ms 0 ms
3 ( 1 ms 1 ms 2 ms
4 ( 8 ms 8 ms ( 8 ms
5 ( 80 ms ( 84 ms ( 81 ms
6 ( 81 ms ( 91 ms ( 81 ms
7 ( 83 ms 0.xe-10-3-0.BR2.NYC4.ALTER.NET ( 81 ms ( 82 ms
8 ( 159 ms ( 154 ms 0.xe-10-3-0.BR2.NYC4.ALTER.NET ( 81 ms
9 ( 155 ms 156 ms ( 156 ms
10 ( 160 ms ( 158 ms 0.xe-10-3-0.BR2.NYC4.ALTER.NET ( 91 ms

Broadband Parameter Status

Broadband Mode Setting:ADSL
Broadband Negotiated Mode:G.DMT
Connection Status:CONNECTED
Downstream Speed:3360 Kbps
Upstream Speed:736 Kbps
Retrain Timer:0 Days, 1H:15M:15S
ATM QoS class:UBR
Near End CRC Errors Interleave:3
Near End CRC Errors Fastpath :N/A
Far End CRC Errors Interleave :0
Far End CRC Errors Fastpath :N/A
30 Minute Near End CRC Interleave :19
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 :292
30 Minute Near End FEC Fastpath :N/A
30 Minute Far End FEC Interleave :0
30 Minute Far End FEC Fastpath :N/A
30 Minute Discarded Packets Downstream :0
30 Minute Discarded Packets Upstream :0
SNR Downstream :10 dB
SNR Upstream :10 dB
Attenuation Downstream :38 dB
Attenuation Upstream :23 dB
Power Downstream19.8 dBm
Power Upstream11.9 dBm
Re: Slow/Unstable Internet Connection
Champion - Level 1

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.