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Slow service after moving, and phantom pending order
tavisc
Enthusiast - Level 2

Let me start by saying that I'm about at the end of my wits with Verizon. I've had problems in the past, and it's always been a hassle to try to get the issues fixed. This time I've been hit with two problems, and it might be the last straw. I'm seriously considering switching to Comcast if this doesn't get resolved.

So first problem: My internet is extremely slow. I'm supposed to have the 7.1-15mbps package, which is what I have according to the "Your current service(s)" page when I visit the Upgrade and Renewal page. However, I've run wired speed tests through speedtest.net, and Verizons own speed tester, and found I've getting speeds of ~.6 mbps. Its so slow that I can barely watch Netflix. Web pages load extremly slow as well.

My second proble is related to my first: I moved into a new apartment yesterday (I'm a college student.) I had the service at my old apartment disconnected yesterday (8/23/2013) and the service at the new apartment turned on the same day. Everything is working (except for the slow speeds,) but I now have a phantom pending order. If I try to add to my services, I get a message on the far right of the screen saying "Your account currently has a pending order. That order must complete before you are able to proceed with online ordering."

I've checked the service ready dates, and they're all past. Furthermore, all my services are working at my new apartment, so  assume they must also have been shut off at my old apartment. No matter what I do, the Upgrade Center thinks I have a pending order.

Like I said, I'm about at my wits end. If anyone has any suggestions, or has had this problem and knows how to fix it, please, PLEASE let me know.

Thanks.

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Re: Slow service after moving, and phantom pending order
tavisc
Enthusiast - Level 2

*Edit*

I got an email last night, congratualing me on my new service. I guess the phantom order finally got activated, or someone at Verizon noticed, because I can shop for services now. So that's a plus. My services page is also showing that I have HSI, not HSI Enhanced, like I thought I ordered. I need a faster connection, but nothing for internet shows up when I want to add to my bundle. Is this something I *have* to call about?

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Re: Slow service after moving, and phantom pending order
smith6612
Super User
Super User

The Enhanced package not showing up could be from anything, either a line length issue to a database issue.

If you can supply the Transceiver Statistics from your modem, that would be awesome. If you don't know how to get these statistics, tell us the make and model of your modem. With that, we can get an approximation of how long of a line you have, and how good of a line it is, quality-wise.

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Re: Slow service after moving, and phantom pending order
tavisc
Enthusiast - Level 2

I double checked the email I got when I had my service switched to my new address, and it seems as though I ordered the regular, non-enhanced HSI. I could have sworn I ordered enhanced, but it was a busy week, so I could have made a mistake.

What I'd like to do is change to HSI-Enhanced, but no internet bundles show up if I go to "Add/Change Service." I was on a live chat with a customer service rep for about 20 minutes, and he couldn't figure it out either. He told me to get back on tomorrow, and they could transfer me to an account specialist, who could help me more.

I also tried calling Verizon, but I couldn't manage to figure out which option I needed. I like that all of Verizons stuff is under one phone number, but it makes it a bit of a pain to get to the right person. I'll be honest, I have no idea how to get the transceiver stats off this modem. I do have the make/model though. Its an Actiontec, model GT784WNV.

Smith6612, when you say that it may not be showing up because of a line length issue, do you mean that I might be too far from the CO to get the Enhanced, and that standard HSI might be all I can be capable of getting? If so, I'm not going to be too happy. I use my connection for gaming, netflix, schoolwork, and business. I need something faster than .6 mbps.

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Re: Slow service after moving, and phantom pending order
smith6612
Super User
Super User

There is the chance of distance. Once you get past two miles of wiring between you and the source of DSL, the chances of getting halfway decent speeds starts to drop off a ton. I am at two miles on my own line, and I am holding 5Mbps without a problem, but there is very little headroom for noise or more speed. Most in my neighborhood are set to 3Mbps with little headroom to make it to 5Mbps.

For the ActionTec stats, I am not as familiar with that gateway, but you may access the web interface at http://192.168.1.1/. Just log in with one of the following usernames and passwords:

admin/password

admin/password1

admin/admin

admin/admin1

admin/verizon

admin/verizon1

Once in, go to the Status pages of the modem using the top navigation, and then select "DSL Status" or WAN Status." You should see information such as your line speed, attenuation, SN Margin, line mode and transmit power. You can screenshot or copy/paste this info into a post.

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Re: Slow service after moving, and phantom pending order
tavisc
Enthusiast - Level 2

VPI: 0

VCI: 35

Broadband Mode Setting: ADSL2+

Broadband Negotiated Mode: ADSL2+

Connection Status: CONNECTED

Downstream Speed: 861 Kbps

Upstream Speed: 158 Kbps

Retrains: 0

Retrain Timer: 0 Days, 2H:20M:8S

ATMQoS class: UBR

Near End CRC Errors Interleave: 2

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 : 5 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

NearEnd RS FEC Fastpath : N/A

Far End RS FEC Interleave : 0 Far End RS FEC Fastpath : N/A

30 Minute Near End FEC Interleave : 37720

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 : 17 dB

SNRUpstream : 38 dB

Attenuation Downstream : 49 dB

Attenuation Upstream : 27 dB

Power Downstream 0 dBm

Power Upstream 12.8 dBm

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Re: Slow service after moving, and phantom pending order
smith6612
Super User
Super User

This is a case of a longer line, based on the attenuation, but 2.5Mbps to 3Mbps shouldn't be out of the ballpark. Get on the phone with Verizon and see what they can do for you. If the service can't go faster than 3Mbps and you're in need of more, despite Verizon's efforts you may have to check into your local fiber or cable provider.

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Re: Slow service after moving, and phantom pending order
tavisc
Enthusiast - Level 2

Thanks for all the help. I'll probably check into Comcast, tbh. It's close enough to the same price, for apparently more speed. I don't have a problem with Verizon per se, but I've had problems with them in the past, and this might be the proverbial straw.