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
Verizon DSL - Intermittent Connectivity Issues - Westell 7500
leftbehind126
Newbie

Hello guys! I'm hoping you can help me out.  I can't even count the number of problems I have had over the past 9 years, and each time Verizon decides to blow me off like always.  Getting to be the last straw.

Anyways - I'll have a solid (slow, like always) connection, and then all of a sudden my DSL Light on the Modem starts blinking.  It'll blink.. then solid.  Repeat. It does it randomly.  I've tried to recreate it on my own, but haven't been able to.  Just seems to be random. Sometimes I'll go 30 minutes without a disconnect, sometimes only 2 minutes, if that.  At first I thought it must just be rough weather or some outage.  Today is day 4, and I'm sick of it because a lot of what I do is internet based.

My plan is the 3.1-7Mbps.  I had the one below that plan, but speeds of <1Mbps were killing me.  My usual speed with this is roughly 5Mbps. Modem is set to bridge due to me using a separate router for my network. 

I have tried with no success:

-power cycle the modem

-turned off all devices on the network

-new RJ11 cable

Here are my Trans Stats:

Transceiver Statistics

Transceiver Revision        A2pB020b3.d20h

Vendor ID Code                      4D54

Line Mode                              ADSL_2plus

Data Path                                   FAST

Transceiver Information            Down Stream Path       Up Stream Path

DSL Speed (Kbits/Sec)                         3296                                 469

Margin (dB)                                               6.3                                    9.9

Line Attenuation (dB)                             57.0                                  34.1

Transmit Power (dBm)                         20.4                                   12.4

Here is the log.  The light was solid.  I cleared the log.  I refreshed, gave it about 1-2 minutes and it disconnected. (flashing light.) I let it establish the connection again, and then went to pull the log. (All)  I think while I was doing this, it disconnected again, but I'm not sure if it'll show. 

All Event Log

Time                     Severity                Process                                                   Details

Jan 1 00:16:32 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:32 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:32 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:29 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:29 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:29 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:24 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:24 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:24 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:22 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:22 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:22 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:17 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:17 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:17 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:11 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:11 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:11 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:05 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:05 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:16:05 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:24 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:24 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:24 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:21 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:21 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:21 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:14 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:14 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:14 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:12 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:12 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:12 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:15:11 user.crit            kernel: ADSL link up,interleaved,us=590,ds=3744

Jan 1 00:15:11 user.crit            kernel: ADSL G.992 message exchange

Jan 1 00:15:07 user.crit            kernel: ADSL G.992 channel analysis

Jan 1 00:15:02 user.crit            kernel: ADSL G.992 started

Jan 1 00:14:56 user.crit            kernel: ADSL G.994 training

Jan 1 00:14:54 user.crit            kernel: ADSL link down

Jan 1 00:14:28 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:14:28 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:14:28 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:14:22 user.crit            kernel: ADSL link up,interleaved,us=636,ds=4511

Jan 1 00:14:22 user.crit            kernel: ADSL G.992 message exchange

Jan 1 00:14:18 user.crit            kernel: ADSL G.992 channel analysis

Jan 1 00:14:15 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:14:15 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:14:15 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:14:13 user.crit            kernel: ADSL G.992 started

Jan 1 00:14:07 user.crit            kernel: ADSL G.994 training

Jan 1 00:13:34 user.debug        syslog: AllLanDevices_Handler: Nothing On List

Jan 1 00:13:29 user.debug        syslog: AllLanDevices_Handler: Nothing On List

Jan 1 00:13:23 user.debug        syslog: AllLanDevices_Handler: Nothing On List

Jan 1 00:13:17 user.debug        syslog: AllLanDevices_Handler: Nothing On List

Jan 1 00:12:24 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:12:24 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:12:24 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:12:22 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:12:22 daemon.err       statsd[295]:      findDhcpLease: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:12:22 daemon.err       statsd[295]:      supplyDnsLocalDev: failed to open /var/etc/dnsmasq.leases:No such file or directory

Jan 1 00:12:16 syslog.info        syslogd             started: BusyBox v1.1.3

end of diagnostic log file

I apologize if it looks jumbled.  I wasn't sure how else to put it on here.

I hope you guys can make sense of it.  I've had verizon not show up after I've waited around all day, been disconnected on the phone many times, and have been given the run around.  I don't want to go through it all again.  Let me know if you need anything else!

Thank you so much!

--Anthony

0 Likes
Re: Verizon DSL - Intermittent Connectivity Issues - Westell 7500
dslr595148
Super User
Super User

#1 Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that the final hop (bottom-most line of the trace) will contain a hop with your IP address in it. Remove that line. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.

#2 Did you try connecting your modem to the NID ?

I point to http://www.dslreports.com/faq/1317

0 Likes
Re: Verizon DSL - Intermittent Connectivity Issues - Westell 7500
leftbehind126
Newbie

Here is the Traceroute info:

news.giganews.com

1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 28 ms 0 ms
2 g3-0.bb1.dca.giganews.com (216.196.96.62) 0 ms 0 ms 0 ms
3 xe-3-3-0.er2.iad10.us.above.net (209.66.64.193) 0 ms 0 ms 0 ms
4 above-uu.iad10.us.above.net (64.125.13.174) 67 ms 0 ms 0 ms
5 0.ae1.RES-BB-RTR2.verizon-gni.net (152.63.32.157) 0 ms 0 ms 0 ms
6 P0-4-0-0.BLTMMD-LCR-22.verizon-gni.net (130.81.199.5) 16 ms 9 ms 10 ms
7 P9-0.BLTMMD-BLTMMDCH-ERXG04.verizon-gni.net (130.81.193.131) 11 ms 11 ms 11 ms
8 * * *
9 * * *
10 * * *
Max number of unresponsive hops reached (firewall or filter?)

news-europe.giganews.com

1 vl201.gw1.ams.giganews.com (216.196.110.3) 0 ms 0 ms 0 ms
2 208.174.50.33 (208.174.50.33) 0 ms 0 ms 0 ms
3 esr1-xe-11-0-0.parispar.savvis.net (204.70.207.214) 9 ms 9 ms 9 ms
4 cr1-tengig-0-1-2-0.londonuk1.savvis.net (204.70.207.177) 16 ms 16 ms 16 ms
5 cr1-pos-0-8-0-0.NewYork.savvis.net (204.70.192.121) 87 ms 90 ms 87 ms
6 er2-tengig-2-1.NewYork.savvis.net (204.70.198.14) 86 ms 91 ms 86 ms
7 0.xe-9-2-0.BR2.NYC4.ALTER.NET (204.255.168.89) 86 ms 86 ms 86 ms
8 0.ae2.NY5030-BB-RTR2.verizon-gni.NET (152.63.18.74) 87 ms 87 ms 87 ms
9 P0-4-0-0.BLTMMD-LCR-22.verizon-gni.net (130.81.199.5) 92 ms 93 ms 92 ms
10 P9-0.BLTMMD-BLTMMDCH-ERXG04.verizon-gni.net (130.81.193.131) 93 ms 93 ms 93 ms
11 * * *
12 * * *
13 * * *
Max number of unresponsive hops reached (firewall or filter?)

0 Likes
Re: Verizon DSL - Intermittent Connectivity Issues - Westell 7500
leftbehind126
Newbie

Still need help.  Can someone check the info posted above and suggest some advice?

If more logs are needed please let me know.  Need to get this resolved.  Keeping a connection longer than 30 seconds is rare now.

0 Likes
Re: Verizon DSL - Intermittent Connectivity Issues - Westell 7500
dslr595148
Super User
Super User

I know that you put this modem combo into bridge mode, however did you put it into full bridge mode or routed bridge mode?

By "full bridge mode", I point you to

http://www.dslreports.com/faq/13600

The reason that I ask, is my logs just look like..


All Entries
        

CURRENT MODEM STATUS
DSL Modem Status....... Up
PPP Session Status...... n/a
Connection Type......... Bridge
Time set from............. Boot
Time since last boot.... 1 days, 2 hrs: 20 mins: 6 secs
EVENTS
**********************************************************************
The first number is the Event time (days,hrs:min:sec) since boot.
Events are listed starting from the most recent.
**********************************************************************
0,0:0:22 US Atten: 24.5 DS Atten: 40.5
0,0:0:22 US Margin: 15.0 DS Margin: 22
0 0,0:0:22 US Tx Power: 11.8 DS Tx Power: 13.7
0,0:0:22 US DSL Rate: 864 kbits/sec DS DSL Rate: 3360 kbits/sec
0,0:0:22 WanMgr reports DSL is UP
0,0:0:0 Model number: F90-610015-06
0,0:0:0 Software version: VER:5.01.00.01
0,0:0:0 Product: ProLine Model: NAT Combo
end of diagnostic log file

0 Likes
Re: Verizon DSL - Intermittent Connectivity Issues - Westell 7500
leftbehind126
Newbie

I checked the settings, and there are two options for Bridge.  "Bridge" and "Routed Bridge".  I have it set to Bridge. 

I highly doubt it's any of my settings.  I did not change anything.  It just randomly started disconnecting one day. 

I had verizon do their "remote service" last night.  They logged into my router, disabled the firewall, said the problem was fixed and that was that.  Five minutes later I was disconnected.

Any other advice?

0 Likes
Re: Verizon DSL - Intermittent Connectivity Issues - Westell 7500
Cam9169
Enthusiast - Level 3

We have been dealing with the same problem for nearly a year.  Have gone through 3 modems and have had 5 technicians out here only to be told that it is a routing problem within the CMO in Phillipsburg.  It took 4 months for us to get this escallated out of the first line technical support and now am speaking with a local supervisor.   He states that the routers in the CMO are congested and they have put us on a non congested router.  Well either the CMO is not doing their job or it is NOT a routing problem because we are still experiencing the same problem daily.  Not only is it us, but according to the supervisor, it is effecting hundreds in our area.  The technicians have completely rewired our box and rebuilt their equipment on the lines and nothing has changed.

That being said, I would love to hear from someone "higher up" in Verizon as to why this it NOT being dealt with and fixed!

0 Likes
Re: Verizon DSL - Intermittent Connectivity Issues - Westell 7500
KH-OrnEsh1
Moderator
Moderator

Hi Cam9169, 

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

0 Likes
Re: Verizon DSL - Intermittent Connectivity Issues - Westell 7500
smith6612
Super User
Super User

I'd say you're having line trouble. Despite the logs indicating that perhaps the modem was rebooting (or isn't getting the time via NTP), your statistics before the line dropped suggested either your line is too long for the speed, or your line is having an issue with noise or is damaged. If you've had 5Mbps on it in the past, I'm going with the latter.

To see if we can isolate the issue to Verizon or your home's wiring, follow these steps I posted in another thread:

Locate your NID for your Telephone service. This is often a Grey box if it's newer located on the side of your home near youe electrical meter or breaker panel if indoors. If you have an extended driveway, this box may be out on an extension pole within reach. Older NIDs are often not grey boxes, but are simply wires going into pegs held down by bolts. See this FAQ: http://www.dslreports.com/faq/1317

Once you find your NID, take your modem and preferably a laptop/netbook/Wireless mobile device capable of viewing the modem's Transceiver Statistics page and boot your modem up while it is directly connected to the NID via the test jack. If you have an older NID, you will want to disconnect the wiring going to your home to isolate the issue down to Verizon or your home (take note of how things are connected!). Once there, copy and paste the new statistics or take a note of what they all are, and post them up here for us to see.

0 Likes