Very slow internet
snowdrop
Enthusiast - Level 2

Our home internet connection has been extremely slow since the middle of January.  We have the enhanced HSI package but it has become grindingly slow.

My most recent speedtest showed:

 download speed 0.278 Mbps

 upload speed is 0.368 Mbps.

According to verizon we are supposed to achieve downstream connection speeds between 1.1 - 3 Mbps.

What can be done to get it back to our expected speed as we shouldn't have to pay for the "enhanced" HSI if we are only getting basic speeds?

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Correct answers
Re: Very slow internet
snowdrop
Enthusiast - Level 2

Verizon replaced my modem and my speed is just about back to what it used to be:

Your download
speed is 1.547 Mbps

Your upload
speed is 0.377 Mbps

Thank you for your help.

View solution in original post

Re: Very slow internet
dslr595148
Community Leader
Community Leader

#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 Can you provide the Transceiver Statistics from you modem?

If you don't know how to get the Transceiver Statistics from your modem:

a) What is the brand and model of your modem?

b) If you have a RJ-45 WAN port router connected to the modem, what is the brand and model of the RJ-45 WAN port router?

#3 Even if you know how to the Transceiver Statistics from you modem: If you have a RJ-45 WAN port router connected to the modem, what is the brand and model of the RJ-45 WAN port router?

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Re: Very slow internet
snowdrop
Enthusiast - Level 2

Thank you for your reply.

#1Traceroute report:

news.giganews.com

1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 0 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) 0 ms 0 ms 0 ms
5 0.ae1.RES-BB-RTR1.verizon-gni.net (152.63.32.142) 0 ms 0 ms 0 ms
6 P0-0-0-0.BSTNMA-LCR-21.verizon-gni.net (130.81.151.219) 15 ms 21 ms 19 ms
7 P10-0.BSTNMA-WRCSMACE-ERXG01.verizon-gni.net (130.81.193.33) 22 ms 19 ms 24 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 esr2-xe-7-1-0.amsterdamamx.savvis.net (204.70.207.206) 0 ms 0 ms 0 ms
4 cr2-tengig-0-5-1-0.frankfurtft3.savvis.net (204.70.207.209) 9 ms 8 ms 7 ms
5 cr1-bundle-pos1.NewYork.savvis.net (204.70.196.137) 106 ms 101 ms 102 ms
6 er2-tengig-2-1.NewYork.savvis.net (204.70.198.14) 94 ms 94 ms 94 ms
7 0.xe-9-2-0.BR2.NYC4.ALTER.NET (204.255.168.89) 94 ms 96 ms 94 ms
8 0.ge-8-1-0.NY325-BB-RTR1.verizon-gni.NET (152.63.18.38) 103 ms 94 ms 94 ms
9 P0-0-0-0.BSTNMA-LCR-21.verizon-gni.net (130.81.151.219) 98 ms 98 ms 98 ms
10 P10-0.BSTNMA-WRCSMACE-ERXG01.verizon-gni.net (130.81.193.33) 101 ms 101 ms 105 ms
11 * * *
12 * * *
13 * * *
Max number of unresponsive hops reached (firewall or filter?)

#2 I don't know how to get the transceiver stats

a) I have an old Westell Wirespeed modem Model# B90-210015-04 Rev E 

b) My router is:  N600 Wireless Dual Band Gigabit WNDR3700v2

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Re: Very slow internet
cigarmac
Enthusiast - Level 2

I am not the one who posted the original message, but I have had the same problem since December. Verizon told me it was my modem and they sent a new Westell 7500 Gateway. They also told me that High Speed Internet Enhanced was no longer available on my phone line. So they switched me to High Speed Internet, .5-1 Mbps. Since Feb 18th, when that became effective with the new Gateway, my speeds have ranged from a high download speed of .443 to a low of .225. Both are below the minimum of .5. Did they add another filter?? I did what you said in your response and I get:

news.giganews.com

1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 1 ms 0 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) 0 ms 0 ms 0 ms
5 0.ae1.RES-BB-RTR1.verizon-gni.net (152.63.32.142) 2 ms 0 ms 0 ms
6 P12-0-0.CLPPVA-LCR-01.verizon-gni.net (130.81.28.13) 8 ms 8 ms 8 ms
7 P12-0.CLPPVA-FRBGVAFB-ERXG02.verizon-gni.net (130.81.135.201) 9 ms 9 ms 9 ms
8 * * *
9 * * *
10 * * *
Max number of unresponsive hops reached (firewall or filter?)

Okay, now what do I do?

PS The technical guys in India I chatted with don't seem to have a clue.

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Re: Very slow internet
dslr595148
Community Leader
Community Leader

@cigarmac wrote:

I am not the one who posted the original message, but I have had the same problem since December. Verizon told me it was my modem and they sent a new Westell 7500 Gateway.



Ok

Visit http://192.168.1.1/for me and do the following:

1: If you see a Blue and White Westell page, mouse over Troubleshooting, go to DSL, and choose Transceiver Statistics. Copy/Paste the information on that page.

2: Go to System Monitoring > Advanced Monitors > Transceiver Statistics. Copy/Paste the information on that page.

3: Try visiting http://192.168.1.1/transtat.htm which is a direct link to the Stats on older modems.

If you need a Username and Password, try the following:

admin/password

admin/password1

admin/admin

admin/admin1

admin/Serial Number.

By Serial Number, I don't mean type in the words Serial Number. I mean find and type in the serial number found on the bottom of this router.

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Re: Very slow internet
dslr595148
Community Leader
Community Leader

@snowdrop wrote:

#2 I don't know how to get the transceiver stats

a) I have an old Westell Wirespeed modem Model# B90-210015-04 Rev E 

b) My router is:  N600 Wireless Dual Band Gigabit WNDR3700v2




Sad to say, you modem does NOT....

#1 Support telnet/SSH.

#2 OR support SNMP.

#3 OR support FTP.

#4 Has no web based UI. :smileysad:

-- Pre setup directions, regardless of what other equipment you have. This assumes that you have a Windows Computer.

#1 I sent you a private message that points to the tool that is required.

#2 Do not install it at this time.

#3 Make sure that you know how to setup a Static IP on your computer.

a) At http://portforward.com/networking/staticip.htm there is some guides.

b) If your computer has at least two NICs, be sure to which NIC is which.


-- End pre setup - regardless of what other equipment you have. For a Windows Computer.

#4 Your RJ-45 WAN port router, has a built in switch in it.

#5 If you have a hub/switch that is not part of a router, this what you do - Otherwise, skip down to (what to do without a hub/switch - not part of a router).

#6 Make that hub/switch is only connected to a power supply at this stage.

#7 Disconnect the wire from the Westell at the your RJ-45 WAN port router end.

#8 That wire, if I understand things correctly, goes to the port next to the uplink port of that hub/switch

#9 Connect another wire from the your RJ-45 WAN port router's WAN/Internet/To Modem port.

#10 The other end of the wire that is connected to the your RJ-45 WAN port router's WAN/Internet/To Modem port, connects to any other port the hub/switch but not the uplink port or the port in use by the modem.

#11 Make sure your computer(s) behind the your RJ-45 WAN port router router can still access the net.

#12 One of the reasons that I said that in step 11, is because maybe I made a mistake in step 8 - it is not the port next to the uplink port, it is the uplink port.

 -- End pre setup, if you have a hub/switch that is not part of a router.

#13 Disconnect your computer from behind the your RJ-45 WAN port router router.

#14 Setup a Static that is not in the same subnet as your RJ-45 WAN port route that wired NIC.

For example if the RJ-45 WAN port router's LAN IP is 192.168.1.1, then on that wired NIC...

IP Address: 192.168.2.1
Subnet Mask: 255.255.255.0

#15 As addressed in http://www.dslreports.com/faq/7267


For security precautions, unbind File and Print Sharing and the Client for Microsoft Networks from the second NIC.


#16 If you don't have at least two NICs, well disable that for that NIC.


#17 Connect that wired NIC to any other port of the hub/switch but not the uplink port, port next to the uplink port OR the port in use by the your RJ-45 WAN port router's WAN/Intenet/ To Modem Port.

#18 Now Install the tool that I sent you a link to.

#19


Once installed, don't forget to use ** CTRL-ALT-F7 ** to reveal several "hidden" tabs, the signal levels and error counters, so forth.

#20 In the tool go to DSL tab.

#21 If your computer has two NICs, please post the info from there.

#22 If your computer only has one NIC:

a) Copy down the info from there.

b) Disconnect the computer from behind the hub/switch that is between the Westell modem and the your RJ-45 WAN port router router.

c) Connect the computer to one of the your RJ-45 WAN port router's LAN ports.

d) Change the NIC to use DHCP.

e) Then post the info that you got from there....

---- End directions if you have a hub/switch that is not part of a router.

If you don't have a hub/switch that is not part of a router, consider buying one. A cheapo 4-port hub/switch will do.

What to do without a hub/switch - not part of a router and assuming that you don't want to buy one. :smileywink:

#6 Disconnect the wire from the Westell at the your RJ-45 WAN port router end.

#7 Disconnect your computer from behind the your RJ-45 WAN port router router.

#8 Setup a Static with these settings for your computer's wired NIC.


IP Address: 192.168.1.1

Subnet Mask: 255.255.255.0

#9 Connect your computer using the wire that you disconnected from the Westell.

#10 Now Install the tool that I sent you a link to.

#11


Once installed, don't forget to use ** CTRL-ALT-F7 ** to reveal several "hidden" tabs, the signal levels and error counters, so forth.

#12 In the tool go to DSL tab.

#13

a) Copy down the info from there.

b) Disconnect the computer from the Westell modem.

c) Connect the RJ-45 WAN port router to the Westell modem.

d) Connect the computer to one of the your RJ-45 WAN port router's LAN ports.

e) Change that NIC to use DHCP.

f) Then post the info that you got from there....

^^^

Re: Very slow internet
snowdrop
Enthusiast - Level 2

Thank you for your very detailed reply - kudos given!

Yes I have a Windows 7 operating system.

I have not started to follow your directions as I was wondering if it would be simpler to buy a new modem?

I wonder if there is also something else going on (Juniperitis?) as prior to January we were able to stream youtube videos, play online games and receive downloads quite quickly.  Now we cannot do any of these things.

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Re: Very slow internet
dslr595148
Community Leader
Community Leader

@snowdrop wrote:

Thank you for your very detailed reply - kudos given!


Thank you.


@snowdrop wrote:
 

I was wondering if it would be simpler to buy a new modem?

I wonder if there is also something else going on (Juniperitis?) as prior to January we were able to stream youtube videos, play online games and receive downloads quite quickly.  Now we cannot do any of these things.



Your guess(es) is/are as good as mine.

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Re: Very slow internet
snowdrop
Enthusiast - Level 2

Verizon replaced my modem and my speed is just about back to what it used to be:

Your download
speed is 1.547 Mbps

Your upload
speed is 0.377 Mbps

Thank you for your help.

Re: Very slow internet
cigarmac
Enthusiast - Level 2

@cigarmac wrote:

I am not the one who posted the original message, but I have had the same problem since December. Verizon told me it was my modem and they sent a new Westell 7500 Gateway.



Ok

Visit http://192.168.1.1/for me and do the following:

1: If you see a Blue and White Westell page, mouse over Troubleshooting, go to DSL, and choose Transceiver Statistics. Copy/Paste the information on that page.

2: Go to System Monitoring > Advanced Monitors > Transceiver Statistics. Copy/Paste the information on that page.

Okay. I have been out of town for two weeks. Since I came back my download speed checks have shown Downloads of 649-676 kbps and Uploads of 127-135 kbps vs the 225-388 kbps I had before on Downloads and 134 Uploads which are now tolerable. Something must have been fixed. Nonetheless, I went to see your response to my original question (Thank you for responding) and the settings you requested are as follows (which seem okay):

Transceiver Statistics

 

<script type="text/javascript"></script> Transceiver Revision

A2pB020b3.d20h

Vendor ID Code

4D54

Line Mode

ADSL2

Data Path

FAST

 

Transceiver Information

Down Stream Path

Up Stream Path

DSL Speed (Kbits/Sec)

861

154

Margin (dB)

7.3

32.3

Line Attenuation (dB)

37.5

20.0

Transmit Power (dBm)

0.0

10.3

 
Thanks for whatever you did (or for whatever the Verizon system did). I still wish I could get the Enhanced 1.5 Mbps at my address.
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