constant DSL loss of connectivity with Westell modem 6100

[AbbyD]

My problem has been getting worse over the past several months (even after  I complained to verizon about slow DSL service and was "upgraded" to "high Speed" Dsl.  The modem apparently loses the connection - as frequently as every couple of minutes. Sometimes it comes back within a few minutes, sometimes it takes up to an hour. It now happens at any time of day- last night at 12:30 am I couldn't even managed to respond to one email without the connection getting dropped.  I have been trying to get on this forum all day but have not been successful due to the dropped conenction.

If anyone has any idea on whether this is a problem with my modem- or verizon's line- i would really like to find out because I am at my wit's end, tryingt o operate a home office and business with the internet in and out constantly. If i cannot get this solved on Monday I am giving up with Verizon and am going to switch to Cox Cable. Thank you.

Here are a couple of the logs from the modem's diagnostic setting:

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Events are listed starting from the most recent. **********************************************************************
SUN DEC 01 03:18:49 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 75) SUN DEC 01 03:18:47 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 72) SUN DEC 01 03:18:46 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 69) SUN DEC 01 03:18:46 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 66) SUN DEC 01 03:18:45 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 63) SUN DEC 01 03:18:38 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 60) SUN DEC 01 03:18:35 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 57) SUN DEC 01 03:18:33 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection timed out', count = 54) SUN DEC 01 03:18:32 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection timed out', count = 51) SUN DEC 01 03:18:31 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection timed out', count = 48) SUN DEC 01 03:18:20 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 45) SUN DEC 01 03:18:17 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 42) SUN DEC 01 03:18:16 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 39) SUN DEC 01 03:18:12 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 36) SUN DEC 01 03:18:08 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 33) SUN DEC 01 03:18:07 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection timed out', count = 30) SUN DEC 01 03:18:07 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection timed out', count = 27) SUN DEC 01 03:17:58 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 24) SUN DEC 01 03:17:55 2013 WanMgr reports DSL is Down SUN DEC 01 03:17:47 2013 Error getting time from Secondary SNTP server: tick.usnogps.navy.mil SUN DEC 01 03:17:47 2013 Failed on DNS lookup for 'tick.usnogps.navy.mil' SUN DEC 01 03:17:47 2013 Modem unable to communicate with DNS Server.(error = 'connection timed out'). SUN DEC 01 03:17:47 2013 Error getting time from Primary SNTP server: tock.usno.navy.mil SUN DEC 01 03:17:47 2013 Failed on DNS lookup for 'tock.usno.navy.mil' SUN DEC 01 03:17:47 2013 Modem unable to communicate with DNS Server.(error = 'connection timed out'). SUN DEC 01 03:17:42 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection refused', count = 21) SUN DEC 01 03:17:39 2013 LAN PC Unable to communicate with DNS Server. (error = 'connection timed out', count = 18) SUN DEC 01 03:17:37 2013 US Atten: 33.5 DS Atten: 51.5 SUN DEC 01 03:17:37 2013 US Margin: 10.0 DS Margin: 6.0 SUN DEC 01 03:17:37 2013 US Tx Power: 12.1 DS Tx Power: 16.2 SUN DEC 01 03:17:37 2013 US DSL Rate: 861 kbits/sec DS DSL Rate: 1360 kbits/sec SUN DEC 01 03:17:37 2013 WanMgr reports DSL is UP

CURRENT MODEM STATUS
        DSL Modem Status.......  Up
        PPP Session Status......  n/a
        Connection Type.........  Routed Bridge


        Time set from.............  Local
        Time since last boot....  0 days, 0 hrs: 18 mins: 42 secs
EVENTS
**********************************************************************
Events are listed starting from the most recent.
**********************************************************************
SUN DEC 01 03:14:03 2013
    LAN PC Unable to communicate with DNS Server. (error = 'connection timed out', count = 9)

SUN DEC 01 03:14:00 2013
    LAN PC Unable to communicate with DNS Server. (error = 'connection timed out', count = 6)

SUN DEC 01 03:13:56 2013
    LAN PC Unable to communicate with DNS Server. (error = 'connection timed out', count = 3)

SUN DEC 01 03:11:12 2013
    LAN PC Unable to communicate with DNS Server. (error = 'connection timed out', count = 18)

SUN DEC 01 03:10:52 2013
    LAN PC Unable to communicate with DNS Server. (error = 'connection timed out', count = 15)

SUN DEC 01 03:10:45 2013
    LAN PC Unable to communicate with DNS Server. (error = 'connection timed out', count = 12)

SUN DEC 01 15:19:20 2013
    DNS: Unknown host: 'db._dns-sd._udp.0.0.0.10.in-addr.arpa'

SUN DEC 01 15:19:07 2013
    DNS: Unknown host: 'b._dns-sd._udp.0.0.0.10.in-addr.arpa'

SUN DEC 01 15:04:18 2013
    DNS: Unknown host: 'r19058908801525.1.2091689.channel.live.ums.ustream.tv'

[dslr595148]

#1 When you loose Internet, what light or lights go off?

For example Internet light only.

#2 Do you have a RJ-45 WAN port router?

If you say yes it could mean the RJ-45 WAN port router is connected to the modem, OR IS NOT connected to anything - for example.

[AbbyD]

The modem is a Westell model F90-610015-06. The date on the back is 05/2008. There are three lights- Internet, Data and DSL.  When the internet "goes down", the green Internet light starts to blink then goes out. It does not turn red- the green light just turns off.  The loss of connectivity sometimes lasts less than a minute and then other times 20 minutes.   Yesterday was so bad that I barely managed to post on this forum. So far, today has been better....but I do not dare start anything important.

[AbbyD]

To answer #2, yes- the Westell modem is plugged into a Netgear Wireless-G router, which seems to work fine.  And I have not experienced anything unusual with my phone line.

[AbbyD]

Another plea for help-

can anyone tell me if the logs that I have posted look OK- (other than the obvious issue of no connection)- I don't understand why there is a hyperlink in the last one- that sort of scares me...has my router been hijacked?

Thanks in advance...if i can't get this resolved TODAY I am switching to Cox Cable first thing tomorrow.

[KaLin]

Your issue has been escalated to a Verizon agent. 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. you will find a link to the private board where you and the agent may exchange information.

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".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. Please keep all correspondence regarding your issue in the private support portal.

[AbbyD]

Just wanted to let folks know that my DSL problem seemingly has been solved...a very nice and competant field tech came out and worked extensively from 12-5pm on Sunday. There were physical problems with the ancient line leading to my house and also further upstream to the box a few blocks away....and some other things were switched around at a remote location.  Just for good measure they replaced the connection box at my house.  I am relieved and happy that after months of dial-up speed DSL I now seem to have a faster and reliable connection. They did say that there was no way that I could ever get up to 7 MB ( as the on-line agents had suggested) but I am at 3Mb which is far better than the 0.3- 0.7 I was at when the tech came to my house. he could not believe that it was so bad- but at least it was working when he arrived- unlike the last couple of weeks.

I still have my doubts about my 5+ yr old modem- but for now things are SO much better that I am happy.

Anyway, there was not a "solution" to thank on my original thread- so i wanted to give hope to folks who might be in a similar situation. Chances are you are dealing with old and failing infrastructure.

Thank you Verizon!

[Verizon_Support]

AbbyD,

          We're glad we were able to help get the internet corrected. As the issue is resolved we are now closing your Private Support Case. If you require additional assistance with your account or services please make a new post and we will be happy to help.

-Adam_VZ