slow DSL service
tommy110
Newbie

On Wednesday, I called verizon service with very slow speed on my DSL.  For an hour we were resetting the modem and disconnecting the line from the wall. I was instructed by the technicican to type in speed test on google and we went the website, speedtest.net.  I was un able to even download the test. 

In spite of this, the tech tried to explain to me that should either upgrade to verison fios, and/or there was something wrong with my computer.

I did a speed test on my own at my.verizon.com the results were this

.37, and  .27 - download

.40, and .41 - upload

today, The speed is somewhat bwtter  I did the speed test again (at my.verizon.com). The results are  this

.94 - download

.37 - upload

 

The upload could be better, but the download shows a remarkable improvement

My question is this,

Can " In-home Agent" or "Virtual Agent" go directly to someone who knows what he is doing?

does "In-home agent" work with DSL ?

Is there another way to speed up the process and get information to a real technician?

Thank you

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Re: slow DSL bad service
dslr595148
Community Leader
Community Leader

Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up.  It might shown up as the final hop (bottom-most line of the trace)  might contain a hop with your IP address in it. Either remove that line or show only the first two octets. 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.

For example this what I saw when I was using Verizon


    news.giganews.com

    traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
    1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
    2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
    3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
    4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
    5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
    6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms



Step two: Can you provide the Transceiver Statistics from your modem?

#3 If you don't know how to get that info:

a) What is the model of that Westell modem?

b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?

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

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Re: slow DSL bad service
tommy110
Newbie

on giganews a got this

traceroute to ({edited for privacy}), 30 hops max, 60 byte packets
1 216.166.98.2 (216.166.98.2) 10 ms 216.166.98.3 (216.166.98.3) 16 ms 16 ms
2 216.166.96.136 (216.166.96.136) 0 ms 216.166.96.140 (216.166.96.140) 0 ms 216.166.96.142 (216.166.96.142) 0 ms
3 ash-b1-link.telia.net (62.115.42.153) 0 ms 0 ms 0 ms
4 ash-b1-link.telia.net (80.91.245.106) 0 ms xe-1-0-0.GW11.IAD8.ALTER.NET (204.148.11.137) 0 ms 0 ms
5 * * *
6 P4-0.NYCMNY-NYCKNYBR-ERXG11.verizon-gni.net (130.81.193.15) 10 ms P1-0.NYCMNY-NYCKNYBR-ERXG11.verizon-gni.net (130.81.195.111)
10 ms *
7 * * P1-0.NYCMNY-NYCKNYBR-ERXG11.verizon-gni.net (130.81.195.111) 9 ms
8 * * *
9 * * *
10 * * *
11 * Max number of unresponsive hops reached (firewall or filter?)

the model number on the bottom of the modem is GT784WNV

that was given to me by verizon. I don't have anything connected to it except the computer

this morning

download .54 -  upload .4

right now

download .7 - uplload .4 

From myverizon speed test site

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Re: slow DSL bad service
smith6612
Community Leader
Community Leader

In your Web browser, please do the following to help us get your line statistics.

Visit http://192.168.1.1/

Log in using the username and password of admin/password or admin/admin. The gateway will require you to change the password if the password is "password"

Click on Status

Click on DSL Status

Copy and paste the information you see on this page to your post.

That will give us the rest of the starting information we need.

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Re: slow DSL bad service
tommy110
Newbie

Info on status page

Gateway Status Connection Status

ConnectionStatus

Broadband:
CONNECTED
Internet Service Provider (ISP):
CONNECTED

   

Gateway Status

Gateway ParameterStatus

Firmware Version:
GT784WN-VZ-1.1.18
Model Number:
GT784WNV
Serial Number:
{edited for privacy}
WAN MAC Address:
{edited for privacy}
Downstream Rate:
1184Kbps
Upstream Rate:
448Kbps
PPP User Name:
admin
ISP Protocol
PPPoE
Encapsulation:
LLC
Gateway IP Address:
{edited for privacy}
DNS Address #1:
68.237.161.12
DNS Address #2:
71.250.0.12

then on the left hand side

I don't see dsl status link

it didn't see any wireless connection from the first page.  I have an apple ipad so i turned on that to see if it worked

Tom

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Re: slow DSL bad service
pjsutton
Contributor - Level 2

Click on "WAN Status"  then post what's there.

If you're only syncing at 1184 kbps though, it looks like your line is set for 1 Mbps.  What speed plan do you have?  If it's .5 -1, what you're getting (0.7 Mbps anyway) is pretty much within specs.

I'm guessing a combination of, you are far away from the CO, and congestion.

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Re: slow DSL bad service
smith6612
Community Leader
Community Leader

It will be the WAN Status page. My apologies. When you click on that you should see all of the information I need. The values will contain things like Attenuation, Margin, Power levels, and Errors.

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Re: slow DSL bad service
tommy110
Newbie

I am trying get the difference between the html button and the rich text button

Thankyou for your attention in this

WAN Status
Connection Status
Connection Status
Broadband: CONNECTED
Internet Service Provider: CONNECTED

PPP Status
PPP Parameter Status
User Name: admin
PPP Type: PPPoE
LCP State: UP
IPCP State: UP
Authentication Failures: 0
Session Time: 0 Days, 0H:8M:41S
Packets Sent: 4794
Packets Received: 5334

Broadband Status
Broadband Parameter Status
VPI: 0
VCI: 35
Broadband Mode Setting: ADSL
Broadband Negotiated Mode: G.DMT
Connection Status: CONNECTED
Downstream Speed: 1184 Kbps
Upstream Speed: 448 Kbps
Retrains: 0
Retrain Timer: 0 Days, 0H:8M:36S
ATM QoS class: UBR
Near End CRC Errors Interleave: 0
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 : 0
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 : 0
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 : 21 dB
SNR Upstream : 16 dB
Attenuation Downstream : 55 dB
Attenuation Upstream : 31 dB
Power Downstream 13.6 dBm
Power Upstream 11.9 dBm

I have Verizon DSL at 1 mbps

Is this my internet speed right now ?

Downstream Speed: 1184 Kbps
Upstream Speed: 448 Kbps

I can see just by accessing this page that the speed is back to normal

I am being truthful on the myverizon speed test last week.

 download .37  -  upload .40

I noticed slow speed for a few days

Would it be helpful if I collected the giganews and WAN information on my own and posted it  when and if the Verizon DSL slows down again ?

Also, is there a way of contacting someone directly if this information is helpful

Thank you

Tom

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Re: slow DSL bad service
pjsutton
Contributor - Level 2

No, this is all we really need.

1184/448 is the speed that the modem is synced to the CO or RT at.  It's the theoretical maximum, but if there are congestion issues (ie, like between 5pm and midnight), actual speed on a speed test can be lower.  Even if your speed test speed is lower, this speed will stay the same because it's a function of your distance from the CO/RT.

Downstream attentuation shows how far you are from the CO/RT.  DSL typically stops working when that number is around 62.  You're at 55, which means you're a good distance away.  BUT, SNR shows how strong the signal is.  21 is pretty good.

Attenuation - the lower the number, the better the service

SNR - The higher the number, the better the service.

Have you tried to see if the 1.1-3 Mbps tier is avialable to you?  I bet it would work on that line.  And if not the full 3 Mbps, certainly 1.5 would be doable.  They will generally provision either 3360/864 or 1792/448.

I would see if they can give you the 1.1-3.  It'll generally cost $10 more, but  so worth it.  You can stream HD Netflix and Youtube with 3 Mbps.

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Re: slow DSL bad service
smith6612
Community Leader
Community Leader

That line should be able to do 2.2-2.5Mbps reliably. I can't see why you can't get more than 1Mbps.

I am only curious about the retrain timer. Was your modem rebooted before pulling the stats? Do you turn your modem off at night or when the computer is not being used? 9 minutes of data is not enough for me to be able to tell if the line is having problems that the SNR isn't showing.

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