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Disconnecting 10-15 times a day, 100kb/s average DL Speed, paying for high speed internet enhanced..
HourlySword
Newbie

Alright, so about a year ago I got fed up with having ridiculously low internet speeds, about 100kb/s, so I made the call to verizon and they told us our internet plan was outdated so they "fixed" our internet up to the basic high speed internet package and sent us a wireless router. Before this I had no gripes with verizon, by the way. So we chugged along at the same internet connection speeds we used to have (average out at 100kb/s) but with the new router, and I wasn't complaining since I figured it may just be our area has a bad connection to them or something. But then right after we got it, up until this very day, the internet light (along with the internet itself) on the router goes out at least 10 times a day, sometimes it'll come back on after a couple seconds/minutes and sometimes it'll take hours unless we reboot the router. So about 7 months of that and I had had enough of that, so I gave them a call and they convinced me to upgrade to the high speed internet "enhanced" plan, so I did and they told me they had resolved the problem. Happy at the thought of having internet that wasn't about 10x lower than the lowest advertised speed, I hopped online only to find that absolutely nothing had changed. So I called them back up and I got a support agent which I could barely understand who walked me through a bunch of steps talking about things I didn't understand, but after much confusion I followed all his troubleshooting steps and he told me that he had fixed out internet through their servers or something. So I kept him on the line and hopped onto the internet to see if he was speaking the truth and sure enough, I was now playing 1080p videos without buffering as opposed to the 240p i was accustomed to due to my internet. He hung up, but about 15 seconds later my internet speeds dropped back down to 100kb/s and now i'm stuck watching videos in 240p again. And that's how it's been ever since. I'm not sure why exactly i've put up with this for so long, but i've finally decided i'm going to call them up and tell them to either get somebody out here to fix our internet (and PROVE that they fixed it) or i'm switching to comcast. But i'll probably end up doing it tomorrow since i'm pretty tired tonight..

They said my maximum DL speed would be about 1.5MB for my area, but 1/15 or less of that every day, all day is just ridiculous WITH constant cut-outs. I've seen other people with similar problems as myself get help on these forums, so I decided it was worth a shot before I completely lose what little faith I had in verizon. Maybe it's my fault somehow? I don't know, but what I do know is that 100kb/s is not enough speed to share amongst 4 computers in this household..

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Re: Disconnecting 10-15 times a day, 100kb/s average DL Speed, paying for high speed internet enhanc
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)  might 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 your modem?

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

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 that RJ-45 WAN port router?

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

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Re: Disconnecting 10-15 times a day, 100kb/s average DL Speed, paying for high speed internet enhanc
HourlySword
Newbie

news.giganews.com

traceroute to  (), 30 hops max, 60 byte packets
1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 0 ms 0 ms
2 te0-7-0-9.mpd22.iad02.atlas.cogentco.com (38.122.62.193) 1 ms 1 ms 1 ms
3 te0-0-0-4.ccr21.iad02.atlas.cogentco.com (154.54.31.105) 0 ms te0-2-0-0.ccr21.iad02.atlas.cogentco.com (154.54.31.101) 0 ms te0-0-0-4.ccr21.iad02.atlas.cogentco.com (154.54.31.105) 0 ms
4 verizon.iad01.atlas.cogentco.com (154.54.12.46) 0 ms uunet.iad01.atlas.cogentco.com (154.54.13.138) 0 ms verizon.iad01.atlas.cogentco.com (154.54.12.46) 0 ms
5 0.ae2.RES-BB-RTR1.verizon-gni.net (152.63.34.22) 3 ms 0.ae1.RES-BB-RTR1.verizon-gni.net (152.63.32.142) 3 ms 3 ms
6 P0-4-0-0.BLTMMD-LCR-21.verizon-gni.net (130.81.199.3) 6 ms 6 ms 6 ms
7 G2-0.BLTMMD-BLTMMDCH-ERXG12.verizon-gni.net (130.81.196.153) 8 ms 9 ms 9 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * Max number of unresponsive hops reached (firewall or filter?)

news-europe.giganews.com

traceroute to  (), 30 hops max, 60 byte packets
1 vl201.gw1.ams.giganews.com (216.196.110.3) 2 ms 2 ms 2 ms
2 te7-8.ccr01.ams05.atlas.cogentco.com (149.11.104.17) 0 ms 0 ms te7-7.ccr01.ams05.atlas.cogentco.com (149.11.104.9) 0 ms
3 te0-5-0-1.ccr21.ams03.atlas.cogentco.com (154.54.72.42) 1 ms te0-5-0-1.mpd21.ams03.atlas.cogentco.com (154.54.72.46) 1 ms te0-3-0-6.mpd21.ams03.atlas.cogentco.com (130.117.0.85) 0 ms
4 te0-0-0-0.mpd21.lon13.atlas.cogentco.com (130.117.1.98) 80 ms te0-4-0-0.ccr21.lon13.atlas.cogentco.com (154.54.60.197) 82 ms te0-3-0-0.ccr21.lon13.atlas.cogentco.com (130.117.48.141) 83 ms
5 te0-0-0-10.ccr21.jfk02.atlas.cogentco.com (154.54.44.229) 82 ms te0-7-0-10.ccr21.jfk02.atlas.cogentco.com (154.54.44.225) 82 ms te0-0-0-10.ccr21.jfk02.atlas.cogentco.com (154.54.44.229) 82 ms
6 te0-2-0-6.ccr21.jfk05.atlas.cogentco.com (154.54.3.98) 82 ms te0-0-0-3.ccr22.jfk05.atlas.cogentco.com (154.54.2.86) 82 ms te0-1-0-3.ccr22.jfk05.atlas.cogentco.com (154.54.6.46) 82 ms
7 0.xe-8-3-0.BR2.NYC4.ALTER.NET (204.255.168.109) 85 ms te0-1-0-0.ccr21.jfk05.atlas.cogentco.com (154.54.3.106) 83 ms 82 ms
8 0.xe-1-1-1.NY325-BB-RTR2.verizon-gni.net (152.63.1.206) 84 ms 0.xe-10-3-0.BR2.NYC4.ALTER.NET (204.255.168.113) 85 ms 0.xe-1-1-1.NY325-BB-RTR2.verizon-gni.net (152.63.1.206) 86 ms
9 P0-4-0-0.BLTMMD-LCR-22.verizon-gni.net (130.81.199.5) 91 ms 0.xe-1-1-1.NY325-BB-RTR2.verizon-gni.net (152.63.1.206) 85 ms P0-4-0-0.BLTMMD-LCR-22.verizon-gni.net (130.81.199.5) 90 ms
10 P0-4-0-0.BLTMMD-LCR-22.verizon-gni.net (130.81.199.5) 90 ms 90 ms G4-0.BLTMMD-BLTMMDCH-ERXG12.verizon-gni.net (130.81.196.155) 92 ms
11 * G4-0.BLTMMD-BLTMMDCH-ERXG12.verizon-gni.net (130.81.196.155) 93 ms 93 ms
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * Max number of unresponsive hops reached (firewall or filter?)

 

 

There's the trace route, i'm working on getting the transceiver statistics, should have them up soon.

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Re: Disconnecting 10-15 times a day, 100kb/s average DL Speed, paying for high speed internet enhanc
HourlySword
Newbie

My router is the Westell 7500

Speedtest has always told me I had speeds around 800Kb/s-1mb/s, but i've never gotten past 100 Kb/s in actual dl speed, don't know what's up with that.

I have no idea how to find out the brand and model of my RJ-45 WAN port router.

Here are the transceiver statistics:

Transceiver Statistics

Transceiver Revision A2pB020b3.d20h
Vendor ID Code 4D54
Line Mode ADSL_G.dmt
Data PathINTERLEAVED
 
Transceiver InformationDown Stream PathUp Stream Path
DSL Speed (Kbits/Sec)896448
Margin (dB)6.918.0
Line Attenuation (dB)52.031.0
Transmit Power (dBm)18.3

11.9

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Re: Disconnecting 10-15 times a day, 100kb/s average DL Speed, paying for high speed internet enhanc
smith6612
Super User
Super User

Your stats look pretty marginal on the downstream. The line is long, but is by no means out of range for some higher speeds from 1Mbps. You might want to try taking your modem out to your NID to see if you get better numbers and performance, and failing that getting Verizon out to repair the line. If you have Voice service and notice any noises such as buzzing (loud), static, or popping you should do a NID test and verify there isn't any noise there. Same deal as above if noise is found (Call Verizon, make them fix it).

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