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More problems with connection dropping on westell 7500 modem
jamesk16
Enthusiast

I too am having issues with Westell 7500 modem. It keeps dropping the internet connection. Since I am in college I need a reliable internet connection which Verizon fails to provide.  This happens intermittendly and the modems Internet light is off. All other lights are green.  I  have both wired and wireless connections.

 I have called Verizon and they stated they would send a Technician out between 5 and 7 pm.  No one showed, not even a courtesy call. Called them again and they stated they would be their after 5 pm. No one showed again. Called a third time and they said someone will be there between 8 and 12 noon. I don't know if the technician will be there or not.  I am not going to hold my breath.

Their customer service SUCKS!!!

I have taken time off from school and work to be there to let the technician in.  My time is just as valuable as their time is to them.  Since they have the monopoly on internet connection in my area. We are stuck with them.  Cable internet is too expensive.

Just be aware that you can't hardly understand the customer service personnel.  They speak too low and they are hard to understand.  Can't wait to local cable company comes with telephone service and i will be switching. 

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Re: constant connection dropping on westell 7500 modem
dslr595148
Super User
Super User

#1 Log into the modem at http://192.168.1.1/

#2 Choose System Monitoring in the navigation, Advanced Monitors from the Left Hand Side Navigation and then choose System Logging. Post up the contents of the "All" log, either via pastebin.com or via Copy and Paste (Pastebin is preferred since it helps to keep the thread tidy looking). Additionally, post up your modem's Transceiver Statistics (found in the Advanced Monitors section as well) which you can Copy and Paste into the post here.

* -> If you need a Username and Password, try:

admin/password

admin/password1

admin/admin

admin/admin1

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Re: More problems with connection dropping on westell 7500 modem
jamesk16
Enthusiast

Again, Verizon does it again, THEY DID NOT SHOW UP!!!.  They must not be able to understand English.

What part of "I will be working don't you understand"

I know maybe if I spoke jibberish may be they would understand;

You state that your time is valuable but what about my time. I have taken off school, taken off from my job and you still don't show up when you said.  I am also still waiting for a call from John ( a supervisor ????????) to call me back.

I guess this what happens when you outsource things

Re: More problems with connection dropping on westell 7500 modem
smith6612
MVP MVP
MVP

I've been through the same mess of trying to get a line repaired for a local business when it was having bad static and DSL drops from the static. It took until the 3rd call to Voice Repair for the business (a month after I first started working with them to get it fixed) until Verizon sent someone out on both a Friday and Saturday to do repairs to the line.

Anyhow, if you can log into your modem as DSLR above suggested, at http://192.168.1.1/, go to System Monitoring and then choose Advanced Monitors. Click Transceiver Statistics and post up the statistics you see on that page. Additionally, visit the System Logging section of the modem, and in the "All" category, Copy and paste the log either into this thread, or into a Pastebin (http://www.pastebin.com) which can be shared here.

This information will allow us to see where the problem may be. Troubleshooting here is going to be a lot less painful than dealing with phone support at the moment, which honestly is basically like shooting blanks when it comes down to tech dispatches.

Re: More problems with connection dropping on westell 7500 modem
jamesk16
Enthusiast

User ID:    jamesk16

DSL State:   Up

Connection Mode:   PPPoE

Connection State:   Up

Ethernet WAN:   Down

All Event Log 

Time Severity Process Details

Apr 8 20:16:33  user.err  syslog:  Unexpected message received on UDP port 137 (opcode=5,resp=0,len=68) 

Apr 8 20:16:30  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.42 00:13:e8:79:1b:05 jim-9f70a73b01d

Apr 8 20:16:30  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.42 00:13:e8:79:1b:05 

Apr 8 20:06:34  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.45 00:1d:bc:59:07:2b Wii

Apr 8 20:06:34  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.45 00:1d:bc:59:07:2b 

Apr 8 19:56:52  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.42 00:13:e8:79:1b:05 jim-9f70a73b01d

Apr 8 19:56:52  daemon.info  dnsmasq[311]:  DHCPINFORM(br0) 192.168.1.42 00:13:e8:79:1b:05 

Apr 8 19:56:45  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.42 00:13:e8:79:1b:05 jim-9f70a73b01d

Apr 8 19:56:45  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.42 00:13:e8:79:1b:05 

Apr 8 19:56:45  daemon.info  dnsmasq[311]:  DHCPOFFER(br0) 192.168.1.42 00:13:e8:79:1b:05 

Apr 8 19:56:45  daemon.info  dnsmasq[311]:  DHCPDISCOVER(br0) 192.168.1.42 00:13:e8:79:1b:05 

Apr 8 19:47:43  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.45 00:1d:bc:59:07:2b Wii

Apr 8 19:47:43  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.45 00:1d:bc:59:07:2b 

Apr 8 19:28:51  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.45 00:1d:bc:59:07:2b Wii

Apr 8 19:28:51  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.45 00:1d:bc:59:07:2b 

Apr 8 19:10:00  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.45 00:1d:bc:59:07:2b Wii

Apr 8 19:10:00  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.45 00:1d:bc:59:07:2b 

Apr 8 18:51:09  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.45 00:1d:bc:59:07:2b Wii

Apr 8 18:51:09  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.45 00:1d:bc:59:07:2b 

Apr 8 18:35:16  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.18 00:16:b6:5c:ef:00 na-806bc72b1381

Apr 8 18:35:16  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.18 00:16:b6:5c:ef:00 

Apr 8 18:35:16  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.18 00:16:b6:5c:ef:00 na-806bc72b1381

Apr 8 18:35:16  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.18 00:16:b6:5c:ef:00 

Apr 8 18:32:18  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.45 00:1d:bc:59:07:2b Wii

Apr 8 18:32:18  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.45 00:1d:bc:59:07:2b 

Apr 8 18:13:27  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.45 00:1d:bc:59:07:2b Wii

Apr 8 18:13:27  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.45 00:1d:bc:59:07:2b 

Apr 8 17:54:36  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.45 00:1d:bc:59:07:2b Wii

Apr 8 17:54:36  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.45 00:1d:bc:59:07:2b 

Apr 8 17:35:44  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.45 00:1d:bc:59:07:2b Wii

Apr 8 17:35:44  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.45 00:1d:bc:59:07:2b 

Apr 8 17:33:49  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.27 00:1e:65:21:e4:0a Jimmy-Laptop

Apr 8 17:33:49  daemon.info  dnsmasq[311]:  DHCPINFORM(br0) 192.168.1.27 00:1e:65:21:e4:0a 

Apr 8 17:32:48  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.27 00:1e:65:21:e4:0a Jimmy-Laptop

Apr 8 17:32:48  daemon.info  dnsmasq[311]:  DHCPINFORM(br0) 192.168.1.27 00:1e:65:21:e4:0a 

Apr 8 17:31:20  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.27 00:1e:65:21:e4:0a Jimmy-Laptop

Apr 8 17:31:20  daemon.info  dnsmasq[311]:  DHCPINFORM(br0) 192.168.1.27 00:1e:65:21:e4:0a 

Apr 8 17:30:00  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.27 00:1e:65:21:e4:0a Jimmy-Laptop

Apr 8 17:30:00  daemon.info  dnsmasq[311]:  DHCPINFORM(br0) 192.168.1.27 00:1e:65:21:e4:0a 

Apr 8 17:24:45  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.27 00:1e:65:21:e4:0a Jimmy-Laptop

Apr 8 17:24:45  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.27 00:1e:65:21:e4:0a 

Apr 8 17:22:54  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.27 00:1e:65:21:e4:0a Jimmy-Laptop

Apr 8 17:22:54  daemon.info  dnsmasq[311]:  DHCPINFORM(br0) 192.168.1.27 00:1e:65:21:e4:0a 

Apr 8 17:21:30  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.27 00:1e:65:21:e4:0a Jimmy-Laptop

Apr 8 17:21:30  daemon.info  dnsmasq[311]:  DHCPINFORM(br0) 192.168.1.27 00:1e:65:21:e4:0a 

Apr 8 17:18:51  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.27 00:1e:65:21:e4:0a Jimmy-Laptop

Apr 8 17:18:51  daemon.info  dnsmasq[311]:  DHCPINFORM(br0) 192.168.1.27 00:1e:65:21:e4:0a 

Apr 8 17:17:33  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.27 00:1e:65:21:e4:0a Jimmy-Laptop

Apr 8 17:17:33  daemon.info  dnsmasq[311]:  DHCPINFORM(br0) 192.168.1.27 00:1e:65:21:e4:0a 

Apr 8 17:16:53  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.45 00:1d:bc:59:07:2b Wii

Apr 8 17:16:53  daemon.info  dnsmasq[311]:  DHCPREQUEST(br0) 192.168.1.45 00:1d:bc:59:07:2b 

Apr 8 17:16:22  user.err  syslog:  Unexpected message received on UDP port 137 (opcode=0,resp=0,len=50) 

Apr 8 17:15:56  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.27 00:1e:65:21:e4:0a Jimmy-Laptop

Apr 8 17:15:56  daemon.info  dnsmasq[311]:  DHCPINFORM(br0) 192.168.1.27 00:1e:65:21:e4:0a 

Apr 8 17:14:46  daemon.info  dnsmasq[311]:  DHCPACK(br0) 192.168.1.27 00:1e:65:21:e4:0a Jimmy-Laptop

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Re: More problems with connection dropping on westell 7500 modem
jamesk16
Enthusiast

Guess what Verizon called at 7:40 to say that someone would be there. Explained to the technician that I won't be. I aso explained to him that when I called the customer service number  "I told them that I could not be there on Saturday the 9th".

I guess the customer service number employees don't' undersstand English.

I hope they keep there promise next time by showing up on Tuesday evening.

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Re: More problems with connection dropping on westell 7500 modem
smith6612
MVP MVP
MVP

It seems that your post was cut off, as it's missing a good portion of the log, and Transceiver Statistics if you did post them.

Re: More problems with connection dropping on westell 7500 modem
jamesk16
Enthusiast

Finally after about 3 weeks, verizon finally showed up. I do have to say that the technician came was very courteous and understanding about my situation. Had issue fixed within 10 min. He replace something outside in the box. I have not had a dropped connection since.

I give the the technician high marks he quickly diagnosed the problem and resolved the issue. As for customer support, I would rather not say what I think about them, but I think they need to upgrade their attitude.

Re: constant connection dropping on westell 7500 modem
Neighbadaddy
Newbie

I am extremely tired of losing my internet and wireless connection on a daily basis.  My husband feels it is our modem....but after calling Verizon, I was told that we can only have 5 feet of phone wire between the modem and computer hardware.  We had recently relocated our computer equipment (from the basement to the living room) when we noticed the problems. I called in and that is when I was told to shorten the line.  So we did...now about 2 feet from the phone jack, to modem, to computer.  I found this post....I followed the instructions...not sure how you can help me.  

We notice that when it rains, we lose signal (maybe lines in the ground are getting wet).  When I use wireless on my laptop...it will drop out internet.  I have to hardwire it in to the modem for the internet to be used, either by our desk computer, or my laptop.

Between my cell service, which Verizon has....and my bundle with TV, Internet and Phone, which Verizon has....I am very, very tired of the poor service, not making changes that I request, and wasting my time on the phone to basically get no where!!!  This company is a "tyrant", who will just keep excepting money from consumers........because they can!!


Current Date and Time: Wed Jun 22 20:24:58 2011


    Logs  Select a Log  All  Connection  System  Diagnostic Tests  Wireless  User ID:   {edited for privacy} DSL State:   Up Connection Mode:   PPPoE Connection State:   Up Ethernet WAN:   Down   All Event Log Time Severity Process Details Jun 22 20:09:29 daemon.info cwmpd[335]: CWMP: Final Http Return Code = 204 Jun 22 20:09:29 daemon.info cwmpd[335]: CWMP: Inform (200). The following events are true:6 CONNECTION REQUEST

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Re: constant connection dropping on westell 7500 modem
Neighbadaddy
Newbie

LogsUser ID:  neighbadaddyDSL State:  UpConnection Mode:  PPPoEConnection State:  UpEthernet WAN:  Down All Event Log
TimeSeverityProcessDetailsJun 22 20:09:29 daemon.info cwmpd[335]: CWMP: Final Http Return Code = 204Jun 22 20:09:29 daemon.info cwmpd[335]: CWMP: Inform (200). The following events are true:6 CONNECTION REQUESTJun 22 20:09:29 daemon.info cwmpd[335]: CWMP: SSL Status = SSL Connection Succeeded,TCP Status = TCP Connected,Authentication Type = BasicJun 22 20:09:29 daemon.info cwmpd[335]: CWMP: Inform Sent SuccessfullyJun 22 20:09:26 daemon.info cwmpd[335]: CWMP: Final Http Return Code = 204Jun 22 20:09:23 daemon.info cwmpd[335]: CWMP: Inform (200). The following events are true:6 CONNECTION REQUESTJun 22 20:09:23 daemon.info cwmpd[335]: CWMP: SSL Status = SSL Connection Succeeded,TCP Status = TCP Connected,Authentication Type = BasicJun 22 20:09:23 daemon.info cwmpd[335]: CWMP: Inform Sent SuccessfullyJun 22 20:09:23 daemon.info dnsmasq[317]: using nameserver 71.242.0.12#53Jun 22 20:09:23 daemon.info dnsmasq[317]: using nameserver 71.252.0.12#53Jun 22 20:09:23 daemon.info dnsmasq[317]: reading /var/etc/resolv.confJun 22 20:09:21 daemon.info cwmpd[371]: CWMP: Connection request from ACS succeededJun 22 20:09:21 daemon.info cwmpd[371]: CWMP: Connection request from ACS succeededJun 22 20:09:20 daemon.info cwmpd[335]: CWMP: Final Http Return Code = 204Jun 22 20:09:20 daemon.info cwmpd[335]: CWMP: Inform (200). The following events are true:0 BOOTSTRAP,4 VALUE CHANGEJun 22 20:09:20 daemon.info cwmpd[335]: CWMP: SSL Status = SSL Connection Succeeded,TCP Status = TCP Connected,Authentication Type = BasicJun 22 20:09:20 daemon.info cwmpd[335]: CWMP: Inform Sent SuccessfullyJun 22 20:09:18 daemon.info cwmpd[335]: CWMP: Final Http Return Code = 204Jun 22 20:09:17 daemon.info cwmpd[335]: CWMP: Inform (200). The following events are true:6 CONNECTION REQUESTJun 22 20:09:17 daemon.info cwmpd[335]: CWMP: SSL Status = SSL Connection Succeeded,TCP Status = TCP Connected,Authentication Type = BasicJun 22 20:09:17 daemon.info cwmpd[335]: CWMP: Inform Sent SuccessfullyJun 22 20:09:13 daemon.info cwmpd[371]: CWMP: Connection request from ACS succeededJun 22 20:09:10 daemon.info cwmpd[335]: CWMP: Final Http Return Code = 204Jun 22 20:09:09 daemon.info cwmpd[335]: CWMP: Inform (200). The following events are true:0 BOOTSTRAP,1 BOOT,4 VALUE CHANGEJun 22 20:09:09 daemon.info cwmpd[335]: CWMP: SSL Status = SSL Connection Succeeded,TCP Status = TCP Connected,Authentication Type = BasicJun 22 20:09:09 daemon.info cwmpd[335]: CWMP: Inform Sent SuccessfullyJun 22 20:09:05 daemon.err cwmpd[370]: cwmpDDNSCallback: Result of DDNS Update (ipupdate_once) ->3

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