Horrible DSL Problems

[ProgenitusRH]

I am currently on the 768 DSL from Verizon, and service has dramatically decreased over this past weekend. I've been on the phone with tech support several times and all they tell me is that speeds are fine and things look OK on their end. And that I should "wait it out". I am currently using a Westell Model 327w (modem/router combo) on the latest firmware. The connection speed itself is fine according do the verizon speedtest and speedtest.net, but on the ping test, it fails horribly. Just to give you an idea, I just ran it and heres the readings from Pingtest.net from a Brooklyn server......

Line test: F

Ping: 765

Jitter: 340

Sometimes, its so bad I cant even get past the ping part of the test. WTH is going on? I havent changed any settings and everything was working fine last week!

I also did a ping test (TRACERT) from Command Prompt to www.verizon.net, here are the results:

1 <1 ms <1ms <1ms                                       dslrouter (192.168.1.1)

2 2004 ms 1944ms 2204ms                         10.32.181.1

3 1414ms 1335ms 1406ms                          130.81.136.216

4. 295ms 476ms 208ms                                so-7-2-0-0.NY325-bb-rtr1.verizon-gni.net 130.81.28.52

5  219ms 79ms 97ms                                    po1.ctn-border1.vzlink.com 206.46.225.85

6  166ms 134ms 206ms                                po121.ctn-core1.vzlink.com 206.46.225.18

7  113ms 65ms 66ms                                     206.46.228.130

8  708ms 961ms 1163ms                              206.46.232.39

Trace Complete.

Also, on serveral occasions ill get a "request timed out" for all or some of the IPs. Any help is appreciated. thanks!

[Hubrisnxs]

man you need to get on the horn with those guys again,  at no time should your gateway ping be like 2 bazillion ms.

that is insanity. 

Oh and do the trace from YOUR pc.   don't use a website for that.    it could have different paths.   

[ProgenitusRH]

Trust me man, I've tried, they keep telling me they are doin all they can and will get back to me in a couple of days. I can barely do anything with this connection. what in the world should I be telling them? i tried telling them ping is really high they just ignore it.

I dont understand what you mean by trace from my pc...

[Hubrisnxs]

when I say trace from your PC, I would want you to open a DOS window and send the traceroute through your own machine, out your router to the known free world.     so basically click on start    then run   (if it's vista or 7 it may say search)   then type CMD and hit enter.   you should get a black DOS window

type in tracert 4.2.2.2 and hit enter. and then use that info.     Call them back and let them know that you could understand if it was general or mild latency in the 1-200 ms range, but this is in the thousands and they originate at the first hop or the gateway.    that gateway is their responsibility, and if it's excessive then they need to help out.    no responsible ISP can expect to sell service with 400ms ping times or WORSE.

be patient though, because front line support receives literally no training on traceroutes and latency.   they are trained "is it getting good speeds"  then you're good.

but in the case where it's excessive like yours, then you need to escelate.    once it gets to the right supervisor or the (real) tier II  department, then it should be looked at better,  but you have to get past the front line guys.  

[Hubrisnxs]

sorry,  originally it looked like you traced from only that website, now I see that you did it from your PC too. 

[ProgenitusRH]

Thank you for the help, I just didnt know what IP to ping. but yeah I will post the results here and then call verizon.. so im just asking for a tier 2 technician im assuming. I will reply with what they tell me. Thank you so much for all your help so far Hybrisnxs

Tracing route to vnsc-bak.sys.gtei.net [4.2.2.2]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms                      192.168.1.1
  2   988 ms  1104 ms   839 ms               10.32.181.1
  3    16 ms    78 ms    15 ms                     130.81.136.216
  4    17 ms    15 ms    16 ms                       so-7-2-0-0.NY325-BB-RTR1.verizon-gni.net [130.81.28.52]
  5    19 ms    18 ms    18 ms                      0.so-0-0-0.XL3.NYC4.ALTER.NET [152.63.1.41]
  6    16 ms    18 ms    18 ms                      0.ae3.BR2.NYC4.ALTER.NET [152.63.3.110]
  7    17 ms    20 ms    15 ms                       te-11-3-0.edge2.NewYork2.level3.net [4.68.110.105]
  8    16 ms    18 ms    18 ms                       vlan52.ebr2.NewYork2.Level3.net [4.69.138.254]
  9    16 ms    18 ms    17 ms                        ae-6-6.ebr2.NewYork1.Level3.net [4.69.141.21]
 10    21 ms    17 ms    17 ms                       ae-62-62.csw1.NewYork1.Level3.net [4.69.148.34]

so, i am assuming from this, that starting from10.32.181.1, that is beyond my control and therefore is from their side?

[ProgenitusRH]

they cant even get me to a technician before they try to fix things on their end the rep said. what kinda crap is this?

[ProgenitusRH]

ok so again i was asked to wait a couple of days to see what happened after a crapload of line tests that the guy i was on the phone yesterday with already did. The rep explained that there could be outages in my area, but after further checking, she stated that there were none near or in my area. then she proceeded to tell me that outages would affect my service. Uh... thanks? I don't quite understand how these people work.

[dslr595148]

I am not sure, but maybe this is what the issue is

http://stopthecap.com/2010/08/16/customers-accuse-verizon-of-optimizing-down-dsl-speeds-to-reduce-ex...

[ProgenitusRH]

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@dslr595148 wrote:

I am not sure, but maybe this is what the issue is

http://stopthecap.com/2010/08/16/customers-accuse-verizon-of-optimizing-down-dsl-speeds-to-reduce-ex...

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Thanks, thats what it seems like it is. I've posted in those forums... but I would still like help here. Any other info you guys can derive from what I posted? I dont know too much about internet connectivity.