Intermittent DSL outages

[warpick]

For the last couple of months I have had my DSL service cutting in and out. When it first started I would go through the powering on and off of everything and calling in to Customer Service. After awhile it starts working again. At one point I got them to admit that it was a problem with their server in my area saying there were too many people plugged into it. Supposedly they fixed it, but the problem still exists. Now I just sit and wait and sure enough it starts working again on its own. I was curious if anyone else had a similar problem and if they had any luck resolving it.

[dslr595148]

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 see

---

    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 brand and model of your 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?

[trachties]

Same here for years. Each time service claims a different cause. Rebooting the modem helps but only for short periods. We have been through 4 modems in 5 yrs. Hopefully a better solution can be had for both of us.

[JOSEm441]

dslr595148 's gives excellent advise above! I went through a similar scenario with DSL. A direct line was run for my DSL (eliminating the need for phone filters), the line from the pole to my home was replaced, the modem was upgraded to a 7500 (used to have 6100F). Thanks to the experts here I found out I am  ~ 3 miles from the central office and the fact that some of the copper line from my house  could be as old as 25 + years old was the root cause.

Bottom line I was upgraded to FIOS 3/1 plan and it has been rock solid for almost 1 year (fingers crossed)

[RCPD732]

I have gone so far as to file an FCC complaint (waiting for others to join in!) regarding this issue and Verizon doing nothing to fix the issue.  They sent a guy out to "work" on it but made the service WORSE!  Their solution was to throttle back my speeds making my expensive high dollar DSL slower than dail-up!

I tried to call them back to ask them to put it back how they had it and they won't return my calls!!!

[LawrenceC]

---

@RCPD732 wrote:

I tried to call them back to ask them to put it back how they had it and they won't return my calls!!!

---

Hi RCPD732,

You still have an open Private Support Case that is awaiting a response from you.  Have to tried to follow up on this in your support case?

[tomchrz]

I have been experiencing the same.  Now I get messages suggesting that I upgrade to the more expensive FIOS than DSL  Makes you wonder if Verizon is ignoring DSL performance (or causing it) to motivate you to make the move to FIOS.  If the DSL performance is not returned, I will make the move,however the move will NOT be to Verirzon.

[JOSEm441]

Tomchrz, I have a FIOS plan that is only $5 more per month that the lowest tier of DSL. You may want to look into Verizon's 3/1 Mb/s plan ( I get ~4.5/4 Mb/s consistently) . NOTE last time I looked; thie offer was not posted in any obvious section of this website

[apg4]

Same story - same outcome...which is to say, no resolution and continuing crappy service.

Internet accessibility and connection speed has been steadily decreasing.  Multiple calls to Verizon tech "help".  Multiple visits by techs: one climbed the pole swapped out the twisted pair to the nearest node, another swapped out a Westel for a D-Link modem. Nothing has worked.  Indeed, things have only gotten worse.  Escalated the trouble ticket today and even asked for a refund.  (I've been paying for 3 MPS connectivity for three years, but Verizon is barely able to provide download of .46 MPS and an upload of .13 MPS.  That's tin-can-and-string speed....)  When the second tier technician (who answered after being on hold for 30 minutes) swittched me over to billing today, the person tried to "upsell" my service!  And I'm paying over a hundred bucks a month for what I got, which is to say, not much.

Conflicting info between one tech and the next.  The only thing that works - for a very short time - is the ol' "one finger salute," which is to say turn off the modem and reboot it.

The only good thing that happened during several hours of exasperation this morning is a pop-up add for another ISP appeared during a speed test.  Several times Verizon's speed for less than one third the price.

[apg4]

RCPD732 wrote:

>I have gone so far as to file an FCC complaint (waiting for others to join in!) regarding this issue and Verizon doing nothing to >fix the issue.  They sent a guy out to "work" on it but made the service WORSE!  Their solution was to throttle back my >speeds making my expensive high dollar DSL slower than dail-up!

I'll join!  That's exactly what has been happening here....  Post a link or something.  But it is clearly time to search out other, much more stable, reliable  - and far less expensive -   ISPs.