MYSTERY MODEM issues!

[awhellno]

My internet situation should have a reality TV series. 

And my modem is magical! Apparently........ it's a mystery!! A mystery no one can solve. 

I actually have a document with all of my Verizon internet issues since 2012. 

That was not a typo. 2012!!!!!!!

I've spent countless hours chatting with agents, both on the phone and on the computer. It took at least 12 hours worth of chats, and a new modem (which didn't do anything) but I finally got Verizon to send a technician to my house. Guess what he found. 

Nothing.

He ran tests on my line, and then the next time my internet went out, I called him and he ran tests remotely again. He found nothing wrong. And he had no idea what to tell me as far as my issues go. So now what? I just deal with it?

I'm not calling to chat again, to have someone give me the same runaround I've done 473829374 times:
Are you typing the right password into your modem?
Are there any filters between your phone jack and the modem?
Are there any filters anywhere in your house?

Can you take your computer from all the way across the house, disassemble it, and connect it directly to the modem?

Can you go into your modem settings and retype the password just to be sure?

Have you rebooted your computer and modem? 

My internet constantly randomly goes out, all different times of the day, sometimes once a day, sometimes once a week.

Sometimes the internet light stays on and it reconnects by itself. Sometimes the light goes out and stays out.

When I reboot the modem everything is fine. But I want to know why I am losing my connection in the first place. Why must I reboot all of the time like this?

I work from home, and am a student taking online classes. I have been a Verizon customer for at least 15 years. If I'm paying for service, I expect to get what I'm paying for. 

[Telcoguru]

Post your modems SNR readings for your download and upload.

[awhellno]

I'm sorry but.... I have absolutely no idea what that means.

If this posts under a different user name, it's because I kept getting errors and sign-in issues when I tried to log in, even though it seemed to work last night. 

[gs0b]

FYI, you're talking to customers here.

Login to your modem and go the the connection status page.  You'll find the SNR (signal-to-noise) readings for both downstream and upstream data.  Some of the folks who hang out here can tell you if the SNR readings are good, bad or marginal.

Enjoy.

[awhellno]

Thanks, I know it's customers.

How do I log into my modem? Is this where I go to 198.162.1.1? I tried that yesterday and tried all the numbers on the back of the modem, various combinations of "admin" and "password" and I couldn't log in to it 😞

[smith6612]

Usually the modems are set to use admin/admin . Worst case, you might need to factory reset your modem which will then default it all to admin / password for you to change.

[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 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?

[awhellno]

Thank you so much for your response, dslr595148......

For the record... I haven't been back because whenever I come here and try to post, I get this error message.

I have to go back, try to sign in, refresh, open new tabs, stand on one foot, jump around in a circle while patting my head and rubbing my stomach, and then... sometimes I can log in. But usually I just get this message over and over and I give up. Verizon seriously needs to get their crap together.

My modem is a Dlink. I can try and get the info tomorrow. If I don't go Office Space on it first.

Here is what I get from the giganews site, if it is at all helpful? 🙂 

traceroute to 108.18.***** (108.18.*****), 30 hops max, 60 byte packets
1 216.166.98.3 (216.166.98.3) 17 ms 17 ms 216.166.98.2 (216.166.98.2) 22 ms
2 216.166.96.142 (216.166.96.142) 0 ms 216.166.96.136 (216.166.96.136) 0 ms 216.166.96.142 (216.166.96.142) 0 ms
3 ash-b1-link.telia.net (62.115.42.153) 0 ms ash-b2-link.telia.net (62.115.44.181) 0 ms ash-b1-link.telia.net (62.115.42.153) 0 ms
4 ash-b1-link.telia.net (213.155.130.88) 0 ms xe-1-0-0.GW11.IAD8.ALTER.NET (204.148.11.137) 0 ms ash-b1-link.telia.net (213.155.137.222) 0 ms
5 xe-1-0-0.GW11.IAD8.ALTER.NET (204.148.11.137) 0 ms 0 ms *
6 * * *
7 * P0-0.WASHDC-ARTNVAAR-ERXG04.verizon-gni.net (130.81.197.53) 3 ms *
8 * * *
9 * * *
10 * * *

 (then it said "maximum number of unresponsive hops reached....)

[ElizabethS]

Have you cleared your cache? And if that didn't work, have you tried a second browser?

[awhellno]

I only have one browser (Safari) and I am the only one using it. Would I still need to clear my cache for this one website or for everything? Even without having done that, sometimes I'm able to get in... eventually?