Modem Keeps Dropping Connection from 10PM ~ 2AM
Crimsonite
Newbie
WEB100 Enabled Statistics:
Checking for Middleboxes . . . . . . . . . . . . . . . . . .  Done
checking for firewalls . . . . . . . . . . . . . . . . . . .  Done
running 10s outbound test (client-to-server [C2S]) . . . . . 891.0kb/s
running 10s inbound test (server-to-client [S2C]) . . . . . . 9.46Mb/s

	------  Client System Details  ------
OS data: Name = Windows 7, Architecture = x86, Version = 6.1
Java data: Vendor = Oracle Corporation, Version = 1.8.0_25

	------  Web100 Detailed Analysis  ------
Cable modem/DSL/T1 link found.
Link set to Full Duplex mode
No network congestion discovered.
Good network cable(s) found
Normal duplex operation found.

Web100 reports the Round trip time = 52.93 msec; the Packet size = 1460 Bytes; and 
No packet loss - but packets arrived out-of-order 0.05% of the time
S2C throughput test: Packet queuing detected: 70.50%
This connection is receiver limited 44.83% of the time.
This connection is sender limited 54.13% of the time.
This connection is network limited 1.04% of the time.
__________________________________________________________________________________

SNR Downstream :6 dB
SNR Upstream :9 dB
Attenuation Downstream :41 dB
Attenuation Upstream :21 dB
Power Downstream21 dBm
Power Upstream

12.2 dBm

__________________________________________________________________________________


Disconnects began at 10PM PST, modem drops connection every 10 minutes non-stop. I managed to grab the Network Diagnostic Test on Verizon's site. It's now 12:04AM at the time of posting this. My work schedule is 5PM ~ 2AM, work from home. I can't even work right now. 12:10AM it's gonna drop again.

I feel like talking to Verizon is getting nowhere. Anyone with the expertise could you please shine some light? Can you tell from the above information if my line is good? Seems like it is based on a couple comparisons I did, but the modem (less than 3 months old) keeps dropping...

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Re: Modem Keeps Dropping Connection from 10PM ~ 2AM
Verizon_Support
Customer Service Rep

Crimsonite,

Thanks for the detailed results you've posted.  We'd like the opportunity to investigate this issue and work on a resolution.  Please check your private messages when you get a chance for a link to chat privately with one of our technical experts.

~Eva

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Re: Modem Keeps Dropping Connection from 10PM ~ 2AM
pjsutton
Contributor - Level 2

An SNR of 6 is right on the cutoff of being stable.  I'm surprised with your attenuation of 41 that you appear to be at 10 Mbps (attenuation tells about how far you are from the Central Office).  I'd suggest going down to 7 Mbps to get the line stable.  (Decreasing the speed will increase your SNR - the higher, the better)

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Re: Modem Keeps Dropping Connection from 10PM ~ 2AM
Crimsonite
Newbie

Yea except Verizon already tried that, locked my profile @ 7.1Mbps and I was having the exact same problem. After that was fixed, I asked them to reprovision my line and put it back on 10Mbps because I've had it for 2 years stable without any issues.

Thing is, right after the agent put me back on 10Mbps I was still locked at 7.1Mbps, then she said the CO needed to change my equipment again because the one I was on can only handle up to 7.1Mbps. I waited about an hour then she called me back to confirm the speed change. It was fine on that very same day, which was Monday. On Tuesday the same disconnection problem started again, and got much worse on Wednesday. It became unuseable on Thursday from 10PM ~ 3AM, it was dropping every 10min for a while then every 5min, back and forth, until 3AM.

That is more than enough to tell that there is something wrong outside my house, from the CO, someone somewhere did something that screwed my line.

When I was on the 10Mbps before the service went to crap, the lowest speed I ever saw during peak hours was 7.4Mbps, but I was getting 8.5Mbps ~ 9Mbps during the day, everything was stable, low consistent ping and zero lags. Since Verizon locked me at 7.1Mbps I never saw anything above 6.4Mbps and it did not make it anymore stable than it was @ 10Mbps.

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Re: Modem Keeps Dropping Connection from 10PM ~ 2AM
Crimsonite
Newbie

Hi Eva,

I would like to have ASSIA Optimizer disabled on my line and never be turned back on again unless I request it.

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Re: Modem Keeps Dropping Connection from 10PM ~ 2AM
Crimsonite
Newbie
  • Jan 17th Saturday, started @ 9.4Mbps/920Kbps since 8AM, ping 15ms
  • 3:30PM first disconnect, speeds dropped to 8.6Mbps/890Kbps, ping 21ms
  • 5:30PM second disconnect, download increased to 8.7Mbps, ping 22ms
  • 6:30PM third disconnect, speeds dropped to 8.4Mbps/870Kbps, ping 20ms
  • 8:30PM fourth disconnect, speeds raised to 8.6Mbps/890Kbps, ping 91ms
  • 9:30PM fifth disconnect, speeds raised to 9.5Mbps/920Kbps, ping 87ms
  • 10:00PM sixth disconnect, speeds remained the same, ping 86ms
  • 10:05PM seventh disconnect, speeds dropped to 8.4Mbps/860Kbps, ping 89ms
  • 10:10PM eighth disconnect, speeds remained the same, ping 75ms
  • 10:15PM ninth disconnect, speeds raised to 8.6Mbps/910Kbps, ping 55ms
  • 10:20PM tenth disconnect, speeds raised to 8.8Mbps/920Kbps, ping 55ms
  • 10:25PM eleventh disconnect, speeds dropped to 8.2Mbps/840Kbps, ping 66ms
  • 10:30PM twelfth disconnect, speeds dropped to 7.8Mbps/810Kbps, ping 74ms
  • 10:35PM thirteenth disconnect, speeds raised to 8.8Mbps/920Kbps, ping 49ms

It's like these disconnections are scheduled.

This problem first began in Octorber 2014, took over a month for Verizon to get back to me. After locking my line on 7.1Mbps back in mid November 2014, the exact same problem continued without any bit of improvement. That was enough to determine that the speed has absolutely nothing to do with the issue.

Verizon just jam me back on another crowded port when they agreed to put me back on 10Mbps for testing on this past Monday.

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Re: Modem Keeps Dropping Connection from 10PM ~ 2AM
Crimsonite
Newbie
  • 11:00PM fourteenth disconnect, speeds remained the same, ping 54ms
  • 11:15PM fifteenth disconnect, speeds dropped to 8.5Mbps/890Kbps, ping 61ms
  • 11:30PM sixteenth disconnect, speeds raised to 8.8Mbps/910Kbps, ping 45ms
  • 12:00AM seventeenth disconnect, speeds remained the same, ping 54ms
  • 12:10AM eighteenth disconnect, speeds raised to 9.2Mbps/920Kbps, ping 49ms
  • 12:30AM ninteenth disconnect, speeds dropped to 8.9Mbps/890Kbps, ping 45ms
  • 01:00AM twentieth disconnect, speeds raised to 9.4Mbps/910Kbps, ping 35ms
  • 01:15AM twenty-first disconnect, speeds raised to 9.5Mbps/920Kbps, ping 33ms
  • 01:30AM twenty-second disconnect, speeds remained the same, ping 31ms
  • 02:15AM twenty-third disconnect, speeds dropped to 9.2Mbps/900Kbps, ping 44ms
  • 02:45AM twenty-fourth disconnect, speeds raised to 9.3Mbps/910Kbps, ping 30ms
  • 03:00AM twenty-fifth disconnect, speeds raised to 9.6Mbps/910Kbps, ping 21ms
  • 03:10AM twenty-sixth disconnect, speeds remained the same, ping 20ms
  • 03:15AM twenty-seventh disconnect, download dropped to 8.7Mbps, ping 15ms

When my line was locked @ 7.1Mbps and the same problem continued, it was doing the exact samething. In fact, even after speaking with Tori from Executive Appeals and she put me on 7.1Mbps it was much worse, the disconnections were ocurring throughout the entire day.

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Re: Modem Keeps Dropping Connection from 10PM ~ 2AM
Crimsonite
Newbie

Starting from 9AM, I've been unable to connect to Google, Youtube, and Netflix on all PC's and devices. All other sites work fine. I went to my cousin's house 3 blocks away from me, I can connect to all 3 sites just fine on my laptop and iPad. There is something wrong with Verizon's network.

Speed Test Results: 8.9Mbps/910Kbps, ping 21ms

First Disconnect occurred at 11AM, second time at 12PM

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Re: Modem Keeps Dropping Connection from 10PM ~ 2AM
Crimsonite
Newbie
  • 2:00PM third disconnect, speeds dropped to 8.2Mbps/860Kbps, ping 21ms
  • 2:15PM fourth disconnect, speeds raised to 8.6Mbps/890Kbps, ping 20ms
  • 2:30PM fifth disconnect, speeds raised to 8.7Mbps/910Kbps, ping 19ms
  • 3:05PM sixth disconnect, speeds dropped to 8.3Mbps/870Kbps, ping 22ms
  • 3:15PM seventh disconnect, speeds dropped to 8.0Mbps/820Kbps, ping 55ms
  • 3:45PM eighth disconnect, speeds raised to 8.4Mbps/860Kbps, ping 45ms
  • 4:00PM ninth disconnect, speeds remained the same, ping 35ms
  • 4:15PM tenth disconnect, speeds raised to 8.8Mbps/910Kbps, ping 42ms
  • 4:30PM eleventh disconnect, speeds remained the same, ping 45ms
  • 5:00PM twelfth disconnect, speeds dropped to 8.4Mbps/860Kbps, ping 60ms
  • 5:30PM thirteenth disconnect, speeds remained the same, ping 74ms
  • 5:45PM fourteenth disconnect, speeds raised to 8.6Mbps/870Kbps, ping 61ms
  • 6:05PM fifteenth disconnect, speeds dropped to 8.1Mbps/840Kbps, ping 72ms
  • 6:20PM sixteenth disconnect, speeds raised to 8.7Mbps/890Kbps, ping 57ms
  • 8:00PM seventeenth disconnect, speeds dropped to 8.0Mbps/880Kbps, ping 55ms
  • 8:15PM eighteenth disconnect, download dropped to 7.8Mbps upload raised to 930Kbps, ping 35ms
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Re: Modem Keeps Dropping Connection from 10PM ~ 2AM
Crimsonite
Newbie
  • 9:00PM ninteenth disconnect, speeds dropped to 7.8Mbps/890Kbps, ping 105ms
  • 9:30PM twentieth disconnect, download dropped to 6.7Mbps, ping 95ms
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