Extreme drop in download speed every night (10PM - 11PM)
tireyjp
Newbie

I have been experiencing an extreme drop in my download speeds every night around the exact same time. I have been on the phone with support mutiple times, with little to no help at all. They refuse to connect me directly with a network specialist that may actually know what is going on. Tonight they decided to tell me it is likely my computer, even though the problem only happens during a specific time at night. Also, the last tech that was at my house mentioned that he had just come from someone's house complaining about the exact same issue.  I'm running out of ideas, and really don't want to switch to Time Warner, but it is quickly becoming my only option.

Symptoms:

  • Speeds are as expected through out the day.
  • Every night between 10PM and 11PM download speeds drop to < 9 M/ps (frequently much lower)
  • Problem exist on every item in my house (desktop, laptop, PS3, Apple TV, iPad)

Trouble shooting steps:

  • Have had router replaced
  • Have had main junction box replaced
  • Have turned off all equipment except desktop, which is using a wired connection to the router
  • Have turned off desktop, and connected laptop to the router through a wired connection
  • Have run the optimizer tool on practically every call I have made (> 10 times) (even though problem isn't specific to the computer)
  • Have had box and router reset during every single tech support call

Here are the results of some of my speed test tonight:

2013-10-11  8:05 PM CST

Checking for Middleboxes . . . . . . . . . . . . . . . . . . Done

SendBufferSize set to [261360]

running 10s outbound test (client to server) . . . . . 27.60Mb/s

running 10s inbound test (server to client) . . . . . . 29.06Mb/s

2013-10-11 9:30 PM CST

running 10s outbound test (client to server) . . . . . 30.68Mb/s

running 10s inbound test (server to client) . . . . . . 7.93Mb/s

2013-10-11 10:05 PM CST

running 10s outbound test (client to server) . . . . . 32.03Mb/s

running 10s inbound test (server to client) . . . . . . 3.62Mb/s

2013-10-11 10:30 PM CST

running 10s outbound test (client to server) . . . . . 30.19Mb/s

running 10s inbound test (server to client) . . . . . . 4.97Mb/

2013-10-11 11:05 PM CST

running 10s outbound test (client to server) . . . . . 22.34Mb/s

running 10s inbound test (server to client) . . . . . . 11.25Mb/

2013-10-11 11:35 PM CST

running 10s outbound test (client to server) . . . . . 31.29Mb/s
running 10s inbound test (server to client) . . . . . . 29.61Mb/s

 

What in the world do I need to do to have someone actuallly take this seriously and fix the issue? Speaking to someone with the expertise to understand what is going on seems impossible. I have requested multiple times to be transfered to a specialist, and am also told they can't do that.

 

It is pretty obvious to me, especially afer the tech told me of another users was having the same issue, that this is a Verizon problem and not something wrong on my end. My internet is basically useless during the times that I actually need to use it (runs great during the day while I'm at work). 

 

Is it really that difficult to have someone deviate from their support script and actually look into the problem? It would probably just take a support person to remote into the CO during the slow down to see that something is wrong.

 

I'm at a loss and extremely frustrated. I don't pay $150 /month (TV and Internet) for a service that doesn't work when I want to use it....

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Re: Extreme drop in download speed every night (10PM - 11PM)
ArmchairAllstar

I just responded to another post with a similar issue.  I'm not sure if mine speeds up in the day but my download speeds are like yours at night.  I can transfer to a local NAS at 45 Mbps so I know it's not my computer or local router.  I'm running through the steps with techsupport chat now but I'm doubting they have the expertise to locate the issue.

Edit: And he just reset my router to factory defaults without asking first.  Obviously it did not fix the problem and now I have much reconfiguring of port forwards to do.

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Re: Extreme drop in download speed every night (10PM - 11PM)
tireyjp
Newbie
Tech support has been pretty much useless for me so far. I have called countless times, and each time I have to go through all of the initial troubleshooting steps before they give up and contact a network analyst, which they refuse to let me communicate with directly. Then the network analyst tries to just blame it on my computer, even though my troubleshooting steps have proven it has nothing to do with my PC (happens to all devices in my house). The few times I have been able to talk them into sending someone to the central office to look for issues, I get a text first thing in the morning saying my ticket has been closed. Obviously they never did anything, as the problem is still there.

I'm currently in the process of looking for a new ISP, because I see no desire from Verizon to truly look into my issue. They prefer to just shrug and blame it on my PC.

ArmchairAllstar, in case of the small chance that we are being affected by the exact same problem, I'm in the North Dallas, TX area.
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Re: Extreme drop in download speed every night (10PM - 11PM)
kskillins
Newbie

I am in NJ and i get the same issue - has been happening for 2 years.  I gave up using the internet until recently and now I am working with a local tech to fix it.  

They put me on a temporary cross connect to see if it was my PON.  Turns out no - tech says it is in the Central Office.  Sadly - they haven't returned me to my original PON so my 50 down speed maxes out at 29 when my speed is good, but gets nice and low (under 4 down) at night.  They also haven't put in the ticket to really fix it yet - waiting on it now for a week - i will be asking for a refund.

Tech support won't help.  They put you through the ringer over and over.  You need to find a tech to help you escelate the issue.  It is the only way.  Get them to your place to do what they need to, and then keep in contact with the tech - they are the only ones that care.  

I am on my 4th router, i have had 3 techs here, had my lines replaced, had my ONT replaced as well.  Nothing fixed the issue.  Verizon doesn't seem to want to fix anything - they just want their money.  Sadly - i don't have any other ISP options in my area that offer speeds anywhere similar for the same price - but then again i don't get the speeds i pay for.  

Best of luck to us.  

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Re: Extreme drop in download speed every night (10PM - 11PM)
tireyjp
Newbie

Several weeks later, and Verizon still refuses to admit there is a problem or even attempt to do anything to solve the issue.Internet is flawless except at night (when I actually need to use it). Here is my current trace route to google.com. As can be seen from these pings, my internet is pretty much unuseable at the moment (took several tries to actually make this post).

C:\Users\tireyjp>tracert google.com

Tracing route to google.com [173.194.46.3]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms Wireless_Broadband_Router.home [192.168.1.1]
2 766 ms 519 ms 330 ms L100.DLLSTX-VFTTP-96.verizon-gni.net [173.71.57.
1]
3 335 ms 312 ms 338 ms G0-3-2-5.DLLSTX-LCR-22.verizon-gni.net [130.81.1
38.192]
4 378 ms 383 ms 356 ms so-4-1-0-0.DFW9-BB-RTR2.verizon-gni.net [130.81.
151.244]
5 408 ms 356 ms 353 ms 0.ae3.XL4.DFW7.ALTER.NET [152.63.3.233]
6 289 ms 298 ms 320 ms TenGigE0-5-2-0.GW4.DFW13.ALTER.NET [152.63.101.6
6]
7 220 ms 198 ms 195 ms google-gw.customer.alter.net [152.179.51.26]
8 162 ms * 219 ms 72.14.233.85
9 218 ms 205 ms 215 ms 209.85.240.79
10 229 ms 224 ms 201 ms dfw06s27-in-f3.1e100.net [173.194.46.3]

Trace complete.

C:\Users\tireyjp>

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Re: Extreme drop in download speed every night (10PM - 11PM)
KaLin
Khoros Partner
Khoros Partner

tireyjp

 

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases".  You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information.  This should be checked on a frequent basis  as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

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Re: Extreme drop in download speed every night (10PM - 11PM)
Verizon_Support
Customer Service Rep

Hi again, tireyjp! We're glad we could finally come to a solution for you and to have saved you as a customer.

If you ever have another issue, please let us know!

Best,

Art

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Re: Extreme drop in download speed every night (10PM - 11PM)
Engee1
Newbie

I have the excaxt smae issue and nobody at verizon seems interested in solving it. In my case speed drop happens every evening at 630pm and speed is back to normal at about 800am. NO tech has visited my house - tickets are opened and cancelled / closed each morning by the system. I was told by one tech that every evening the servers fail over or roll over the service to a diffreent set of servers and may be the provisioning in the roll over server is wrong and they will fix it - no luck so far. I am so frustrated and am considering switching from Verzon.

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Re: Extreme drop in download speed every night (10PM - 11PM)
Engee1
Newbie

they could be doing data throttling - 

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Re: Extreme drop in download speed every night (10PM - 11PM)
optivity
Contributor - Level 3

Sounds like Verizon may be doing some maintenance during that time which is slowing your network connection.

Not that they will admit this.

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