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I have come to the conclusion that either Verizon technicians can not use deductive reasoning for troubleshooting and/or don't really care...
Symptoms: about 9 or 10 PM PST several nights a week my 20/5 FiOS connection goes to less than 4 Mbps and by morning it is back to normal. So I contact support the first time and they send a tech who says that the phone tech was totally wrong and there was nothing wrong with my connection because he is here at noon PST oh wait is that close to 9 PM? So of course it is fine. But he replaces my Verizon Router just incase it might be causing problems.
Contact live chat customer support next time it happens and I have screen shots of speakeasy.net speed tests to all their locations, FiOS Speed Test results, TraceRT's to show where it was slowing down and the first thing they do is verify my phone number so if we are disconnected during my chat session the can contact me. Once again they don't want any history they start looking at my current connection and try to troubleshoot a situation that doesn't exist because once again I am guessing that noon is very close to 9 PM... Then he tells me that my problem is my Verizon Router and that I need to reset it to Factory settings and try again. I tell him that that is funny because the problem occurs when support is closed and so I have to troubleshoot this myself and hopefully find someone that will actually listen to me. He says that he will not do anything else until I factory reset my router so I do. Guess what that breaks my chat connection with him and wait for it.... he doesn't call me back.
When my router was restored I received a survey for the completed support call... I told them that if I couldn't find someone that had the capability of troubleshooting this with me that I might have to investigate other avenues of and ISP when my contract is up in 1 month. Do you think I heard a single word back? For gosh sake my DSL connection was more reliable than this... and in the evenings faster.
Conclusion: Verizon provides very good internet service with the exception of night time and they really don't care about it when they are closed so nobody can get to them...
So my question to the forums is this the policy of Verizon? As long a support is closed nothing matters? Is there a technician that is capable of reading speed tests, tracert's and such to help analyze the issue and work with me on how to make this better or is it a "We don't see a problem".
Thanks
Bret
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Let us try to help instead. 🙂
#1 What is the brand, model, and ver of this Verizon router?
For example Actiontec, MI-424-WI
#2 Is it a wireless router?
#3 If it is a wireless router, is wireless in the router turned on?
#4 If wireless in the router is turned on, what level of wireless security is it set to?
#5 Please show us a sample trace route to the same server:
a) For the daytime.
b) For nightime.
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I think dslr is on the right path.
Along those lines. next time it happens log onto your router and look at the connections.
One possible cause is that someone is hijacking your wireless at night and doing some heavy downloading..
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#1 What is the brand, model, and ver of this Verizon router?
Actiontec, MI424-WR Rev E
#2 Is it a wireless router? It has wireless capability but turned off
#3 If it is a wireless router, is wireless in the router turned on? It has Wireless capablitiy but turned off
#4 If wireless in the router is turned on, what level of wireless security is it set to? N/A
#5 Please show us a sample trace route to the same server: (let me warn you since I have screen shots I am hand typing the routes...
a) For the daytime.
Tracert to www.yahoo.com at 3:40 PM 2/17/2010
1 2 ms 1 ms 1 ms 192.168.1.1
2 5 ms 5 ms 6 ms L100.STTLWA-VFTTP-20.verizon-gni.net [71.121.232.1]
3 6 ms 5 ms 7 ms G14-0-8-220.STTLWA-LCR-02.verizon-gni.net [184.19.242.70]
4 8 ms 8 ms 8 ms so-6-0-0-0.SEA01-BB-RTR2.verizon-gni.net [130.81.28.166]
5 27 ms 26 ms 28 ms ge-3-2-0-0.SJC01-BB-RTR2.verizon-gni.net [130.81.17.56]
6 28 ms 28 ms 28 ms 130.81.17.231
7 27 ms 27 ms 27 ms 130.81.14.86
8 28 ms 28 ms 27 ms ae0-p220.msr1.sk1.yahoo.com [216.115.106.137]
9 28 ms 28 ms 27 ms te-9-1.bas-k1.sk1.yahoo.com [68.180.160.13]
10 28 ms 28 ms 65 ms ir1.fp.vip.sk1.yahoo.com [72.30.2.43]
Tracert to www.amazon.com at 3:42 PM 2/17/2010
1 1 ms 1 ms 1 ms 192.168.1.1
2 5 ms 6 ms 5 ms L100.STTLWA-VFTTP-20.verizon-gni.net [71.121.232.1]
3 7 ms 6 ms 6 ms G14-0-8-120.STTLWA-LCR-01.verizon-gni.net [184.19.242.30]
4 7 ms 8 ms 9 ms so-6-0-0-0.SEA01-BB-RTR1.verizon-gni.net [130.81.28.164]
5 9 ms 9 ms 9 ms 0.so-7-1-0.XT1.SEA7.ALTER.NET [152.63.105.57]
6 7 ms 7 ms 8 ms 0.so-6-0-0.BR1.SEA7.ALTER.NET [152.63.105.113]
7 9 ms 9 ms 9 ms 204.255.169.74
8 91 ms 11 ms 92 ms as-1.r20.nycmny01.us.bb.gin.ntt.net [129.250.3.191]
9 96 ms 26 ms 95 ms ae-0.r21.nycmny01.us.bb.gin.ntt.net [129.250.2.26]
10 93 ms 98 ms 96 ms as-0.r20.asbnva02.us.bb.gin.ntt.net [129.250.2.9]
11 93 ms 96 ms 97 ms po-3.r05.asbnva01.us.bb.gin.ntt.net [129.250.2.87]
12 * * * Request timed out.
b) For nightime.
Tracert to www.yahoo.com at 10:04 PM 2/3/2010
1 3 ms 6 ms 6 ms 192.168.1.1
2 49 ms 54 ms 59 ms L100.STTLWA-VFTTP-20.verizon-gni.net [71.121.232.1]
3 153 ms 197 ms 234 ms G14-0-8-120.STTLWA-LCR-01.verizon-gni.net [184.19.242.30]
4 426 ms 478 ms 564 ms so-6-0-0-0.SEA01-BB-RTR1.verizon-gni.net [130.81.28.164]
5 495 ms 468 ms 544 ms so-7-2-0-0.SJC01-BB-RTR1.verizon-gni.net [130.81.19.4]
6 613 ms 619 ms 608 ms 130.81.17.229
7 577 ms 591 ms 589 ms 130.81.14.86
8 573 ms 605 ms 590 ms UNKNOWN-216-115-107-57.yahoo.com [216.115.107.57]
9 614 ms 625 ms 617 ms te-8-1.bas-a1.sp1.yahoo.com [209.131.32.19]
10 566 ms 598 ms 613 ms fi.www.vip.sp1.yahoo.com [209.131.36.158]
Tracert to www.amazon.com at 10:06 PM 2/3/2010
1 3 ms 3 ms 4 ms 192.168.1.1
2 624 ms 562 ms 506 ms L100.STTLWA-VFTTP-20.verizon-gni.net [71.121.232.1]
3 553 ms 552 ms 613 ms G14-0-8-220.STTLWA-LCR-02.verizon-gni.net [184.19.242.70]
4 624 ms 581 ms 608 ms so-6-0-0-0.SEA01-BB-RTR2.verizon-gni.net [130.81.28.166]
5 564 ms 556 ms 529 ms 0.so-7-1-0.XT2.SEA7.ALTER.NET [152.63.105.61]
6 570 ms 592 ms 605 ms 0.so-7-0-0.BR1.SEA7.ALTER.NET [152.63.105.117]
7 546 ms 536 ms 559 ms 204.255.169.74
8 636 ms 678 ms 574 ms ae-0.r20.sttlwa01.us.bb.gin.ntt.net [129.250.2.53]
9 683 ms 616 ms 558 ms as-4.r20.snjsca04.us.bb.gin.ntt.net [129.250.4.141]
10 614 ms 666 ms 684 ms as-0.r20.asbnva02.us.bb.gin.ntt.net [129.250.2.9]
11 * 708 ms * po-4.r05.asbnva01.us.bb.gin.ntt.net [129.250.2.99]
12 * * * Request timed out.
and the FiOS Speed Test (located at http://www2.verizon.net/micro/speedtest/java/#) as they say it is state of the art fiber analyzer...
for West Region
2/17/2010 at 4:12 PM
Your download
speed is:
18.578 Mbps
Your upload
speed is:
2.717 Mbps
and then 2/3/2010 at 9:54 PM
Your download
speed is:
1.777 Mbps
Your upload
speed is:
0.205 Mbps
If I am missing something please help out our if I can gather additional data please let me know... I try to screen shot because it does not allow type overs instead of capturing to a file... The ones that show todays date were copies out of the command window and/or off the FiOS test screen and the ones that were for the 3rd I typed from a screen shot so forgive me if I made a mistake.
Thanks for any help I just want this fixed but am loosing hope...
Bret
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1. Are you running these tests over a wireless connection between your PC and router?
2. If you are running these test over a hardwired connection to your router, have you tried to disable your wireless portion of your router, and then run the test?
3. Someone could be connecting to your wireless router and taking all your bandwidth.
4. If you are running over wireless check your security settings if connecting your pc directly to you router fixes this.
5. When this happens log into your router and see how many devices show up, and if there are any you do not recongnize.
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I believe that questions 2, 3 and 4 should answer all of your questions. It may be a little hard to kidnap my wireless signal... since it is turned off.
#2 Is it a wireless router? It has wireless capability but turned off
#3 If it is a wireless router, is wireless in the router turned on? It has Wireless capablitiy but turned off
#4 If wireless in the router is turned on, what level of wireless security is it set to? N/A
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Let me also add that I have had more appropriate questions in the forums then I have had on the phone... Going to give eveyone thus far Kudo points because I know how wireless signals get kidnapped... thus I don't have to use it so I turn them off.
Thanks
Bret
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@Bret wrote:Let me also add that I have had more appropriate questions in the forums then I have had on the phone... Going to give eveyone thus far Kudo points because I know how wireless signals get kidnapped... thus I don't have to use it so I turn them off.
Thanks
Bret
Sorry to see what is happening. But it looks like there is a GIANT bottleneck in Seattle Washington. Isn't that area going to Frontier Comunications?
Strange but when I hit your location from here it smokes.
NeoTrace Trace Version 3.25 - TRIAL Results
Target: 71.121.232.1
Date: 2/17/2010 (Wednesday), 9:43:27 PM
Nodes: 11
Node Data
Node Net Reg IP Address Location Node Name
1 - - 192.168.1.201 39.171N, 77.273W HOMENET1
2 1 - 192.168.1.1 Unknown
3 2 - 10.1.41.90 Unknown
4 3 1 130.81.110.140 WASHINGTON D.C. g15-0-6-292.washdc-lcr-02.verizon-gni.net
5 3 1 130.81.29.218 38.961N, 77.339W so-3-0-0-0.res-bb-rtr2.verizon-gni.net
6 3 1 130.81.19.50 38.961N, 77.339W so-7-0-0-0.lcc1-res-bb-rtr1-re1.verizon-gni.net
7 3 1 130.81.19.109 Chicago so-4-0-0-0.chi01-bb-rtr1.verizon-gni.net
8 3 1 130.81.17.65 Chicago ge-5-3-0-0.chi01-bb-rtr2.verizon-gni.net
9 3 1 130.81.17.55 Seattle ge-4-0-0-0.sea01-bb-rtr2.verizon-gni.net
10 3 1 130.81.28.167 Seattle p11-0.sttlwa-lcr-02.verizon-gni.net
11 4 1 71.121.232.1 Seattle l100.sttlwa-vfttp-20.verizon-gni.net