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FiOS night time speed issues
Bret
Enthusiast - Level 2
‎02-17-2010 10:46 AM

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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Re: FiOS night time speed issues
dslr595148
Community Leader
Community Leader
‎02-17-2010 12:54 PM

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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Re: FiOS night time speed issues
mleduc35651
Contributor - Level 2
‎02-17-2010 01:30 PM

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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Re: FiOS night time speed issues
Bret
Enthusiast - Level 2
‎02-17-2010 04:16 PM

#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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Re: FiOS night time speed issues
prisaz
Legend
‎02-17-2010 04:45 PM

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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Re: FiOS night time speed issues
Bret
Enthusiast - Level 2
‎02-17-2010 04:53 PM

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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Re: FiOS night time speed issues
Bret
Enthusiast - Level 2
‎02-17-2010 05:06 PM

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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Re: FiOS night time speed issues
prisaz
Legend
‎02-17-2010 06:48 PM
@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