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Intermittent timeouts pinging external FIOS gateway (VZ says nothings wrong...)

Intermittent timeouts pinging external FIOS gateway (VZ says nothings wrong...)

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Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎03-29-2012

Intermittent timeouts pinging external FIOS gateway (VZ says nothings wrong...)

Message 1 of 19
(3,403 Views)

Hi all,

 

After several calls to Verizon they have forsaken me, telling me the problem is all in my head!

 

My setup:

 

MI424WR-GEN2

Firmware Version: 20.19.8

Win7 PC Directly cabled to the router above.

 

My Internet connection just drops. When I run a continuous ping to the external gateway, not the internal 192.168.x.x it randomly times out. When I look at the routers Advanced Status, "Full Status/System wide Monitoring of Connections," I see several  Receive Drops (41283) for the Ethernet connection. When I brought this to one of the the VZ tech's attention he laid into me saying he hated when people try to troubleshoot Verizon's network themselves and not to try.

 

Anyway, could the Receive Drops indicate an issue with the Ethernet cable? Here's the random timeouts when pinging the gatweway. The coax shows no drops, no errors.

 

Reply from 108.3.201.1: bytes=32 time=11ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126
Reply from 108.3.201.1: bytes=32 time=15ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Request timed out.
Request timed out.
Reply from 108.3.201.1: bytes=32 time=11ms TTL=126
Reply from 108.3.201.1: bytes=32 time=10ms TTL=126
Reply from 108.3.201.1: bytes=32 time=9ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Reply from 108.3.201.1: bytes=32 time=31ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Reply from 108.3.201.1: bytes=32 time=6ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Reply from 108.3.201.1: bytes=32 time=9ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Reply from 108.3.201.1: bytes=32 time=6ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Request timed out.
Request timed out.
Reply from 108.3.201.1: bytes=32 time=9ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126
Reply from 108.3.201.1: bytes=32 time=7ms TTL=126
Reply from 108.3.201.1: bytes=32 time=6ms TTL=126
Reply from 108.3.201.1: bytes=32 time=8ms TTL=126

 

 

18 REPLIES 18
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Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎03-29-2012

Re: Intermittent timeouts pinging external FIOS gateway (VZ says nothings wrong...)

Message 2 of 19
(3,388 Views)

Sorry, I forgot to add that I can ping the internal Ethernet interface, 192.168.x.x continuously without issue.

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Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎03-29-2012

Re: Intermittent timeouts pinging external FIOS gateway (VZ says nothings wrong...)

Message 3 of 19
(3,381 Views)

Yeah, well I live in MA and was on hold for 1hr at 1am and then spent and hour with them trouble shooting my router etc..Telling me that it's on my end etc...They asked me to reset my router without warning me that I would lose ALL my settings...MAC filtering for 7 wifi devices , 2 tivos and  4 hard wired PC's....I said "Shouldn't I back up my settings first" ....Vz "Yeah, you could make a configuration backup"

so i suggested that she might want to warn people about that before just telling them to reset a router...

 

 

and that fixed nothing. They have a network issue.

 

It seemed to magically resolve itself at 3am...you know, when I replaced my router? No...Swapped out my ONT...no...

 

 

Use twitter to check out if Fios is down...if you can

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Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎03-29-2012

Re: Intermittent timeouts pinging external FIOS gateway (VZ says nothings wrong...)

Message 4 of 19
(3,379 Views)

BTW they got really {word filter avoidance} with me too when I was trying to suggest it wasn't my router, but rather something with their DNS/Network in general...which only seemed to strengthen her resolve to blame it on my equipment

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Copper Contributor
Copper Contributor
Posts: 16
Registered: ‎03-27-2012

Re: Intermittent timeouts pinging external FIOS gateway (VZ says nothings wrong...)

Message 5 of 19
(3,374 Views)

Many of us are running into similar issues. VZ has not moved to resolve it since there is a work around in most cases, but its a bigger issue. Anyway, try this:

 

1 Log into your router and go to My Network

2 On left hand side, click on Network Connections

3 Click the edit button for the Broadband Connection (COAX)

4 Scroll down to Settings

5 Scroll down to DHCP Lease: and click on Release

6 Wait about 5-15 minutes

7 Click on Renew, if you you get a new IP address the problem should be resolved.  If you get the same IP again, release and try again.

 

Credit to Jaffo66 for posting this in another thread. This grabs you a new IP, record your original one and keep releasing till you get a new IP in a dif subnet. See if the problems continue. I had to release about 4 times before I got a new IP. It drastically reduced my drops but it still happens once or twice a night.

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Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 1,759
Registered: ‎05-22-2010

Re: Intermittent timeouts pinging external FIOS gateway (VZ says nothings wrong...)

Message 6 of 19
(3,371 Views)

Ping traffic is lower priority and many servers will not respond to them especially if they are busy.

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Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎03-29-2012

Re: Intermittent timeouts pinging external BIOS gateway (VS. says nothings wrong...)

Message 7 of 19
(3,301 Views)

After multiple calls to Verizon they sent out a tech who replaced the ONT, battery and router (the router for a third time). Same problem, intermittent loss of connectivity on the 25/25 plan. Anything that streams without buffering freezes/stops playing randomly, Hulu, Sirus, etc. And this is on a single PC physically connected directly to the router (CAT6 - NIC set to Auto-Neg) with an IP assigned from the router. (For you VZ tech's that hide behind your troubleshooting policy.)

 

I spoke to a tech today who said to call the eCenter and verify the speed my account is set to. Apparently, if the speed is set differently in their system(s) my account may be switching between "provisioning" and "switching" at different speeds which may be causing the drops. However, my speed is constant with download speeds faster than 25mbps every other test run. (VZ, SpeakEasy, etc.)

 

I am desperate, this disconnects me from work when I remote in. (@ 3AM while on call, never telecommuting.) Could it be the PON card I keep reading about in the forums? Wouldn't this effect multiple FIOS users? How can I possibly get someone at Verizon to really look at this issue to figure it out without transferring me to another department because they just don't know?

 

Help!

 

P.S. I've renewed my IP countless times now, gotten IP's on 3-4 different subnets, no fix.

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Copper Contributor
Copper Contributor
Posts: 16
Registered: ‎03-27-2012

Re: Intermittent timeouts pinging external BIOS gateway (VS. says nothings wrong...)

Message 8 of 19
(3,284 Views)

My issues are still occuring them. Others with our problem seem to have the PON card at the box (not at our home) replaced and they fixed their issues. I have a tech coming tomorrow and will be doing my best to demand they do that. 

 

I've replaced multiple routers, ONT, cables, tested the lines, called all my service providers (MS LIVE, Skype, Netflix) and can pretty much rule out the problem isn't them or at my home. If they don't fix it, they have lost a customer. It's been 2 months.

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Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎03-29-2012

Re: Intermittent timeouts pinging external BIOS gateway (VS. says nothings wrong...)

Message 9 of 19
(3,278 Views)

I'll call them now and push for the PON card change then, good luck to us both!

Highlighted
Copper Contributor
Copper Contributor
Posts: 8
Registered: ‎03-29-2012

Re: Intermittent timeouts pinging external BIOS gateway (VS. says nothings wrong...)

Message 10 of 19
(3,185 Views)

While I thank the escalation supervisors that have been assisting with this issue, my issue still exists!

 

Verizon has:

 

1. Replaced my router three times.
2. Replaced my ONT twice. (incluing internal battery and powersupply)
3. Replaced all my coax.
4. Setup/moved me to 'test cross-connects' which really broke my connection.
5. Rebuilt my circuit.
6. Replaced the PON card.

 

And I'm still getting this:

 

Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Reply from 74.107.71.1: bytes=32 time=8ms TTL=126
Reply from 74.107.71.1: bytes=32 time=10ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Reply from 74.107.71.1: bytes=32 time=8ms TTL=126
Reply from 74.107.71.1: bytes=32 time=12ms TTL=126
Request timed out.
Request timed out.
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Request timed out.
Reply from 74.107.71.1: bytes=32 time=8ms TTL=126
Reply from 74.107.71.1: bytes=32 time=10ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Request timed out.
Request timed out.
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
Request timed out.
Request timed out.
Reply from 74.107.71.1: bytes=32 time=7ms TTL=126
Reply from 74.107.71.1: bytes=32 time=9ms TTL=126
eply from 74.107.71.1: bytes=32 time=8ms TTL=126
eply from 74.107.71.1: bytes=32 time=8ms TTL=126
eply from 74.107.71.1: bytes=32 time=9ms TTL=126
eply from 74.107.71.1: bytes=32 time=8ms TTL=126
eply from 74.107.71.1: bytes=32 time=10ms TTL=126
eply from 74.107.71.1: bytes=32 time=11ms TTL=126
equest timed out.
equest timed out.
equest timed out.
equest timed out.
eply from 74.107.71.1: bytes=32 time=8ms TTL=126
eply from 74.107.71.1: bytes=32 time=7ms TTL=126
eply from 74.107.71.1: bytes=32 time=9ms TTL=126
eply from 74.107.71.1: bytes=32 time=9ms TTL=126
eply from 74.107.71.1: bytes=32 time=8ms TTL=126


VERIZON, SERIOUSLY! COMCAST WAS BAS BUT NOT AS BAD AS THIS! Next call is to the billing department, you can't lock people into a contact and expect them to pay for this level of service. And this all started when I went from 15/5 to 25/25...

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