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DSL Internet Dropping Westell 7500 NYC

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Contributor
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Posts: 4
Registered: ‎03-15-2011

DSL Internet Dropping Westell 7500 NYC

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Hey guys,

 

For about two weeks my internet has been dropping intemittenlty and its giving me the DNS problem when i diagnose with network troubleshooter in vista.

 

I have a westell 7500 and I have tried both wirelessly and with the ethernet cable to log in the internet. At times my pppoe connection in the modem configuration page displays the numeric values of network traffic but when i click to connect it takes ages to connect. Once connected, in random intervals my connection is dropped. Its becoming a hassle already, I have been reading the forums for over 2 weeks to no avail with this problem. Would someone please recommend something to this issue?

 

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MVP MVP
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Posts: 7,552
Registered: ‎12-15-2010

Re: DSL Internet Dropping Westell 7500 NYC

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There is a physical issue with your line for sure. Your line appears to be short enough to maintain a 3Mbps connection without issue, especially with ADSL2+ being on the line. The noise margins however are bad, and the upstream speed is incorrect. If those statistics were from the NID, or if you do not have access to your NID, get Verizon out to repair the line.

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Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 6,035
Registered: ‎09-24-2008

Re: DSL Internet Dropping Westell 7500 NYC

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#1 Log into the modem at http://192.168.1.1/

 

#2 Choose System Monitoring in the navigation, Advanced Monitors from the Left Hand Side Navigation and then choose System Logging. Post up the contents of the "All" log, either via pastebin.com or via Copy and Paste (Pastebin is preferred since it helps to keep the thread tidy looking). Additionally, post up your modem's Transceiver Statistics (found in the Advanced Monitors section as well) which you can Copy and Paste into the post here.

 

* -> If you need a Username and Password, try:

 

admin/password

admin/password1

admin/admin

admin/admin1

If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.


 

Platinum Contributor III
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Registered: ‎07-22-2009

Re: DSL Internet Dropping Westell 7500 NYC

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Also take a look at this thread  The gist of it is here, so maybe this will help

 

 


i finally resolved the issue. a very helpful verizon rep in the verizon direct forum figured it out. apparently, the 7500 has a battery backup which means that if you power cycle the modem too quickly, it won't reset. you need to power down for a full minute (or two) and then re-power the modem. it will then reconnect via ppp properly.

thanks for all your help,
 

 

Contributor
Contributor
Posts: 4
Registered: ‎03-15-2011

Re: DSL Internet Dropping Westell 7500 NYC

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Well im getting the message : "Message cannot exceed 20,000 characters." When trying to post.

MVP MVP
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Registered: ‎12-15-2010

Re: DSL Internet Dropping Westell 7500 NYC

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Use this site to post up the modem logs: http://pastebin.com/

 

When pasted, copy and paste the URL to the Pastebin entry here.

Contributor
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Posts: 4
Registered: ‎03-15-2011

Re: DSL Internet Dropping Westell 7500 NYC

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MVP MVP
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Posts: 7,552
Registered: ‎12-15-2010

Re: DSL Internet Dropping Westell 7500 NYC

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According to the modem logs, your physical connection to Verizon seems to be dropping, and it seems to be due to issues on both your upstream and downstream. Can you provide your modem Transceiver Statistics for us to see? That would be the final piece of information I need. If you have access to a NID, also post the Transceiver Statistics from it's test jack.

Contributor
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Posts: 4
Registered: ‎03-15-2011

Re: DSL Internet Dropping Westell 7500 NYC

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MVP MVP
MVP
Posts: 7,552
Registered: ‎12-15-2010

Re: DSL Internet Dropping Westell 7500 NYC

Message 9 of 10
(3,408 Views)

There is a physical issue with your line for sure. Your line appears to be short enough to maintain a 3Mbps connection without issue, especially with ADSL2+ being on the line. The noise margins however are bad, and the upstream speed is incorrect. If those statistics were from the NID, or if you do not have access to your NID, get Verizon out to repair the line.

View solution in original post

Contributor
Contributor
Posts: 1
Registered: ‎03-25-2011

Re: DSL Internet Dropping Westell 7500 NYC

Message 10 of 10
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Hi,

 

I'm having what seems to be the same problem with the same router, but in Philadelphia. This has been going on for almost 2 years, and has been "fixed" multiple times by techs, with a new router at one point, but overall no improvement. Over the past few weeks my speeds have started to become affected as well, so something needs to be done. I'd really appreciate if any clues can be found in my logs:

 

http://pastebin.com/Z5FfyQn1

 

Thanks in advance for your time & expertise!

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