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DSL Speed Drop

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Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎09-04-2013

DSL Speed Drop

Message 1 of 9
(1,505 Views)

I have been trying to get this issue resolved for several weeks now to no avail.  I have sent emails to customer support with no response and have requested help from Verizon Direct through DSL reports and received no response there either.  I am now posting here in hopes that a customer service tech will help me through here (although I doubt it).  All personally identifiable information is removed as this is a public forum, but I will gladly give the information to a properly identified Verizon agent via PM if requested.  I am in IT so I know what I'm doing, and I have done all the legwork for you, as listed below.  I know where the problem lies, but until Vz CS finally responds to me it can not be rectified and I am becoming increasingly frustrated.  My issue, and resolution attempts are as listed:

 

Service Name: [edited]
Service Address:
[edited] Woolwich Twp, NJ 08085
Service Phone Number:
[edited]
Customer Code:
[edited]
Service Time at this location: 7+ years

 

To Whom It May Concern,

In the past month my connection has become very slow (almost half the normal dl speed). Prior to the beginning of these issues my line over the past couple of years always had a max speed of 3360 kbps dl / 864 kbps ul. The actual speed was consistently in the 2.7 mbps  to 2.8 mbps dl range and .76 mbps to .8 mbps in the upload range with a ping in the high 20s to low 30s.

 

At current my max speed is 2944 kbps dl / 864 kbps ul. However the actual speed is 1.5 mbps - 1.6 mbps dl and .5 mbps -.6 mbps ul with a ping in the high 40s to mid 60s. This is a significant drop.*

My issues began after several days of flooding in South Jersey in late June/early July. For a few days afterwards there was intermittent loss of sync several times daily along with static on the phone. When the DSL would sync it was usually with a very slow upload. The margin at that time was usually very low in the upload between 4dB-6dB. However usually the downstream was fine in both max speed and margin.

 

After checking out, cleaning and drying the NID it was determined using an ohmmeter on the incoming pair that there was high resistance on the return line. This is consistent with the low margin and noise. I assumed a line or connector was wet and would dry out with a few days of sun. After a few days it did resume consistent sync, although never quite had the same actual speed (loss of about .3-.4 mbps from normal) but had normal stats. A couple of weeks later we had another stormy day with flooding. Again we began experiencing sync issues. Same stats again as the previous outages. Again performed the same maintenance and diagnostics on the NID with the same results. After a day and a half the line stabilized. However at this time the line began showing a max line speed of 2944 down. And as mentioned above, a significant drop in actual speed.

It is now several weeks after it began and there is no change. To rule out any issues in house I have done the following:

 

1) Changed my 3rd party router back to the stock Westell 327w (and back again). Reset factory specs in both units.

2) Changed the splitter in the NID (replaced with the same model as installed last year). Also changed all filters on inside lines, despite the DSL being on a homerun.

3) Ran a new homerun line from the splitter to the inside jack. Also replaced the line from the jack to the modem.

 

None of these resulted in any change. After each the stats remained consistent every time. All tests were done on a Windows 7 Home Premium PC, Hardwired, with all other devices disconnected and the wireless turned off on both routers.  The only phone in the home was also disconnected.  

 

Additionally, to rule out a computer issue, each router was also tested once using a hardwired laptop with the main computer turned off and disconnected as well as a high end mobile Android device, on wireless, with all other devices disconnected.  Again, the stats were always within very close range to each other.  This should 100% rules out anything in the home.

My assumption initially was that due to the consistent sync issues the system decided to put me on a different path to increase line stability. However I would have assumed that by now that I would have been switched back. Obviously this had not happened if that is the case.

It is also worth mentioning that while the lines to my home are copper, not fiber, less than a mile up the road it does become fiber and at that point runs all the way to my dslam which is only a few miles further. However, about the same time this all began work to replace the lines and poles at that junction point and during that run. They are still working on those lines & poles daily to this day.

 

Verizon HiSpeed Internet Extra

Modem/Router: Netgear DGN2200v3 ADSL2+ Modem & Wireless Router (running Firmware V1.1.00.23_1.00.23NA).

Line: Copper pair buried from pole to NID. NID to router uses separate homerun splitter and independent line.

Please help!  Thank you!


 

8 REPLIES 8
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Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎09-04-2013

Re: DSL Speed Drop

Message 2 of 9
(1,504 Views)

I had to post these in a seperate replies due to message size restrictions.

 

 

Stats & Test Results

*Stats:

Previous Rating

3360 kbps Download

864 kbps Upload

Ping High Avg: 35 ms

Current Rating

2944 kbps Download

864 kbps Upload

Ping Low Avg: 49 ms

Differences

- 416 kbps Download

+/- 0 Upload

Ping -14 ms

 

Previous Actual Speed

Low Avg: 2700 kbps Download

Low Avg: 760 kbps Upload

Current Actual Speed

High Avg: 1650 kbps Download

High Avg: 625 kbps Upload

Differences

- 1050 kbps Download

- 135 kbps Upload

Difference from Advertised Speed

-1350 kbps Download
(3mbps vs actual**1.65 Mbps)

-143 kbps Upload
(768kbps vs actual** 625kbps)

** Best case speeds.  Often speeds are lower.

Current Trans Stats:

Attenuation

36.5 dB Down

22.5 dB Up

Margin

27.3 dB Down

15.0 dB Up

 

 

 

 

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Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎09-04-2013

Re: DSL Speed Drop

Message 3 of 9
(1,501 Views)

Verizon NDT Results
Analysis information:       

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

SendBufferSize set to [261360]

running 10s outbound test (client to server) . . . . . 802.40Kb/s

running 10s inbound test (server to client) . . . . . . 462.10kb/s

    ------ Client System Details ------

OS data: Name = Windows 7, Architecture = x86, Version = 6.1

Java data: Vendor = Oracle Corporation, Version = 1.7.0_25

    ------ Web100 Detailed Analysis ------

Client Receive Window detected at 66792 bytes.

Cable modem/DSL/T1 link found.

Link set to Full Duplex mode

Information: throughput is limited by other network traffic.

Good network cable(s) found

Normal duplex operation found.

 

Web100 reports the Round trip time = 91.16 msec; the Packet size = 1452 Bytes; and

There were 179 packets retransmitted, 18 duplicate acks received, and 159 SACK blocks received

The connection stalled 4 times due to packet loss

The connection was idle 1.62 seconds (13.5%) of the time

This connection is sender limited 21.15% of the time.

This connection is network limited 78.85% of the time.

 

Web100 reports TCP negotiated the optional Performance Settings to:

RFC 2018 Selective Acknowledgment: ON

RFC 896 Nagle Algorithm: ON

RFC 3168 Explicit Congestion Notification: OFF

RFC 1323 Time Stamping: OFF

RFC 1323 Window Scaling: ON

Information: Network Middlebox is modifying MSS variable

Server IP addresses are preserved End-to-End

Client IP address not found. For IE users, modify the Java parameters

    click Tools - Internet Options - Security - Custom Level, scroll down to

    Microsoft VM - Java permissions and click Custom, click Java Custom Settings

    Edit Permissions - Access to all Network Addresses, click Eanble and save changes

Highlighted
Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎09-04-2013

Re: DSL Speed Drop

Message 4 of 9
(1,499 Views)

Tracenet Results:

news.giganews.com

traceroute to 71.188.26.60 (71.188.26.60), 30 hops max, 60 byte packets

1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 0 ms 0 ms

2 ash-bb1-link.telia.net (213.248.70.241) 0 ms 0 ms 0 ms

3 ash-bb4-link.telia.net (213.155.130.2) 1 ms 1 ms 1 ms

4 ash-b2-link.telia.net (213.155.133.225) 5 ms ash-b2-link.telia.net (213.155.133.227) 13 ms ash-b2-link.telia.net (213.155.133.229) 15 ms

5 GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 8 ms 7 ms TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 7 ms

6 T0-0-2-0.CMDNNJ-LCR-22.verizon-gni.net (130.81.209.145) 76 ms 80 ms 83 ms

7 P8-0.CMDNNJ-CMDNNJCE-ERXG04.verizon-gni.net (130.81.45.61) 85 ms P12-0.CMDNNJ-CMDNNJCE-ERXG04.verizon-gni.net (130.81.193.170) 93 ms P8-0.CMDNNJ-CMDNNJCE-ERXG04.verizon-gni.net (130.81.45.61) 88 ms

8 * * *

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15 * * *

16 * * *

17 * * *

18 * * Max number of unresponsive hops reached (firewall or filter?)

news-europe.giganews.com

traceroute to 71.188.26.60 (71.188.26.60), 30 hops max, 60 byte packets

1 vl201.gw2.ams.giganews.com (216.196.110.2) 3 ms 2 ms 2 ms

2 te8-8.ccr01.ams05.atlas.cogentco.com (149.11.104.33) 0 ms 0 ms 0 ms

3 te0-7-0-16.ccr21.ams03.atlas.cogentco.com (154.54.72.42) 0 ms te0-7-0-25.mpd21.ams03.atlas.cogentco.com (130.117.0.85) 0 ms 0 ms

4 te0-5-0-0.ccr21.lpl01.atlas.cogentco.com (130.117.48.29) 10 ms 10 ms te0-4-0-0.ccr21.lon13.atlas.cogentco.com (154.54.60.197) 8 ms

5 te0-3-0-4.ccr21.bos01.atlas.cogentco.com (154.54.30.129) 78 ms te0-2-0-4.ccr21.bos01.atlas.cogentco.com (66.28.4.189) 78 ms te0-5-0-4.ccr21.bos01.atlas.cogentco.com (154.54.85.213) 76 ms

6 te0-0-0-2.ccr21.dca01.atlas.cogentco.com (154.54.25.238) 86 ms te0-7-0-3.ccr21.jfk02.atlas.cogentco.com (154.54.44.37) 84 ms te0-1-0-2.ccr21.jfk02.atlas.cogentco.com (154.54.0.26) 81 ms

7 be2042.ccr21.iad02.atlas.cogentco.com (154.54.26.126) 89 ms te0-0-0-6.ccr21.dca01.atlas.cogentco.com (154.54.5.246) 91 ms te0-0-0-2.ccr21.dca01.atlas.cogentco.com (154.54.25.238) 91 ms

8 be2042.ccr21.iad02.atlas.cogentco.com (154.54.26.126) 92 ms 90 ms 93 ms

9 uunet.iad01.atlas.cogentco.com (154.54.13.138) 101 ms verizon.iad01.atlas.cogentco.com (154.54.10.226) 140 ms T0-0-1-0.CMDNNJ-LCR-22.verizon-gni.net (130.81.199.227) 156 ms

10 T0-0-4-0.CMDNNJ-LCR-22.verizon-gni.net (130.81.199.229) 160 ms P12-0.CMDNNJ-CMDNNJCE-ERXG04.verizon-gni.net (130.81.193.170) 170 ms T0-0-1-0.CMDNNJ-LCR-22.verizon-gni.net (130.81.199.227) 187 ms

11 P12-0.CMDNNJ-CMDNNJCE-ERXG04.verizon-gni.net (130.81.193.170) 172 ms 174 ms P8-0.CMDNNJ-CMDNNJCE-ERXG04.verizon-gni.net (130.81.45.61) 192 ms

12 * * *

13 * * *

14 * * *

15 * * *

16 * * *

17 * Max number of unresponsive hops reached (firewall or filter?)

Highlighted
Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎09-04-2013

Re: DSL Speed Drop

Message 5 of 9
(1,414 Views)

Wow 90 views and not a single comment or PM from a Vz agent.  I guess I can see I'm going to get nowhere here either.  Absolutely horrific customer service!

Highlighted
Moderator Moderator
Moderator
Posts: 10,159
Registered: ‎03-18-2013

Re: DSL Speed Drop

Message 6 of 9
(1,407 Views)

Hello tjcjr88,

While a Verizon employee may occasionally post here, this community is meant mainly for peer-to-peer support. If you need to talk to a Verizon representative, you should contact customer service directly.

Highlighted
Copper Contributor
Copper Contributor
Posts: 6
Registered: ‎09-04-2013

Re: DSL Speed Drop

Message 7 of 9
(1,396 Views)

I appreciate you taking the time to replay Lawrence.  What you have to understand is that I have.  Multiple times.  It seems unless it's a FiOS issue, CS simply no longer cares.   In the past few weeks I have:

 

A) Opened a trouble ticket through chat (as they were unable to resolve it and said they had to escalate it).  Never got any further response.
B) Emailed Customer Service the dissertation I reposted here.  Again, no response.
C) Opened a ticket through DSL Reports, Verizon Direct section.  Again, not only no response, but Vz agents have not responded to a single DSL issue since The beginning of July, where as they still help FiOS customers daily.
D) I have called.  Twice.  After spending a half hour the first time on hold and 50 minutes the next time, I had to go through the same stuff with the supposed tech guys, along with all the lame "please try this for me" crap that I've done numerous times with only to have them say they would have to escalate it to their supervisor.  The first time I waited for 35 minutes and finally gave up.  The second time, I was disconnected when transferred.

 

So now, I have come to here in hopes that perhaps a mod, or a CS agent could try to escalate this for me again because frankly I am just worn out and about to jump ship to Comcast.  Again, thanks for responding. 

 

 

 

Highlighted
Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,232
Registered: ‎04-29-2009

Re: DSL Speed Drop

Message 8 of 9
(1,382 Views)

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.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.

Highlighted
Employee Employee
Employee
Posts: 3,199
Registered: ‎04-10-2013

Re: DSL Speed Drop

Message 9 of 9
(1,188 Views)

We are closing this case out due to no response. If you need anything else, please feel free to make a new thread.

 

- Jose_VZ

 

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