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Internet disconnects constantly please help

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yellowrose54
Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎11-18-2010

Internet disconnects constantly please help

Message 1 of 10
(2,030 Views)

So for the past few weeks or so my net has been disconnecting constantly  for example today it has disconnected more thyan 10 times and this is really starting to annoy me, so can someone please help and tell me how to fix this problem thanks.

9 REPLIES 9
ElizabethS
Moderator Emeritus Moderator Emeritus
Moderator Emeritus
Posts: 6,227
Registered: ‎04-29-2009

Re: Internet disconnects constantly please help

Message 2 of 10
(2,016 Views)

If you are having an issue with your Verizon service, you can use the Verizon Troubleshooter to fix and report issues with your Verizon Phone, FiOS TV, or Internet Service, as well as to schedule a repair, here is the link:
http://www.verizon.com/repair
You can find tools on the Verizon Residential Support page that may help you diagnose your issue:
http://www22.verizon.com/residentialhelp

 

UnhappyJeff
Contributor
Contributor
Posts: 1
Registered: ‎03-17-2013

Re: Internet disconnects constantly please help

Message 3 of 10
(1,967 Views)

this reply was pointless.   Everyone born in the last 50 years knows to turn electronics on and off when malfunctioning.  Verizon is putting zero real effort into customr service.  the web site is a nightmare to get through, chat takes forever and there is no way to conveniently report a problem.

 

I spent an hour on the Chat yesterday to have the {please keep your posts courteous} tell me to just switch my cable so that the ends now plug into the opposite ports/wall jack.  He swore this would fix my intermitent failure problem.

 

Of course the problem came back 30 minutes later as expeted.

 

For weeks now my internet just drops and restarts of its own accord.

KaLin
Moderator Moderator
Moderator
Posts: 2,739
Registered: ‎09-10-2008

Re: Internet disconnects constantly please help

Message 4 of 10
(1,957 Views)

UnhappyJeff,

 

Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases".
There 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.

 

If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

yellowrose54
Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎11-18-2010

Re: Internet disconnects constantly please help

Message 5 of 10
(1,867 Views)

Sorry for the late response but none of the suggested options really offer any help at all. So, are there any other possible solutions to my problem?

Smith6612
Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,557
Registered: ‎12-15-2010

Re: Internet disconnects constantly please help

Message 6 of 10
(1,760 Views)

Let's check the modem Transceiver statistics out first. Please post them up for us to see. If you're not sure how to get them, please let us know the make and model of your modem and we'll give you some instructions on how to get them.

yellowrose54
Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎11-18-2010

Re: Internet disconnects constantly please help

Message 7 of 10
(1,716 Views)

Ok my modem is a Westell 6100G.

trose12
Contributor
Contributor
Posts: 1
Registered: ‎04-01-2013

Re: Internet disconnects constantly please help

Message 8 of 10
(1,708 Views)

i"m having same problem, have the same modem but it's Verizon that is not working and not giving us a straight answer.  Have run diagnostics and they all say it's an ISP problem.  Service person said engineers are working on repairs.  This has been going on spasmodically and it's a real problem.  Log in just get connected and it cuts out.  Sometimes it comes back, you get back on and it cuts off again after 5 minutes.  I hate cable but this is getting ridiculous.

dslr595148
Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 6,040
Registered: ‎09-24-2008

Re: Internet disconnects constantly please help

Message 9 of 10
(1,653 Views)

Step one: Finding and posting the Transceiver Statistics.

 

#1 Visit http://192.168.1.1/ for me and do the following:

a) If you see a Blue and White Westell page, mouse over Troubleshooting, go to DSL, and choose Transceiver Statistics. Copy and Paste the information on that page.

b) If using the Red and Black Firmware: Go to System Monitoring > Advanced Monitors > Transceiver Statistics. Copy and Paste the information on that page.

c) Try visiting http://192.168.1.1/transtat.htm which is a direct link to the Stats on older modems.

d) If you need a Username and Password, try the following:

admin/password

admin/password1

admin/admin

admin/admin1

admin/Serial Number

By Serial Number, I don't mean type in the words Serial Number. I mean find and type in the serial number found on the bottom of this router.

 

Step two:

 

#2 Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that the final hop (bottom-most line of the trace) might contain a hop with your IP address in it. Remove that line. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.

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.


 

Anthony_VZ
Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 3,216
Registered: ‎02-24-2011

Re: Internet disconnects constantly please help

Message 10 of 10
(1,618 Views)
Since we haven't heard back from you as requested in your private support case, it appears you no longer need assistance. Please make a new post anytime you need our assistance.

Anthony_VZ

**If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

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