I've lost internet connectivity a dozen times in the last 24 hours. Cycling the modem (Westell 7500, just 2 months old) solved the problem most of the time, but in other cases I had to wait a while for it to come back. The Verizon phone line worked fine for phone calls, but the internet provided over the same wires would be down. With more services "in the cloud" the internet connection needs to be extremely reliable. Even having to power down the modem is an unreasonable work-around.
I switched from RCN to Verizon because of RCN's poor service. I am finding Verizon disappointing.
-Disgruntled New York City customer
Visit http://192.168.1.1/ and then choose System Monitoring, Advanced Monitors, and then click Transceiver Statistics. Post up the information you see. Additionally, in the Advanced Monitors section you'll see a link called System Logging. Click that and post up the log from the "All" category. If the Log is too big to post, visit http://www.pastebin.com/ and paste up there for us to see.
Should you need a Username and Password to log into the router, try the following:
admin/password
admin/password1
admin/admin
admin/admin1
IF you can not log into the router, all of the following could resolve your issue:
1. Have Verizon install a direct line for your modem, then you can eliminate the filters on phone lines.
2. Replace all cables from the computer to the modem and the modem to the wall jack
3. Have a Verizon tech inspect the existing jacks and if needed replace the wire from the pole to the NID.
4. Ask for a replacement (2nd) modem. even if this does not fix it, you will have a second modem for testing purposes.
the key in my case was patience, especially with the initial level of phone support. it may take a few calls to get a service person on site.
All of the above were done for me and I have the lowest tier service. I would not switch providers B4 some or all of the above are done. Disclaimer I am not an employee, just a happy customer!
Hi, I hope it isn't considered bad form to glom onto this thread, but i am in the same location with the exact same issue. My Westell 7500 drops the signal every 30-40 minutes and only a reboot solves the issue... temporarily. Here is my log from the last drop... any help would be appreciated!:
Apr 23 11:53:35 daemon.notice pppd[1766]: Westell PPP Environment:device:nas1 linkname:config0 iplocal:173.52.13.168 ipremote:10.32.173.1 ppplogname:root orig_uid:0 connect_time:356870740 bytes_sent:7070109 bytes_rcvd:21566103 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12
Apr 23 11:53:35 daemon.warn pppd[1766]: pppd[1766] EXIT_PPPOE_TIMEOUT_PADO caused InternetFail light to be lit
Apr 23 11:53:35 daemon.notice pppd[1766]: PPPD Exit Status changed EXIT_OK->EXIT_PPPOE_TIMEOUT_PADO during phase PHASE_SERIALCONN->PHASE_HOLDOFF
Apr 23 11:53:35 daemon.notice pppd[1766]: Westell phase_hook PHASE=PHASE_HOLDOFF(11)
Apr 23 11:53:35 daemon.notice pppd[1766]: Westell Random Holdoff returning 376 seconds
Apr 23 11:53:35 daemon.warn pppd[1766]: Leaving destroy_pppoesessionfile
Apr 23 11:53:35 daemon.err pppd[1766]: Unlinking PPPoE session file:/WFIO/ppp-config0
Apr 23 11:53:35 daemon.warn pppd[1766]: Enter destroy_pppoesessionfile
Apr 23 11:53:35 daemon.err pppd[1766]: Unable to complete PPPoE Discovery
Apr 23 11:53:35 daemon.warn pppd[1766]: Timeout waiting for PADO packets
Apr 23 11:53:35 daemon.warn pppd[1766]: waitForPADO: timed out
Apr 23 11:53:25 daemon.warn pppd[1766]: waitForPADO: timed out
Apr 23 11:53:20 daemon.warn pppd[1766]: waitForPADO: timed out
Apr 23 11:53:15 daemon.notice pppd[1766]: Westell PPP Environment:device:nas1 linkname:config0 iplocal:173.52.13.168 ipremote:10.32.173.1 ppplogname:root orig_uid:0 connect_time:356870740 bytes_sent:7070109 bytes_rcvd:21566103 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12
Apr 23 11:53:15 daemon.notice pppd[1766]: PPPD Exit Status changed EXIT_PEER_DEAD->EXIT_OK during phase PHASE_DORMANT->PHASE_SERIALCONN
Apr 23 11:53:15 daemon.notice pppd[1766]: Westell phase_hook PHASE=PHASE_SERIALCONN(2)
Apr 23 11:53:15 daemon.notice pppd[1766]: Wan link is up and PPPoE Terminator on DSL:nas1 is done working
Apr 23 11:53:15 daemon.notice pppd[1766]: Westell PPP Environment:device:nas1 linkname:config0 iplocal:173.52.13.168 ipremote:10.32.173.1 ppplogname:root orig_uid:0 connect_time:356870740 bytes_sent:7070109 bytes_rcvd:21566103 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12
Apr 23 11:53:15 daemon.notice pppd[1766]: Westell phase_hook PHASE=PHASE_DORMANT(3)
Apr 23 11:46:58 daemon.err cwmpd[380]: ddnsWanIPCallback WAN State Down
Apr 23 11:46:56 daemon.notice net_mgr[360]: Routes transitioning to Down state on ppp0.
Apr 23 11:46:56 daemon.notice net_mgr[360]: QoS on ppp0 transitioning to Down state.
Apr 23 11:46:56 daemon.notice pppd[1766]: Westell PPP Environment:device:nas1 linkname:config0 iplocal:173.52.13.168 ipremote:10.32.173.1 ppplogname:root orig_uid:0 connect_time:356870740 bytes_sent:7070109 bytes_rcvd:21566103 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12
Apr 23 11:46:56 daemon.notice pppd[1766]: Westell phase_hook PHASE=PHASE_HOLDOFF(11)
Apr 23 11:46:56 daemon.notice pppd[1766]: Westell Random Holdoff returning 379 seconds
Apr 23 11:46:56 daemon.warn pppd[1766]: Leaving destroy_pppoesessionfile
Apr 23 11:46:56 daemon.err pppd[1766]: Unlinking PPPoE session file:/WFIO/ppp-config0
Apr 23 11:46:56 daemon.warn pppd[1766]: Enter destroy_pppoesessionfile
Apr 23 11:46:56 daemon.notice pppd[1766]: Westell PPP Environment:device:nas1 linkname:config0 iplocal:173.52.13.168 ipremote:10.32.173.1 ppplogname:root orig_uid:0 connect_time:356870740 bytes_sent:7070109 bytes_rcvd:21566103 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12
Apr 23 11:46:56 daemon.notice pppd[1766]: Westell phase_hook PHASE=PHASE_DISCONNECT(10)
Apr 23 11:46:56 daemon.info pppd[1766]: Sent 7070109 bytes,received 21566103 bytes.
Apr 23 11:46:56 daemon.info pppd[1766]: Connect time 5947845.7 minutes.
Apr 23 11:46:56 daemon.notice pppd[1766]: Connection terminated.
Apr 23 11:46:56 daemon.notice pppd[1766]: Westell PPP Environment:device:nas1 ifname:ppp0 linkname:config0 iplocal:173.52.13.168 ipremote:10.32.173.1 ppplogname:root orig_uid:0 connect_time:356870740 bytes_sent:7070109 bytes_rcvd:21566103 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12
Apr 23 11:46:56 daemon.warn pppd[1766]: pppd[1766] EXIT_PEER_DEAD caused InternetFail light to be lit
Apr 23 11:46:56 daemon.notice pppd[1766]: PPPD Exit Status changed EXIT_OK->EXIT_PEER_DEAD during phase PHASE_ESTABLISH->PHASE_DEAD
Apr 23 11:46:56 daemon.notice pppd[1766]: Westell phase_hook PHASE=PHASE_DEAD(0)
Apr 23 11:46:50 daemon.warn pppd[1766]: Couldn t increase MRU to 1500
Apr 23 11:46:50 daemon.warn pppd[1766]: Couldn t increase MTU to 1500
Apr 23 11:46:50 daemon.notice pppd[1766]: Westell PPP Environment:device:nas1 ifname:ppp0 linkname:config0 iplocal:173.52.13.168 ipremote:10.32.173.1 ppplogname:root orig_uid:0 connect_time:356870740 bytes_sent:7070109 bytes_rcvd:21566103 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12
Apr 23 11:46:50 daemon.notice pppd[1766]: Westell phase_hook PHASE=PHASE_ESTABLISH(4)
Apr 23 11:46:50 daemon.notice ip-down[2018]: ppp0: 7070109 bytes sent,21566103 bytes received
Apr 23 11:46:50 daemon.notice ip-down[2018]: ppp0: disconnected;connected for 356870740 seconds
Apr 23 11:46:49 daemon.notice pppd[1766]: Westell PPP Environment:device:nas1 ifname:ppp0 linkname:config0 iplocal:173.52.13.168 ipremote:10.32.173.1 ppplogname:root orig_uid:0 connect_time:356870740 bytes_sent:7070109 bytes_rcvd:21566103 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12
Apr 23 11:46:49 daemon.notice pppd[1766]: Westell phase_hook PHASE=PHASE_NETWORK(7)
Apr 23 11:46:49 daemon.notice pppd[1766]: Westell PPP Environment:device:nas1 ifname:ppp0 linkname:config0 iplocal:173.52.13.168 ipremote:10.32.173.1 ppplogname:root orig_uid:0 connect_time:356870740 bytes_sent:7070109 bytes_rcvd:21566103 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12
Apr 23 11:46:49 daemon.notice pppd[1766]: Westell ip_down()
Apr 23 11:46:49 daemon.notice pppd[1766]: Westell PPP Environment:device:nas1 ifname:ppp0 linkname:config0 iplocal:173.52.13.168 ipremote:10.32.173.1 ppplogname:root orig_uid:0 usepeerdns:1 dns1:68.237.161.12 dns2:71.243.0.12
Apr 23 11:46:49 daemon.notice pppd[1766]: Westell phase_hook PHASE=PHASE_TERMINATE(9)
Apr 23 11:46:49 daemon.notice pppd[1766]: Serial link appears to be disconnected.
Apr 23 11:46:49 daemon.info pppd[1766]: No response to 6 echo-requests
Apr 23 11:34:49 user.warn kernel: AdslCoreEcUpdTmr: timeMs=1800000 ecUpdMask=0x40000
Apr 23 11:06:34 daemon.info dnsmasq[319]: DHCPACK(br0) 192.168.1.30 5c:4c:a9:4d:b3:b3 android_9774d56d682e549c
Apr 23 11:06:34 daemon.info dnsmasq[319]: DHCPREQUEST(br0) 192.168.1.30 5c:4c:a9:4d:b3:b3
Apr 23 11:06:34 daemon.info dnsmasq[319]: DHCPOFFER(br0) 192.168.1.30 5c:4c:a9:4d:b3:b3
Apr 23 11:06:34 daemon.info dnsmasq[319]: DHCPDISCOVER(br0) 5c:4c:a9:4d:b3:b3
Apr 23 11:06:18 daemon.info dnsmasq[319]: using nameserver 68.237.161.12#53
Apr 23 11:06:18 daemon.info dnsmasq[319]: using nameserver 71.243.0.12#53
Apr 23 11:06:18 daemon.info dnsmasq[319]: reading /var/etc/resolv.conf
Apr 23 11:06:11 daemon.info cwmpd[340]: CWMP: Final Http Return Code = 204
Apr 23 11:06:11 daemon.info cwmpd[340]: CWMP: Inform (200). The following events are true:1 BOOT,4 VALUE CHANGE
Apr 23 11:06:11 daemon.info cwmpd[340]: CWMP: SSL Status = SSL Connection Succeeded,TCP Status = TCP Connected,Authentication Type = Basic
Apr 23 11:06:11 daemon.info cwmpd[340]: CWMP: Inform Sent Successfully
Apr 23 11:06:08 daemon.err cwmpd[380]: cwmpDDNSCallback: Result of DDNS Update (ipupdate_once) ->3
Is that information the only thing that was in the modem's "All" category? I see a mention of a PPPoE loss but nothing regarding a loss of sync. It's rather short to be the full log, so I'm assuming information is missing.
I have been experiencing the same problem for about 2 weeks now and the problem has not been resolved by Verizon. Internet is very essential to me since I work from home 3 days a week. I am so displeased with the lack of support from Verizon's end. I am thinking of switching my internet service provider due to disappointment and bad customer support.
A big problem... 2 year contract at $30/month. I have only received reliable internet connection half the time. So, I have lost approximately $360. I want to stay loyal but this company doesn't help. All I want is FIOS, NOT AVAILABLE. My contract is up next month... I don't think they are listening.
Sorry to hear that, have you asked for a supervisor and requested a refund for the down time? I have never been denied a refund in the past when I had issues,.
IMO before anyone considesr DSL they need to be aware that if you are more than 3 miles from the Cental Office (most use CO in this forum) you may have issues as you describe. I am very close to that limit, but getting a dedicated DSL line , installed in my home for no charge by version really made a long term difference.
This eliminates the need for filters on the phones also.
If you post your stats from here http://192.168.1.1/htmlV/transtat.asp it will aid in troubleshooting.
>Is that information the only thing that was in the modem's "All" category? I see a mention of a PPPoE loss but nothing regarding a loss of sync. It's rather short to be the full log, so I'm assuming information is missing.
Yep, that was all. I have to reboot quite often, so that's it.
Verizon said it was my phone interfering with the line. The tranceiver often shows an extremely low margin (under 3 for down stream). I went out and bought a new phone. Still the same problem. I will be calling back and if they can't fix it, I'm not on contract and will switch to Time Warner.
That low of a margin will usually cause issues. If you can provide your complete Transceiver Statistics, as well as perhaps the Statistics you get from your NID if you have access to one, that would be appreciated.
Start a new topic or ask questions in the open forum.
