high speed internet out all the time
careywhisneant

So tired of dsl with verizon seems like its been over a year and constantly battling the internet being

out you call verizon and you get a foriegner that you cant understand and then they take you through

a serious of stupid fixes hello im not an idiot i havent unplugged anything. i feel this is verizon's way of not

dealing with the true problem of there system has issues but we as consumers get frustrated and give up

on calling then when they finally did come out about 6 months ago told me it was some wires outside so

replaced and buried some underground wires main lines not a permanent fix still having issues.. so on top

of internet problems have phone problems too which half the time i call my home phone its busy and had

them come out for this and want to charge me 90.00 for the first 1/2 hour to come in and check my wiring

hello again im not an idiot and i would call an electrician not a phone company for this when i refused this

service low and behold my phone was working in the next 30 min. wonder if it was the technician that came

out trying to make a quick buck on the side or verizon's way of making more money?? at this point kinda

hard to decide to cancel because the internet choice is limited in the area so they can screw the people knowing

we don't have much to choose. I also have had my modem replaced at one point and that didn't work either

i ended up having to go back to using the old modem i want to call to have it replaced since it becomes so

hot im sure that could be the problem to is overheating but im sure that i will have to go through the idiot test

of is your computer plugged in etc. etc. which i have no time to waste half of my day on the phone trying to

get...

Thank You

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Re: high speed internet out all the time
JOSEm441
Specialist - Level 2

I had both the Westell 7500 and 6100F and neither one got even "warm" I would power it  down when not in use just to be safe. Hopefully a Verizon Rep see this and expedite a modem replacement.

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Re: high speed internet out all the time
frilled2b
Newbie

I am having the same issues as you are.  My internet and phone went out early Thursday morning and I contacted them they told me that they would test and see if it was my line or there problem.  I am told there is issues with there cables and it would be fixed Friday by 11:15 am and it was not.  I called Friday and said it would cost me if it was a problem on my end.  The next thing I know Repair man is at my door 4:00 pm, I have to leave in 15 minutes.  He looks all around and says it is a problem on my part and he would have to charge me to fix it.  I refuse the charge said I would get my land lord to look at it.  He gave me a big box of wire and said good luck.  My friend came over and showed where my outside line was cut.  (I think the Verizon man did it).  I wired it back together and it worked.  I check my email and they (knowing I have no internet connection) an email saying a service man would be at my address between 12:00 and 7:00 pm.  Now the connection  goes out every half hour.  Worst service I ever had and worst connection since dial up. 

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Re: high speed internet out all the time
LawrenceC
Moderator Emeritus

Hi frilled2b,

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 at the top of the middle column 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.

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Re: high speed internet out all the time
dslr595148
Community Leader
Community Leader

To the users who need help with their connection slow and or going out.

Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up.  It might shown up as the final hop (bottom-most line of the trace)  might contain a hop with your IP address in it. Either remove that line or show only the first two octets. 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.


For example this what I see

    news.giganews.com

    traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
    1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
    2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
    3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
    4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
    5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
    6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms


Step two: Can you provide the Transceiver Statistics from your modem?

#3 If you don't know how to get that info:

a) What is the brand and model of your modem?

b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?

#4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?

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Re: high speed internet out all the time
Verizon_Support
Customer Service Rep

Hey frilled2b,

We have closed out your private support case, due to no response. Make a new post, if you ever need assistance.

- Jose_VZ

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