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Issue with High Speed Internet
javz
Newbie
‎02-21-2014 08:56 PM

For the last 15-20 days my DSL connection drops between the hours of 5 pm and 9 pm. For about 4 hours I don't have internet. Connection sometimes pick up and then drops again after a few seconds.

I called Verizon customer support several times. Talked to several "technicians" on the phone and the problem continues.

They scheduled a technician to come to my home 4 times and nobody showed up. Nobody called from Verizon explaining why they didn't show up. And the problem continues. No internet for about 4 hours every day.

They don't seem to know what's going on. Every time a call I get different 'stories' about what the problem could be. Different reasons trying to explain the problem, but so far they just cannot fix it.

I think I am really wasting my time calling Verizon, but I will continue calling.

So far, Verizon customer service has been a horror. It is by far the worst support I ever experienced.

It seems to me that Verizon technicians are just ignoring the problem thinking that someday I will stop calling.

Is Verizon ever going to fix the problem?

Will a technician ever show up? (and really do something about it)

Is anybody else experiencing this kind of problem where connection drops in the evenings?

Please HELP!!....

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Re: Issue with High Speed Internet
smith6612
Community Leader
Community Leader
‎02-22-2014 09:36 AM

5-9PM sounds like it's the perfect time for a device to be turned on that could be interfering with the DSL. To make sure some assumptions are right, you have checked all of your filters, and you  have confirmed that the problem is not specific to an appliance being turned on within your home, correct?

If this has nothing to do with the inside of your home, how does the DSL behave just before the dropping spree starts? Does the DSL start to slow down or encounter packet loss?

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Re: Issue with High Speed Internet
javz
Newbie
‎02-22-2014 11:11 AM

No. I don't have any devices interfering. This was suggested by one of the technicians. I make sure that no appliance or device is turning ON/OFF during that time.

DSL behaves excellent before and after those times. But after 5 pm the speed begins to slow down and a then disconnects.

Yesterday (for example) began slowing down about 5 and then at 5:45 disconnected completely.

After that, stays disconnected a couple of minutes and then connects again very weak for a few seconds and disconnect again. That is the connect/disconnect pattern for about 3 to 4 hours.

After around 9 pm the DSL behaves fine until the next day.

A technician is scheduled to come in to my home and check the line on Monday.

The problem is that this is the 4th time in the last 10 days that a technician was scheduled to come in, but they do not show up.

Thanks for replying...

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Re: Issue with High Speed Internet
smith6612
Community Leader
Community Leader
‎02-22-2014 11:27 AM

Okay, so there are two sets of information I need from the modem in order to determine if this is due to a severe case of congestion or if this is due to another reason. To start, do you know how to get the modem Transceiver Statistics or the logs from the modem? If not, tell us which modem you have and we can help you out. I'll need this information:

Transceiver Statistics during a time the line is working fune

Transceiver Statistics during a time where the line is disconnecting (the DSL light should be solid when you pull these).

Modem logs after the disconnects start (DO NOT REBOOT YOUR MODEM!!!)

Since it's slowing down followed by a disconnect spree, I need to make sure that this isn't due to noise first. That will rule out whether a line tech actually has to come out. If it's not from noise, then you're likely experiencing an extreme case of congestion. Older gear, especially remote terminals will start to drop and re-train lines, and PPP sessions when the gear is beyond 85% utilized for an extended period of time.

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Re: Issue with High Speed Internet
javz
Newbie
‎02-22-2014 01:29 PM

Don't know how to get the info you ask from the modem.

Model number is GT784WNV.

Modem is a few weeks old. Verizon sent it to me trying to solve this problem.

Since this modem was installed, as you can imagine,  it was turned off and on several times.

3 days ago it was RESET.

Thanks,

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Re: Issue with High Speed Internet
smith6612
Community Leader
Community Leader
‎02-22-2014 03:48 PM

Okay. On that modem to get the statistics, do the following:

Go to http://192.168.1.1/ and log in with admin/admin as the Username/password unless you've changed this.

Select Status

Select WAN Status

You should be given a page full of line-related information such as attenuation, margin, and mode. You can simply copy and paste the contents of the page to your next post.

The System Log will be found under Utilities > System Log. You can copy/paste this information to http://www.pastebin.com/ and then share the URL to the paste you've created. Be sure to censor out any IP address that you see in the log. Otherwise, you can save a copy of the log and attach the log to a forum post if you don't want to use Pastebin.

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Re: Issue with High Speed Internet
javz
Newbie
‎02-22-2014 07:37 PM

Right at the moment I was pulling the system log info, the modem disconnected

It was 6:13 pm. The system logged some info at 7:13:16 pm. (It is probably central time ?...).

Disconnected again at the following times:

6:37 pm. (Log shows 7:37)

6:49 pm. (Log shows 7:49)

6:55 pm. (Log shows 7:55)

7:13 pm. (Log shows 8:13)

7:15 pm  (Log shows 8:15)

Connection came back after a couple of minutes on all cases.

Attached is the WAN status and then the system log.

 

    

WAN Status

Top of Form

Connection Status

Connection

Status

Broadband:

CONNECTED

Internet Service Provider:

CONNECTED

 

PPP Status

PPP Parameter

Status

User Name:

N/A

PPP Type:

PPPoE

LCP State:

DOWN

IPCP State:

DOWN

Authentication Failures:

0

Session Time:

0 Days, 00H:00M:00S

Packets Sent:

N/A

Packets Received:

N/A

 

Broadband Status

Broadband Parameter

Status

VPI:

0

VCI:

35

Broadband Mode Setting:

ADSL2+

Broadband Negotiated Mode:

ADSL2+

Connection Status:

CONNECTED

Downstream Speed:

4256 Kbps

Upstream Speed:

860 Kbps

Retrains:

72

Retrain Timer:

0 Days, 0H:9M:3S

ATM QoS class:

UBR

Near End CRC Errors Interleave:

96585

Near End CRC Errors Fastpath :

N/A

Far End CRC Errors Interleave :

337

Far End CRC Errors Fastpath :

N/A

30 Minute Near End CRC Interleave :

44

30 Minute Near End CRC Fastpath :

N/A

30 Minute Far End CRC Interleave :

0

30 Minute Far End CRC Fastpath :

N/A

Near End RS FEC Interleave :

0

Near End RS FEC Fastpath :

N/A

Far End RS FEC Interleave :

0

Far End RS FEC Fastpath :

N/A

30 Minute Near End FEC Interleave :

1550834

30 Minute Near End FEC Fastpath :

N/A

30 Minute Far End FEC Interleave :

0

30 Minute Far End FEC Fastpath :

N/A

30 Minute Discarded Packets Downstream :

0

30 Minute Discarded Packets Upstream :

0

SNR Downstream :

7 dB

SNR Upstream :

10 dB

Attenuation Downstream :

49 dB

Attenuation Upstream :

28 dB

Power Downstream

19.3 dBm

Power Upstream

12.2 dBm

Bottom of Form

 

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Re: Issue with High Speed Internet
javz
Newbie
‎02-22-2014 07:40 PM

   

02/22/2014 03:50:12 PM           -- MARK --      

02/22/2014 04:13:32 PM      syslog     RENEW IP 

02/22/2014 04:50:12 PM           -- MARK --      

02/22/2014 05:20:55 PM      syslog     RENEW IP 

02/22/2014 05:50:12 PM           -- MARK --      

02/22/2014 06:50:12 PM           -- MARK --      

02/22/2014 07:24:20 PM      syslog     RENEW IP 

02/22/2014 07:44:15 PM      syslog     RENEW IP 

02/22/2014 07:50:12 PM           -- MARK --      

02/22/2014 08:50:11 PM           -- MARK --      

02/22/2014 09:44:59 PM      syslog     RENEW IP 

02/22/2014 09:50:11 PM           -- MARK --      

02/22/2014 09:50:57 PM      syslog     RENEW IP 

02/22/2014 09:55:43 PM      syslog     RENEW IP 

02/22/2014 07:12:27 PM      kernel     Line 0: ADSL link down

02/22/2014 07:12:27 PM      kernel     bcmxtmcfg: XTM Link Information, port = 0, State = DOWN, Service Support = ATM     

02/22/2014 07:12:27 PM      kernel     HOST XTM Tx ch 0 down success    

02/22/2014 07:12:27 PM      kernel     bcmxtmcfg: Connection DOWN, LinkActiveStatus=0x0

02/22/2014 07:12:34 PM      kernel     Line 0: xDSL G.994 training  

02/22/2014 07:12:45 PM      kernel     Line 0: ADSL G.992 started   

02/22/2014 07:12:49 PM      kernel     Line 0: ADSL G.992 channel analysis

02/22/2014 07:12:54 PM      kernel     Line 0: ADSL link down

02/22/2014 07:12:56 PM      kernel     Line 0: xDSL G.994 training  

02/22/2014 07:13:06 PM      kernel     Line 0: ADSL G.992 started   

02/22/2014 07:13:11 PM      kernel     Line 0: ADSL G.992 channel analysis

02/22/2014 07:13:15 PM      kernel     Line 0: ADSL G.992 message exchange

02/22/2014 07:13:16 PM      kernel     Line 0: ADSL link up, Bearer 0, us=860, ds=4402   

02/22/2014 07:13:16 PM      kernel     bcmxtmcfg: XTM Link Information, port = 0, State = UP, Service Support = ATM  

02/22/2014 07:13:16 PM      kernel     bcmxtmrt: MAC address: 00 7f 28 ab 85 e0 

02/22/2014 07:13:16 PM      kernel     [DoCreateDeviceReq.2603]: register_netdev  

02/22/2014 07:13:16 PM      kernel     [DoCreateDeviceReq.2605]: register_netdev done   

02/22/2014 07:13:16 PM      kernel     XTM Init: 400 tx BDs at 0xa337c000    

02/22/2014 07:13:16 PM      kernel     bcmxtmcfg: Connection UP, LinkActiveStatus=0x1, US=860000, DS=4402000      

02/22/2014 07:36:56 PM      kernel     Line 0: ADSL link down

02/22/2014 07:36:56 PM      kernel     bcmxtmcfg: XTM Link Information, port = 0, State = DOWN, Service Support = ATM     

02/22/2014 07:36:56 PM      kernel     HOST XTM Tx ch 0 down success    

02/22/2014 07:36:56 PM      kernel     bcmxtmcfg: Connection DOWN, LinkActiveStatus=0x0

02/22/2014 07:36:57 PM      kernel     Line 0: xDSL G.994 training  

02/22/2014 07:37:08 PM      kernel     Line 0: ADSL G.992 started   

02/22/2014 07:37:12 PM      kernel     Line 0: ADSL G.992 channel analysis

02/22/2014 07:37:17 PM      kernel     Line 0: ADSL link down

02/22/2014 07:37:19 PM      kernel     Line 0: xDSL G.994 training  

02/22/2014 07:37:29 PM      kernel     Line 0: ADSL G.992 started   

02/22/2014 07:37:34 PM      kernel     Line 0: ADSL G.992 channel analysis

02/22/2014 07:37:38 PM      kernel     Line 0: ADSL G.992 message exchange

02/22/2014 07:37:39 PM      kernel     Line 0: ADSL link up, Bearer 0, us=860, ds=4300   

02/22/2014 07:37:39 PM      kernel     bcmxtmcfg: XTM Link Information, port = 0, State = UP, Service Support = ATM  

02/22/2014 07:37:39 PM      kernel     bcmxtmrt: MAC address: 00 7f 28 ab 85 e0 

02/22/2014 07:37:39 PM      kernel     [DoCreateDeviceReq.2603]: register_netdev  

02/22/2014 07:37:39 PM      kernel     [DoCreateDeviceReq.2605]: register_netdev done   

02/22/2014 07:37:39 PM      kernel     XTM Init: 400 tx BDs at 0xa336e000    

02/22/2014 07:37:39 PM      kernel     bcmxtmcfg: Connection UP, LinkActiveStatus=0x1, US=860000, DS=4300000      

02/22/2014 07:49:33 PM      kernel     Line 0: ADSL link down

02/22/2014 07:49:33 PM      kernel     bcmxtmcfg: XTM Link Information, port = 0, State = DOWN, Service Support = ATM     

02/22/2014 07:49:33 PM      kernel     HOST XTM Tx ch 0 down success    

02/22/2014 07:49:33 PM      kernel     bcmxtmcfg: Connection DOWN, LinkActiveStatus=0x0

02/22/2014 07:49:42 PM      kernel     Line 0: xDSL G.994 training  

02/22/2014 07:49:53 PM      kernel     Line 0: ADSL G.992 started   

02/22/2014 07:49:57 PM      kernel     Line 0: ADSL G.992 channel analysis

02/22/2014 07:50:02 PM      kernel     Line 0: ADSL G.992 message exchange

02/22/2014 07:50:03 PM      kernel     Line 0: ADSL link down

02/22/2014 07:50:04 PM      kernel     Line 0: xDSL G.994 training  

02/22/2014 07:50:11 PM           -- MARK --      

02/22/2014 07:50:14 PM      kernel     Line 0: ADSL G.992 started   

02/22/2014 07:50:19 PM      kernel     Line 0: ADSL G.992 channel analysis

02/22/2014 07:50:23 PM      kernel     Line 0: ADSL G.992 message exchange

02/22/2014 07:50:24 PM      kernel     Line 0: ADSL link up, Bearer 0, us=860, ds=4337   

02/22/2014 07:50:24 PM      kernel     bcmxtmcfg: XTM Link Information, port = 0, State = UP, Service Support = ATM  

02/22/2014 07:50:25 PM      kernel     bcmxtmrt: MAC address: 00 7f 28 ab 85 e0 

02/22/2014 07:50:25 PM      kernel     [DoCreateDeviceReq.2603]: register_netdev  

02/22/2014 07:50:25 PM      kernel     [DoCreateDeviceReq.2605]: register_netdev done   

02/22/2014 07:50:25 PM      kernel     XTM Init: 400 tx BDs at 0xa336e000    

02/22/2014 07:50:25 PM      kernel     bcmxtmcfg: Connection UP, LinkActiveStatus=0x1, US=860000, DS=4337000      

02/22/2014 07:55:35 PM      kernel     Line 0: ADSL link down

02/22/2014 07:55:35 PM      kernel     bcmxtmcfg: XTM Link Information, port = 0, State = DOWN, Service Support = ATM     

02/22/2014 07:55:35 PM      kernel     HOST XTM Tx ch 0 down success    

02/22/2014 07:55:35 PM      kernel     bcmxtmcfg: Connection DOWN, LinkActiveStatus=0x0

02/22/2014 07:55:36 PM      kernel     Line 0: xDSL G.994 training  

02/22/2014 07:55:47 PM      kernel     Line 0: ADSL G.992 started   

02/22/2014 07:55:51 PM      kernel     Line 0: ADSL G.992 channel analysis

02/22/2014 07:55:56 PM      kernel     Line 0: ADSL G.992 message exchange

02/22/2014 07:55:57 PM      kernel     Line 0: ADSL link down

02/22/2014 07:55:58 PM      kernel     Line 0: xDSL G.994 training  

02/22/2014 07:56:08 PM      kernel     Line 0: ADSL G.992 started   

02/22/2014 07:56:13 PM      kernel     Line 0: ADSL G.992 channel analysis

02/22/2014 07:56:17 PM      kernel     Line 0: ADSL G.992 message exchange

02/22/2014 07:56:18 PM      kernel     Line 0: ADSL link up, Bearer 0, us=860, ds=4256   

02/22/2014 07:56:18 PM      kernel     bcmxtmcfg: XTM Link Information, port = 0, State = UP, Service Support = ATM  

02/22/2014 07:56:18 PM      kernel     bcmxtmrt: MAC address: 00 7f 28 ab 85 e0 

02/22/2014 07:56:18 PM      kernel     [DoCreateDeviceReq.2603]: register_netdev  

02/22/2014 07:56:18 PM      kernel     [DoCreateDeviceReq.2605]: register_netdev done   

02/22/2014 07:56:18 PM      kernel     XTM Init: 400 tx BDs at 0xa336e000    

02/22/2014 07:56:18 PM      kernel     bcmxtmcfg: Connection UP, LinkActiveStatus=0x1, US=860000, DS=4256000      

02/22/2014 08:12:30 PM      kernel     Line 0: ADSL link down

02/22/2014 08:12:30 PM      kernel     bcmxtmcfg: XTM Link Information, port = 0, State = DOWN, Service Support = ATM     

02/22/2014 08:12:30 PM      kernel     HOST XTM Tx ch 0 down success    

02/22/2014 08:12:30 PM      kernel     bcmxtmcfg: Connection DOWN, LinkActiveStatus=0x0

02/22/2014 08:12:31 PM      kernel     Line 0: xDSL G.994 training  

02/22/2014 08:12:42 PM      kernel     Line 0: ADSL G.992 started   

02/22/2014 08:12:46 PM      kernel     Line 0: ADSL G.992 channel analysis

02/22/2014 08:12:51 PM      kernel     Line 0: ADSL G.992 message exchange

02/22/2014 08:12:52 PM      kernel     Line 0: ADSL link down

02/22/2014 08:12:53 PM      kernel     Line 0: xDSL G.994 training  

02/22/2014 08:13:03 PM      kernel     Line 0: ADSL G.992 started   

02/22/2014 08:13:08 PM      kernel     Line 0: ADSL G.992 channel analysis

02/22/2014 08:13:12 PM      kernel     Line 0: ADSL G.992 message exchange

02/22/2014 08:13:13 PM      kernel     Line 0: ADSL link up, Bearer 0, us=860, ds=4270   

02/22/2014 08:13:13 PM      kernel     bcmxtmcfg: XTM Link Information, port = 0, State = UP, Service Support = ATM  

02/22/2014 08:13:13 PM      kernel     bcmxtmrt: MAC address: 00 7f 28 ab 85 e0 

02/22/2014 08:13:13 PM      kernel     [DoCreateDeviceReq.2603]: register_netdev  

02/22/2014 08:13:13 PM      kernel     [DoCreateDeviceReq.2605]: register_netdev done   

02/22/2014 08:13:13 PM      kernel     XTM Init: 400 tx BDs at 0xa2eca000    

02/22/2014 08:13:13 PM      kernel     bcmxtmcfg: Connection UP, LinkActiveStatus=0x1, US=860000, DS=4270000      

02/22/2014 08:14:45 PM      kernel     Line 0: ADSL link down

02/22/2014 08:14:45 PM      kernel     bcmxtmcfg: XTM Link Information, port = 0, State = DOWN, Service Support = ATM     

02/22/2014 08:14:45 PM      kernel     HOST XTM Tx ch 0 down success    

02/22/2014 08:14:45 PM      kernel     bcmxtmcfg: Connection DOWN, LinkActiveStatus=0x0

02/22/2014 08:14:53 PM      kernel     Line 0: xDSL G.994 training  

02/22/2014 08:15:03 PM      kernel     Line 0: ADSL G.992 started   

02/22/2014 08:15:08 PM      kernel     Line 0: ADSL G.992 channel analysis

02/22/2014 08:15:12 PM      kernel     Line 0: ADSL G.992 message exchange

02/22/2014 08:15:13 PM      kernel     Line 0: ADSL link down

02/22/2014 08:15:14 PM      kernel     Line 0: xDSL G.994 training  

02/22/2014 08:15:24 PM      kernel     Line 0: ADSL G.992 started   

02/22/2014 08:15:29 PM      kernel     Line 0: ADSL G.992 channel analysis

02/22/2014 08:15:33 PM      kernel     Line 0: ADSL G.992 message exchange

02/22/2014 08:15:34 PM      kernel     Line 0: ADSL link up, Bearer 0, us=860, ds=4267   

02/22/2014 08:15:34 PM      kernel     bcmxtmcfg: XTM Link Information, port = 0, State = UP, Service Support = ATM  

02/22/2014 08:15:34 PM      kernel     bcmxtmrt: MAC address: 00 7f 28 ab 85 e0 

02/22/2014 08:15:34 PM      kernel     [DoCreateDeviceReq.2603]: register_netdev  

02/22/2014 08:15:34 PM      kernel     [DoCreateDeviceReq.2605]: register_netdev done   

02/22/2014 08:15:34 PM      kernel     XTM Init: 400 tx BDs at 0xa2ef2000    

02/22/2014 08:15:34 PM      kernel     bcmxtmcfg: Connection UP, LinkActiveStatus=0x1, US=860000, DS=4267000      

 

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Re: Issue with High Speed Internet
smith6612
Community Leader
Community Leader
‎02-24-2014 06:42 PM

Thanks for the info so far. To complement the above, could you get the Transceiver Statistics during a time where the line is staying up? The morning hours after the sun has risen and street lamps are off is a good time.

From what I'm seeing right now, your line is having a noise issue trying to maintain what is basically 3.5Mbps throughput. Your downstream sync speed is all over the place according to the logs, and the amount of corrected errors on the line is quite high. Attenuation suggests that your line is a bit on the long end of things. ~50dB Attenuation suggests around 12,500 feet of copper.

Once I get the morning statistics, we'll find out what the game plan is. You are free to reboot the modem, but if you do reboot it give the modem about 10 minutes to settle at a speed. So far, the plan is to consider getting Verizon out to look at the line for sources of both noise, and attenuation. Also, if you don't already have a Homerun, basically a jack dedicated for the DSL modem with the rest filtered out, this could be installed to help improve statistics, too. To determine this bit, you can perform a NID test with your modem.

If you have a newer style NID, there should be a test jack contained within that will allow you to plug the DSL modem into it. This bypasses your home's wiring, disconnecting it in fact (only while the jack is in use though), and in essence gives you a direct connection to the copper drop from Verizon. If your statistics are significantly improved at the NID, we know that your home's wiring is a large contributer of what is poor DSL Service. If there's not much of a difference, then it's Verizon's plant either working as intended, or having problems.

See this page for more info as to what a NID is: http://www.dslreports.com/faq/1317

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Re: Issue with High Speed Internet
javz
Newbie
‎02-24-2014 07:46 PM

Well... A technician finally came to my home today and it appears that the problem is fixed.

There was an interference on my line. The technician worked outside of my house and somewhere else in the area where I live. After 2 1/2 hours he left. Don't know exactly what he did. I was at work and my wife can't remember what he told her.

In summary,

There were 25 days since the beginning of the problem.

I made 11 phone calls to customer service (800-VERIZON).


Replaced the modem.

A technician was scheduled to come to my house 4 times.
Came in only once. In 2 1/2 hours the problem was solved.

Things should not have to be this hard to solve a simple problem, VERIZON...


Thank You so much Smith6612 for your input and trying to help. I learned a lot!...

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