Frequent Disconnects & Slow Speeds

Frequent Disconnects & Slow Speeds
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klear @ 25th Mar 05:46PM:
Frequent Disconnects & Slow Speeds

I'm getting disconnected frequently and have slow speeds. It's been like this for 2 weeks now, and my ticket was closed without any resolution. Can anyone help..?

I've already troubleshooted the problem with many tech support representatives even tier 2..nobody can find a solution
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irieken @ 25th Mar 07:07PM:
Re: Frequent Disconnects & Slow Speeds

Are you actually getting disconnected (does your modem lose sync)? Or, is your downstream bandwidth so bad that your connections are timing out?

The latter is the problem with my DSL Extreme service in San Diego. -- No solution, yet.
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klear @ 25th Mar 07:15PM:
Re: Frequent Disconnects & Slow Speeds

Not so much today, but the past few days I've been getting disconnected temporarily for like awhile then I get back on. My downstream bandwidth was normal, but I just kept getting disconnected. I haven't been offline yet today, but I'm getting slower speeds than what I'm paying for.
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irieken @ 25th Mar 07:42PM:
Re: Frequent Disconnects & Slow Speeds

Well, you might want to call back and be persistent. Chances are that it's either a wiring issue inside your building, or a problem with the wiring to the building.

Even if there is a problem with the wiring in your building, the phone company techs are pretty good about fixing them (on DSL Extrem's behalf) without charging you for it.
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klear @ 25th Mar 09:16PM:
Re: Frequent Disconnects & Slow Speeds

I've talked to them many times. They tell me to wait and see what happens or something. Someone brought up a wiring issue, but I don't see how my internet works perfectly fine with a different ISP or worked fine with DSLX before, but all of a sudden changes. Right now, my internet is stable but my speeds are slow. They already had my phone company come over and check the line, they said it was good.
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klear @ 26th Mar 10:20PM:
Re: Frequent Disconnects & Slow Speeds

Anyone..?
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anon @ 27th Mar 01:35AM:
msg deleted

deleted by a moderator
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Zak_D_H @ 27th Mar 11:27AM:
Re: Frequent Disconnects & Slow Speeds

Hi Klear,

I apologize for not getting to you on this sooner. Can you please send me a PM with the account information and a explanation of what troubleshooting(I prefer to have the customers version over ticket notes) you have already tried and I will take a look at this for you.
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klear @ 27th Mar 03:15PM:
Re: Frequent Disconnects & Slow Speeds

PMed
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Zak_D_H @ 27th Mar 05:59PM:
Re: Frequent Disconnects & Slow Speeds

Relative Capacity
100

92
Noise Margin
4.5

9.7
Transmit Signal Power
17.3

12.2
Attenuation
51.6

32.6
Bit Rates
3158

863

These are the current line readings. They indicate the modem is only barely able to handle the current sync rate which could be why you are having intermittent sync. If Verizon reported a good signal at the phone-box then the poor connection could be do to inside wiring. Even if you may not have made any chances to inside wiring you should have the jack checked and possibly try the modem in a different jack.

Make sure all phone devices on that line are filtered and that the modem is not filtered. Do not hesitate to try an even shorter phone cord than the one we sent you.

I have re-opened the ticket for you on this issue so we can re-open the trouble-ticket with the phone company if needed. Please send me a PM with the best contact number and times you are available to answer questions or work on the issue.
--
Zak

Tech Support

DSLExtreme

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klear @ 29th Mar 02:54AM:
Re: Frequent Disconnects & Slow Speeds

When I switch between modems I get different speeds and sync.

All my phone devices are filtered, and my modem is not filtered. I can't use an even shorter phone cord, because that will be TOO short.

I've sent you another PM.
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klear @ 8th Apr 04:52PM:
Re: Frequent Disconnects & Slow Speeds

You can close this topic. As I predicted, no tech support was able help me at all, waited very long to get through to tech support (online and by phone), the problem just settled on its own. But I'm sure it will come up again.
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klear @ 21st May 09:49PM:
Re: Frequent Disconnects & Slow Speeds

This is truly amazing. After having had talked to countless amount of representatives did you guys figure out what the problem is. I have suggested many times that it can also be because of my distance and line cannot handle the speeds. You guys had Verizon come to my home to check my line 3 times, all of which I was never told when they will be coming. So we finally agree and conclude that the solution would be to downgrade my connection. I don't see why I was put on it to begin with.

Many of the tech support representatives would only try to troubleshoot with me. Is your modem plugged in directly to the PC? Is the cord connected to a splitter? Do you have any other phones in the house, security systems, etc? One guy even told me that the problem was the phone cord that you guys gave me and I had to buy a new one. On and on, you should be able to see how much of a hassle this was. I was transferred from tech support to tech support to billing, back to tech support, then to tier 2 tech support, and so on. I must have spent hours on the phone on hold and being transferred and told the same thing by all the tech support people, "ITS AN INSIDE WIRING PROBLEM."

So now, as I'm posting this, I can't even post from my own home? This is because you guys downgraded my package. But why would you disconnect my current connection before you guys can even get me up and running again? I've even heard one of the tech supports talk about me in the background, because every rep there must know about me and this NOTORIOUS HORRIBLE job. Everyone who told me they would get back to me did not even get back to me in the times they mentioned.

I have had the worst internet experience ever since I signed up with DSLExtreme. For about four months now, inconsistency and no connections at all. Now, I cannot even go online, but I must wait an EXTRA WEEK to get online (this is what your support representatives said).

To top that off, my modem Westell 6100 which Verizon let me keep is compatible with DSLEXTREME. And I talked to multiple representatives before ordering that the modem is not compatible. So I had to pay around $15 for shipping? WOW
I do not know why I am being charged the same price that I use to pay for my horrible 3.0 Mb plan with my downgrade 1.5 Mb plan. I wanted to be moved back onto DHCP, but you guys say I'm unable to? Then why was I able to connect with DHCP when I had service with you years ago?

Waiting for my internet to get fixed, talking to incompetent tech support people, and being charged for this pain? What a terrible experience.

EDIT: And I remember multiple occasions where tech support would put me on hold for some unknown reason. And other tech reps trying to lie to me to get me to hang up? Amazing.

Internet chat with online tech support:

David:
They couldn't complete it today for some reason and will need to try it again tomorrow. NO I DON'T KNOW WHY.

Why couldn't it have been completed today. If it couldn't have been completed why did you guys kill my internet early?

Oh, and apparently it takes him 10 minutes per response, and he stopped replying to me all together.

This David person also threatened that there will be nobody else available to talk to via Live Chat except for himself and that he will not help me.

Update: My old internet is kind of working at home. I guess the people who told me my 3mb connection was already pulled lied.
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dslx_gm @ 22nd May 12:48PM:
Re: Frequent Disconnects & Slow Speeds

Hi David,

I took a look at your account and show that you are now on the 1500/384 profile. When you went down, it must have been due to Verizon changing over the profile at that time. You won't have extended downtime for an upgrade or downgrade.

Your current line readings still do not look good even at the lower profile. That would indicate to me that there is still a problem on the line somewhere. Keep in mind that the rate that your line syncs at and the line readings indicate a problem on the phone line itself between the modem and central office.

Do you have access to your NID/MPOE? If so, is it possible to plug in the DSL modem at the NID/MPOE? If so we can then run another line readings test to see how the line readings look from there.

Your line readings are below for your reference.

DSL Line property
Downstream

Upstream
Relative Capacity
100

63
Noise Margin
5.1

16.2
Transmit Signal Power
14.5

10.5
Attenuation
48.8

29.2
Bit Rates
1432

447

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. ;)
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klear @ 22nd May 11:39PM:
Re: Frequent Disconnects & Slow Speeds

I requested to be put on Fast Path, but I'm still on interleaved. I will have to check if I have access to it.
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klear @ 24th May 12:05AM:
Re: Frequent Disconnects & Slow Speeds

Internet died again for about 2 and a half hours. I called you guys up, was told I'd be called back. But like the last 3 times, I never got a call back.

However, my internet is up and running again. But what's up with the downtime?

Btw, I tried to go check the box, but I have no outlet to plug in the modem there.
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klear @ 25th May 08:27PM:
Re: Frequent Disconnects & Slow Speeds

Get disconnected for hours then internet comes back on then get disconnected for a few more hours..
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klear @ 27th May 04:23PM:
Re: Frequent Disconnects & Slow Speeds

Dead. Internet is stlil DEAD
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klear @ 27th May 06:00PM:
Re: Frequent Disconnects & Slow Speeds

This is RIDICULOUS. I have not have good connection ever since I signed up with you guys. It has been over 4 months already. I had PERFECT connection when I had Verizon DSL, and I should have just stayed with them.

A representative at DSLExtreme TOLD ME that the Westell 6100 that Verizon let me keep was UNCOMPATIBLE with DSLExtreme, when that was a lie. So I was charged $15 for shipment of the modem, and when my contract ends, I have to pay to ship it back? To add to that, the modem arrived a week late because they had to replace an order for the modem for me?

Now, my internet is not even working. I cannot connect. It's been over 4 months already, how much more do I have to wait until my connection gets fixed? I have to wait like an hour to talk to any DSLExtreme representative, and when I talk to them, they do nothing except try to troubleshoot and blame place blame on something else.

You guys tried to blame the modem, NO, it isn't the modem, I've tested two different modems already. You guys blamed the phone line, NO it is not the phone line. You guys think I put a filter on my modem, NO, I do not have a filter connected to the modem. You guys tell me to put my modem into BRIDGE mode, I did with and without, it makes NO difference. You guys blame that it is an inside wiring issue, but what could be the issue? Before I was activated with DSLExtreme, Verizon Online DSL was ALWAYS CONSISTENT, UP AND RUNNING, AND GOOD for me. Ever since my contract with DSLExtreme contract started, I have had either SLOWER THAN NORMAL SPEEDS (which is better than being offline), NO INTERNET ACCESS AT ALL, NORMAL SPEEDS BUT GETTING DISCONNECTED EVERY X AMOUNT OF MINUTES, and so on.

You guys downgraded me to 1.5 plan, and I'm still charged the same rate. You guys said you would call me back regarding credit, but I never got a call back.

So what am I to do, keep paying for internet that never works? Why can't you guys just try to do other things to help me? At least, let me get back with Verizon, since their service was always good for me.

I'm sure you guys will talk about how your lines are leased with Verizon. But that doesn't matter, I had GOOD connection when I had Verizon Online DSL, and NO connection with DSLExtreme.

What gives? I am so sick of all of this. I have lost all my patience, I think 4 months dealing with this is enough. Either, terminate my contract with no charge, try putting me on DHCP, fix the equipment on your end, or ANYTHING that will fix this. I want a quick fix, 4 months is TOO long.
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Zak_D_H @ 27th May 06:48PM:
Re: Frequent Disconnects & Slow Speeds

Hi Klear,

Looking at the line readings you can see that there is a problem with the signal on the line. The modem is not able to sync at 1.5mb and is at 100% capacity. Something needs to be done to improve the signal quality before the line can become stable. It is possible that Verizon had you profiled at a lower speed and that is why it was stable before the switch.

If you did switch from Interleave to Fastpath with the line readings that DSLX_GM posted that would be BAD because you would start to have Intermittent sync or no sync. If you switched to Fastpath I would recommend calling support and having them set you back on Interleave. Until we can improve the DSL signal the line needs to be on Interleave so that it can stay connected even though the signal is poor.

For a more permanent resolution we need to identify what is causing the signal to be poor. DSLEXTREME does not send the signal so the problem is somewhere between the Verizon network and your DSL modem. If you tried a different modem then it is likely a inside wiring issue(anywhere from the jack to the phonebox) or an outside issue (meaning Verizon will need to be dispatched to the phone-box to repair any problems at the phone-box).

If the problem is do to distance then I would recommend switching to the 1mb plan so that the connection will be more stable. Based off the line readings you would not have intermittent sync issues on the 1mb plan.

Have you tried connecting the modem to the MPOE (outside phone-box) and having us do a line reading test to see if the signal is better? It is possible wiring between the phone-box and the phone-jack needs to be replaced/repaired.

There are many explanations for why the signal may have been stronger before and is not strong now. Unfortunately none of them will actually solve the problem. To solve the problem we have to try and find a way to improve the DSL signal to the modem. Here is an example. The Loop length is the distance from Verizons CO(or RT) to the phone-box at you're house. Loop length is measured in distance in actual wiring(not as the crow flies). If Verizon was doing construction on a street between you and the Central office the distance to your CO could change drastically overnight. They could make a change that causes the distance to increase by an entire city block before it gets to you're home. Changes like that are usually permanent and the only way to make up for it is to improve the wiring/signal someplace else.

Have you considered installing an MPOE splitter? You can find more info on MPOE/Nid splitters on this site or this link I am posting below.

»homephonewiring.com/dsl.html

»Networking Forum FAQ »How can I make my own splitter?

The issue could also be do to a high-open or similar inside wiring issue. For more info on high-open refer to the below link:

»Ameritech - SBC FAQ »DSL works only with phone off-hook, known as High Open
--
Zak

Tech Support

DSLExtreme

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klear @ 27th May 07:57PM:
Re: Frequent Disconnects & Slow Speeds

I've tried to plug the modem in at the outside box. But I don't have a power outlet there, and there's no way to get it there even with extension cords.

Can you just try to downgrade me to 1Mb connection? I don't even care anymore about the speed. The ony reason I picked you guys was because I would be able to get a higher speed 3 Mb for a cheaper rate than what Verizon has to offer. But since that won't work, can we just try putting me on 1Mb connection for now? ASAP if possible, better slow speed than no connection at all.

And I wasn't put on Fast Path, I just requested it. Because I had you guys a few years ago, with NO problems at all at the very same location with fast path for lower latency, but it appears as though everything good I had with you guys years ago is gone.

So, please downgrade me once again to 1Mb. And I hope to think that the price for that is even cheaper.

Thanks
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klear @ 28th May 03:36PM:
Re: Frequent Disconnects & Slow Speeds

Talked to live support last night. I got the same repesentative that has been giving me attitude, David. Asked him kindly to have me moved down to 1Mb, he said it will take over night. There is no change, he LIED to me about having placed the order.
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klear @ 28th May 03:53PM:
Re: Frequent Disconnects & Slow Speeds

I need one of you guys to have me downgraded to 1Mb. I WILL NOT call them and agree to the terms and conditions to pay a downgrade fee and GET INTO A NEW contract just because my line cannot handle the 1.5mb speed. I was disqualified for the 3Mb connection before and was moved down to 1.5. Please move me down to 1.0mb. Why should I pay a downgrade fee or renew my contract when I'm too far from the CO and I was never told that?

I was already lied to by another representative who said he placed the order for me. Why do you allow such incompetent staff?

UPDATE: Was told by another rep that the downgrade order will be placed. I've saved the conversation for future references. Thanks
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dslx_gm @ 28th May 07:24PM:
Re: Frequent Disconnects & Slow Speeds

Hi David,

The support representative has a ticket open with Verizon to have your sync rate lowered to the 1000/384 profile. Sync the packages with Verizon are all up to they have the ability to lower the sync rate without downgrading the package itself. It takes Verizon up 24 hours to pick up a new ticket which is likely why it has not occurred yet. Though he isn't here to speak with him, I assume his reasoning behind this was to see if lowering the sync rate would have an impact and improve the line or if there is another issue like bad wiring that is causing the issue. If its the later then downgrade may not fully correct the issue.

Regardless, I have gone ahead and placed a downgrade order for you to the lower speed package. You will receive an email with an activation date for that once it has been processed and the Telco returns a due date.

On most newer MPOEs there is a jack that you can plug into to test the DSL line. If you have an older MPOE, you may want to call Verizon to see about having them install a new MPOE for you.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. ;)
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klear @ 30th May 04:00PM:
Re: Frequent Disconnects & Slow Speeds

Downgrade made no difference at all. My DSL connection works only during the night after around 7 PM. Then it stops working in the morning. Why am I still on PPPoE connection? Please MOVE me to DHCP like you guys said you would put me on when I talked to the billing department. And why was I charged from 5/27 until the end of the month if my activation date isnt even until 6/2

And can you do anything to speed up the activation date?
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anon @ 30th May 05:24PM:
msg deleted

deleted by a moderator
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klear @ 1st Jun 03:48PM:
Re: Frequent Disconnects & Slow Speeds

I was talking to "Holly" via Live Support for Billing online. While discussing my billing status, she ENDED the session without any solution for me. What is the reason for this?

Update: I went back into the Billing support. And "Cristie" ended the session as well without providing any answer for me.
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klear @ 2nd Jun 03:59PM:
Re: Frequent Disconnects & Slow Speeds

Internet is now working fine at 1 Mb with DHCP. It's a shame you guys said you couldn't move me to DHCP before. Thanks I guess. But the only reason I picked you guys was for the faster speeds. Now I'm back where I began.

EDIT: Spoke too soon. Internet is down again. But this time it did work at a time where it would not normally work..
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klear @ 2nd Jun 05:44PM:
Re: Frequent Disconnects & Slow Speeds

WOW. You guys are just incredible. I spoke with another rep via chat "Katherine" who kept telling me that my DSL wasn't activated yet. When it ALREADY was. Then she CLOSED THE CHAT SESSION IMMEDIATELY saying I have to call in. AMAZING..
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dslx_gm @ 2nd Jun 06:46PM:
Re: Frequent Disconnects & Slow Speeds

David,

If you are still losing sync on the line and getting disconnected as I mentioned in my previous post, the issue is likely on the line somewhere between the modem and phone companies central office. Changing your connection type from DHCP to PPPoE would not cause your modem to lose sync.

We will need to send out a Verizon technician to have the line tested and further trouble shoot. Hopefully now that the line has been downgraded they will be able to isolate and determine where the issue is. I show that they have spoken with you and have a ticket open with Verizon at this time to have the line further tested.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. ;)
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klear @ 11th Jun 01:00AM:
Re: Frequent Disconnects & Slow Speeds

I don't think the Verizon technician showed up. But they put on my account to stop sending people to come and check the box.

The internet did not even work until yesterday and today it has been working ALL DAY without any problems.

We'll see if anything has changed. And no, I did not change anything to my inside wiring, so this shouldn't have been blamed as an inside wiring issue.
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klear @ 19th Jun 04:00AM:
Re: Frequent Disconnects & Slow Speeds

I really can't take it anymore. Very inconsistent internet and all that. Don't get me wrong, I had DSL Extreme before and I had good quality service with you guys. It just isn't the case now. I have tried everything already. The inside wiring has been checked and I see no other valid reasons for me to continue having intermittent connectivity. Please release me from my contract, that way I can have the internet running again.
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dslx_gm @ 19th Jun 04:51PM:
Re: Frequent Disconnects & Slow Speeds

David,

Please send over your account information via PM? Unfortunately BBR deletes past PMs after a certain amount of time so I am not able to reference our old conversation.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. ;)
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klear @ 19th Jun 05:56PM:
Re: Frequent Disconnects & Slow Speeds

Pmed
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