Madcow_1701
join:2008-03-27
Yorba Linda, CA
| VERY unhappy DSLExtreme customer here..........
3+ years, it worked just fine.
One day it went down the loo.
over a year and a half and dozens upon dozens of phone calls later, it's still a worthless waste of my time.
It took me over 3HOURS yesterday to click through a website and purchase domain names for a client. It should have taken 3 minutes at the most.
My sticking point here... IT USED TO WORK FINE.
I have a dedicated line, installed by the phone company, and checked by way of an in home service call like 3 times now.
They have done line tests, they say they can't find an issue.
They have sent a tech out.
Every time they do a line test while I am on the phone, I go from 2kilobit sec. up to 1341 or so. Then it drops again within a couple of hours.
My average download connect speed is 2kilobits sec., upload is around 300 kilobits sec.
I have by passed my wireless router and connected directly to the 3rd modem I have received from them, no difference.
I have tried connecting with 5 different computers, 2 of them laptops. Same results, virtually no connection.
I have replaced the cabling from the wall to the modem 3 times, the cables from the wireless router to the modem twice.
The only thing I have NOT replaced was the wireless router, but I have bypassed that every time they go through the routine on the phone with me, and since even a direct connection fails, the wireless seems somewhat a non issue.
I check FIOS 3 or 4 times a week now, but of course, no luck. I'm more likely to see a weather report of blizzards in hell before FIOS is available in my area.
I was supposed to start my 6th and final term at Animation Mentor this coming Monday, it is an online animation school that was extremely expensive (over 15k) and lasts 18 months. For the last 9 months of the class my connection was so bad that I couldn't watch the lectures, participate in the live sessions and it hurt my grades.
So far, I have skipped 2 terms now, because my connection is complete crap. Monday, and I have to call them and basically tell them I have to skip again.
Because I have already skipped 2 terms, I may end up being dropped from the program and have to reapply again.
In all this time, no one seems to have a clue as to what the problem is only saying that I'm 13k distance from a hub,
EVEN THOUGH IT WORKED FINE FOR 3 YEARS.
To be honest, I'm looking for a new provider if this isn't resolved in the next week. |
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DSLX_Zak
Premium
join:2007-01-04
Salt Lake City, UT
| Hi,
If you send me your account information as well as the brand of modem you are using and good contact information I will read the notes on the account and see what can be done.
Am I understanding correctly that whenever we pull a line reading over the phone it starts to work better for a few hours after the line reading test is complete but not before then?
I just want to make sure it is not a High-open where the DSL works fine when your phone is off the hook but doesn't work when you hang it up.
--
Zak
Tech Support
DSLExtreme
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Madcow_1701
join:2008-03-27
Yorba Linda, CA
| said by DSLX_Zak  :Hi, If you send me your account information as well as the brand of modem you are using and good contact information I will read the notes on the account and see what can be done. my username here is the same as on my account. madcow_1701
said by DSLX_Zak Am I understanding correctly that whenever we pull a line reading over the phone it starts to work better for a few hours after the line reading test is complete but not before then?
I just want to make sure it is not a High-open where the DSL works fine when your phone is off the hook but doesn't work when you hang it up.[/BQUOTE :Correct. Yesterday I was getting anywhere from 2-50 kilobits sec, I called, they did a line test, and I jumped up to 650 download. Unfortunately, the solution to my call was they said they are going to send me a 4th modem...  My currrent modem is a Dlink ADSL 2320B And allow me to restate this........ I have a dedicated line, installed when I first signed up, installed by the phone company on a service call issued by DSLX. Said connection and wiring has been checked. In fact, this is the only thing the phone line is even being used for. 100% of our phone traffic these days is on cel phones. |
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DSLX_Zak
Premium
join:2007-01-04
Salt Lake City, UT
| Hi,
I made a few changes on the account and I want to know if you can see a difference in the speed right now. I understand it may not be a permanent resolution and it could take time to tell but I am just curious to know how it is working right now. |
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Madcow_1701
join:2008-03-27
Yorba Linda, CA
| said by DSLX_Zak :Hi, I made a few changes on the account and I want to know if you can see a difference in the speed right now. I understand it may not be a permanent resolution and it could take time to tell but I am just curious to know how it is working right now. I'm now burning up the internet at a blazing 97 download speed.
Considering what I've been getting, this is serious high speed for me. |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| Hi Steve,
I took a look at your current line readings and show that you are in sync at the full 1500/384. They look pretty solid. I see that our support team spoke with you yesterday and had a replacement modem coming out to you. I think trying the new modem is good start. If they doesn't help correct the issue we will need to setup a dispatch from AT&T to have them come out to your location and test the line. Let me know when you get the new modem and we can further trouble shoot. I appreciate your patience. We will find what is causing the issue on the line and get it corrected. Your line readings are below for your reference.
DN STREAM SPEED The line is running at the maximum bit rate of 1536 kbps.
UP STREAM SPEED The line is running at the maximum bit rate of 384 kbps.
DN STREAM S/N The line noise margin is 14.0dB, which is above the target noise margin of 6.0dB.
UP STREAM S/N The line noise margin is 17.0dB, which is above the target noise margin of 6.0dB.
DN STREAM POWER The line power is 10.0dBm, which is below the maximum of 20.0dBm.
UP STREAM POWER The line power is 7.0dBm, which is below the maximum of 13.0dBm.
DN STREAM LINE CAPACITY The line is running at 32% of relative capacity on downstream transmission path.
UP STREAM LINE CAPACITY The line is running at 50% of relative capacity on upstream transmission path.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.  |
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Madcow_1701
join:2008-03-27
Yorba Linda, CA
| unfortunately that is the same reply I have been getting for 18 months.
"Everything looks fine, you should be running at top speeds" etc.
But reality is far different. I just ran speedtest.net and I'm getting 239 down, 320 up.
I can't even load the speed test on the DSLX site as my connection times out waiting for it. |
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deblin
Dark Side of the Moon
Premium,MVM
join:2001-09-01
Middletown, DE
 ·Verizon FIOS
 ·Comcast Workplace
 ·DSL EXTREME
| said by Madcow_1701 :unfortunately that is the same reply I have been getting for 18 months. "Everything looks fine, you should be running at top speeds" etc. But reality is far different. I just ran speedtest.net and I'm getting 239 down, 320 up. I can't even load the speed test on the DSLX site as my connection times out waiting for it. This really does NOT look like a line problem. The stats for your line look great. In fact, you'd be able to easily handle the 3Mbit plan, based on those numbers.
Have you checked for viruses/trojans/worms/botnets/etc on your computer(s)? It could be that one or more of them are infected and sending data out, saturating your upstream and causing your speed tests to slow down.
Also, if you have a router, have you tried removing it from the equation and plugging directly into the PC?
Please run the NDT test and report back the detailed report and the statistics. Also, consider running a tweak test.
--
Hello...is there anybody in there? |
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Madcow_1701
join:2008-03-27
Yorba Linda, CA
| The virus/worm/trojan idea was presented to me 18 months ago when the problem started.
It's also one I can absolutely dismiss as a dead end to bother with.
I run extremely tight security on my systems because of my work. Regular Virus scans, malware blocking, spybot, ad blocking etc. WAY above and beyond what the average user would do.
As the results were the same with 5 different systems, one of which was a brand new out of the box laptop, I can conclude beyond any doubt that no viruses are involved.
And since I don't even browse sites that might even remotely be unsafe, I don't blindly open attachments or other ridiculous things people find funny, we can eliminate the virus angle, it's a no go.
my wiring has been checked by a service call at least twice, I think it was actually 3 times just this past year trying to figure this out. All 3 times I got a passing grade.
And as I stated in my very first post, removing the wireless router and connecting directly to the modem also produces horribly slow results.
a speed test run just now with my laptop directly connected to the modem with a cable, yielded a 45 kilobit download speed, my workstation, about 15 minutes ago yielded 50 as a download speed. |
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deblin
Dark Side of the Moon
Premium,MVM
join:2001-09-01
Middletown, DE
·Verizon FIOS
·Comcast Workplace
·DSL EXTREME
| It is not a physical problem with the DSL line. Post some traceroutes, run the tweak test, etc. We need more info. And do all those tests connected directly to the modem, or at least shut down/disconnect all the other devices.
--
Hello...is there anybody in there? |
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Madcow_1701
join:2008-03-27
Yorba Linda, CA
| been there done that. Direct connect to modem, firewall, port blocking and all spyware, malware virus checking turned off, no apps running.
both the NDT test and the Tweak test fail to connect to a server.
I am getting occasional "not connected to the internet" messages.
can't connect to DSLX speed test. |
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deblin
Dark Side of the Moon
Premium,MVM
join:2001-09-01
Middletown, DE | Why won't you post traceroutes? or any other diagnostic information? If all you're here to do is vent/complain, we have a forum for that.
--
Hello...is there anybody in there? |
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cwhite2812
@dslextreme.com
| reply to Madcow_1701
Given that the line test results show the problem cannot be with the line and several modem/router changes have not caused the behavior to be any different, the problem must lie behind the modem, whether it could be with the network card on one of your computers, a bad cable somewhere, maybe even a bad switch. I've seen bad cables and nics do some pretty strange things.
Have you tried plugging each computer into the modem individually to see if their performance differs?
How is your LAN performance? Are there any problems with it?
Have you checked the event logs on the computers for anything that looks out of the ordinary?
Even just a tracert will provide great information because it will show each hop and the latency on that hop which can very quickly illustrate any problems. |
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cwhite2812
@dslextreme.com | Forgot one thing. Have you taken any of your computers to another connection, friend, school, wherever, and verified their performance increases to the expected level? |
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Madcow_1701
join:2008-03-27
Yorba Linda, CA
| reply to deblin
said by deblin :Why won't you post traceroutes? or any other diagnostic information? If all you're here to do is vent/complain, we have a forum for that. What part of unable to connect to the sites you wanted results from wasn't 100% clear????? I just spent the last 30 minutes or so with ZERO connection at all.
Clearly you have a reading comprehension problem, and can't seem to get it through your head that I have limited to no connection and unable to run your requests, so why don't you take a hike and bother someone else. |
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deblin
Dark Side of the Moon
Premium,MVM
join:2001-09-01
Middletown, DE
·Verizon FIOS
·Comcast Workplace
·DSL EXTREME
| said by Madcow_1701 :Clearly you have a reading comprehension problem, and can't seem to get it through your head that I have limited to no connection and unable to run your requests, so why don't you take a hike and bother someone else. You're posting here, how are you managing that?
I'm asking you to POST A TRACEROUTE. How hard can that be?
- click start, then run...
- type cmd, hit enter
- type: tracert www.dslextreme.com, hit enter
- paste the results here
Also, it'd be useful to see the output of:
ipconfig /all
While connected directly to the modem.
--
Hello...is there anybody in there? |
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sashwa
Pixie Cat
Premium,Mod
join:2001-01-29
Alcatraz
clubs: 
·Alameda Power & Te..
Host:
Broadband Modem (H..
MSN
DSL Extreme
Windstream
Southeast Asian Br..
| reply to Madcow_1701
Madcow, I can imagine how frustrated you are right now. But there is no need in getting defensive to those who are trying to help you figure out your problem.
You have George and Zak, our official DSLX techs, trying to help as well as some of our memebers. They are great at getting ppl up and running the way they should be. Give them a chance and try to provide the info that they are asking for. They may be able to see something the others have missed.
If you do not want the help, let me know and I can move you over to our Rants and Raves Forum.
--
TH ~ NE ~ EPN ~ NC ~ TD |
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Madcow_1701
join:2008-03-27
Yorba Linda, CA
| reply to cwhite2812
I have tried 5 different systems each one, one at a time connected DIRECTLY to the DLink modem provided by DSLX. No applications running except a browser.
No firewall, no anti virus programs, no port blocking. nothing.
Each of the workstations have 2 integrated NIC's and 1 wireless card. No, there is not a conflict with the wireless and the integrated NIC's.
2 laptops, one of which was brand new out of a box and didn't even have apps installed.
Both laptops work fine at other locations. At work I get 5mbps with zero issues what so ever. So it's pretty safe to say it isn't the computers, and I've replace multiple cables several times which really makes it unlikely that is the problem either.
The likelihood of 5 different systems, with 13 different NIC connections ALL being defective? Since both laptops work elsewhere and the problem still persists at home, I'm going to go out on a limb and say that isn't likely either.
FYI I do have an app installed to view incoming and outgoing traffic, and that would alert me to the aforementioned malware/virus/trojans using my machine to send packets. So we can also eliminate those as a source of trouble as well.
I do have periods of it working at normal speed for a few hours, usually after I've had DSLX checking my line. Without fail it always drops out a few hours later.
In the last half hour while Mr. Impatient decided to get snotty about me not providing test results, which I explained I could not access, I lost 100% connection for around 20-30 minutes. Reboots, reset modem etc. did nothing.
As of 1 minute ago, speedtest.net has me up to 1220 kbps download. As I said, this is what happens every time.
I just ran tracert, and this is what shows RIGHT NOW:
Tracing route to dslextreme.com [66.51.205.15]
over a maximum of 30 hops:
1 said by cwhite2812 :
Given that the line test results show the problem cannot be with the line and several modem/router changes have not caused the behavior to be any different, the problem must lie behind the modem, whether it could be with the network card on one of your computers, a bad cable somewhere, maybe even a bad switch. I've seen bad cables and nics do some pretty strange things.
Have you tried plugging each computer into the modem individually to see if their performance differs?
How is your LAN performance? Are there any problems with it?
Have you checked the event logs on the computers for anything that looks out of the ordinary?
Even just a tracert will provide great information because it will show each hop and the latency on that hop which can very quickly illustrate any problems.
|
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Madcow_1701
join:2008-03-27
Yorba Linda, CA
| reply to deblin
said by deblin You're posting here, how are you managing that?
I'm asking you to POST A TRACEROUTE. How hard can that be?
- click start, then run...
- type cmd, hit enter
- type: tracert www.dslextreme.com, hit enter
- paste the results here
Also, it'd be useful to see the output of:
ipconfig /all
While connected directly to the modem.
[/BQUOTE :That would apparently be where LIMITED connectivity kicks in. I quite clearly stated that trying to run the links you provided I get no response. And I also see that replies have limited lengths, so my last post got completely trashed so I'll post again in 4 or 5 parts....... |
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Madcow_1701
join:2008-03-27
Yorba Linda, CA
| Windows IP Configuration
Host Name . . . . . . . . . . . . : majestic-aj2x80
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Unknown
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
Ethernet adapter Local Area Connection:
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : NVIDIA nForce Networking Controller
Physical Address. . . . . . . . . : 00-17-31-6F-3E-F4
Dhcp Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
IP Address. . . . . . . . . . . . : 192.168.1.102
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : 192.168.1.1
DHCP Server . . . . . . . . . . . : 192.168.1.1
DNS Servers . . . . . . . . . . . : 66.51.205.100
66.51.206.100
Lease Obtained. . . . . . . . . . : Thursday, March 27, 2008 5:10:02 PM
Lease Expires . . . . . . . . . . : Friday, March 28, 2008 5:10:02 PM |
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