US Telco Support > Verizon > Verizon Online DSL > Getting very tired of the run-around from tech support

reply to claygreenber

Re: Getting very tired of the run-around from tech support

Here are the line stats reported in my modem interface:

VPI: 0
VCI: 35
DSL Mode Setting: MMODE
DSL Negotiated Mode: NOT TRAINED
Connection Status: showtime
Speed (down/up): 3355/539
ATM QoS Class: UBR
Near End CRC Errors:0/739078
Far End CRC Errors : 2/0
Near End CRC(Within last 30 mins) : 0/0
Far End CRC(Within last 30 mins) : 0/0
Near End RS FEC : 0/0
Far End RS FEC : 6212/0
Near End FEC(Within last 30 mins) : 0/0
Far End FEC(Within last 30 mins) : 0/0
Discarded Packets(Within last 30 mins): 0
NR Margin (Downstream/Upstream): 12/9
Attenuation (Downstream/Upstream): 32/26

I see the problem with your low upload speeds and dropouts. It's shown both by the upstream margin which is low for upstream, and your upstream attenuation is higher than it should be. Plug your modem into your NID (a gray box typically found on the outside of your home, it connects Verizon's copper network to your home's network), carbon block (serves the same function as a NID) or wherever the service enters your home, and post up the stats from there.
--
It's all fun and games in a Team Fortress 2 battle until your sentry gun is sapped by the Spycrab!

Hi.

I live in an apartment building. There is an NID in one of the closets in my apartment, but when I try to hook into it, I don't get any connectivity. I just get a blinking DSL light. There are three lines to hook into and I tried all of them. How strange. Maybe this is not actually the active NID? In any case, I wouldn't have access to an NID that was located outside the building or in the basement.

Any other ideas on how to resolve my problem?

In this case, if you couldn't connect anywhere at a Demarcation point in the building, it's probably best to get a tech out to come clean up the lines for you (let him know about high upstream attenuation, low SNR and lower speeds, despite your line being good enough to hold the package if the upstream is cleaned. Should be a 2:1 ratio of downstream/upstream), or at least show you where your NID is (which your building manager might know which is yours as well).
--
It's all fun and games in a Team Fortress 2 battle until your sentry gun is sapped by the Spycrab!

Thanks so much for all of your help. I only wish that Verizon, who I am paying for service, cared as much as you do about helping me or fixing my issue. In the past, getting them to send a technician has been like pulling teeth....many teeth, and sometimes they cancel the trouble ticket without sending anyone or telling you. I guess it's time to suck it up and start the process of VZ tech support hell by making a call.

Update...I finally got a Verizon tech at my apartment. He ran some tests through the CO and found that the SN margin was not great. After casing my setup, he decided to test another modem (Colt 450) he had brought with him, and he got a slightly better margin. So, his solution was that I need a new modem. I ordered one and it should arrive soon. What are the chances that the modem could have been causing my poor margin?

I want to say "slim to none", but please do let us know.
--
reboot, reset, reconfigure, then recycle.

reply to claygreenber
I agree the trouble does not appear to be your modem. The trouble is either in your wiring somewhere or you are too far away from the C.O. for the speed you are provisioned at.

I should clarify though that I have always had great throughput in the past and nothing has changed in terms of wiring or distance from CO.