US Telco Support > Verizon > Verizon Online DSL > [connectivity] DSL Loose Connectivity

[connectivity] DSL Loose Connectivity

Start by posting your Transceiver Statistics. »192.168.1.1/ is the place to find them. You go to System Monitoring, then choose Advanced Statistics and from there, Transceiver Statistics. Just copy and paste the results for us.

reply to snowballhush
Logged on this morning at around 9:00 and got this Transceiver Statistics. Have both laptop's running and smartphone, logged on to my VPN and at 9:46 I went down. Came back up around 9:51.

Really would appreciate any help. Thank you

Transceiver Statistics
Transceiver Revision A2pB020b3.d20h
Vendor ID Code 4D54
Line Mode ADSL_2plus
Data Path FAST

Transceiver Information Down Stream Path Up Stream Path
DSL Speed (Kbits/Sec) 3358 863
Margin (dB) 27.0 16.9
Line Attenuation (dB) 14.0 5.3
Transmit Power (dBm) 5.0 12.4

reply to snowballhush
Just to rule out the wireless part try connecting wired to see if that helps. Disable the wireless on the computer after you do this or turn it off on the router.

Good luck

reply to snowballhush
"I called Verizon and they suggested to upgrade router/modem - currently we have Westell 7500."

What are they going to "upgrade" it to? I received a 7500 recently and Verizon told me it was the latest modem they offer.
--
"Remember, Comrade, people who are willing to destroy an efficient telephone system may not be playing with a full deck."

reply to ken2400
Not seeing anything that stands out immediately regarding the physical line itself. Those statistics seem to be just fine. As suggested above, can you connect one of your PCs to the Wired portion of the Westell to see if the drops exist? If they do, provide the modem logs for us to see (pastebin.com them if you can. Seems the forums lately cut the logs off) as I'm curious if it's PPPoE dropping out or if it's the line dropping at random for no reason that I can immediately see.

Oh, and Verizon would send you another Westell 7500 if they do issue another one out. Most likely it'll be the same revision of 7500 as well. I know Revision G of the 7500 is out but I haven't seen any of them around.

reply to Alex G Bell
No idea, we've had the router/modem since 2007 and I'm thinking that was the easy answer for tech support. Anyhow, the router/modem on their website was generic and did not offer details, besides, I think my order is back ordered or cancelled. Tried calling and got no where.

reply to ken2400
Thank you for the suggestion, will try that now.

reply to Smith6612
I don't think it is random dropping. This evening I did wire my laptop to the Westell for about an hour and a half and did not loose connection.

Through out the day I was working wireless from home and lost connection every 20-40 min's. As near as I can tell it is only when I am hooked up to the VPN. I watched carefully today and I would loose wireless connection first and naturally my VPN would go down. Wireless would come right back but I'd have to restart my computer to be able to access the internet. It would say I was connected but when I opened Firefox or IE it would say not connected.

In the evenings I have been browsing the web and watching a couple shows, wireless, I don't loose connection, at least I have not noticed, but some of the shows I watch seem to go slow at times.

I'm not going to use wireless for my work laptop next week just to make sure it does not disconnect.

I guess my question now would be if it is the wireless connection is it the Westell that is failing or something else?

Let us know what you find out. If you can isolate the issue to be with the wireless or router over the connection as you've already done in a little bit we can see if we can do anything to help the problem out.

Thank you - will update sometime next week.

reply to Smith6612
Worked from home Monday via wireless connection no issue at all - stayed up and running all day about 11 hours.

Working at home today, started with the wireless connection, and went down after 40 mins.

Disconnected the wireless on laptop and used wired connection.

Went down three times, cut and pasted event log to pastebin, I believe you can access via the links below.

1st time wired - »pastebin.com/TaYXiGLd
2nd time wired - »pastebin.com/1U7wipQi
3rd time wireless - »pastebin.com/YEDRfRC4

Test results - line monitor - I try to keep the IP address updated it changes everytime I go down.

»/testhistory/1819806/55ba7

Really not sure which direction to go, welcome all suggestions.
Thank you

Are you rebooting your modem every time the connection goes down or no? It looks like the modem itself is rebooting from what I can see in the logs.

When I go down the wireless comes back first, then the DSL and then the internet. If the internet does not come back, from my desktop I reconnect; it will always say PPS Down and I click connect, sometimes I have to do this a couple times to actually connect.

Today everything has been very slow - I did hook up to the NID earlier and still went down, although I had to use my current modem and exisiting line - new modem/router on its way.

Before hooking to NID

»pastebin.com/Yjr3izsk

After hooking to NID

Stats
»pastebin.com/46iH3tKT

Events
»pastebin.com/aDXdhNYG

What I can't understand is why I can be on the internet all day and only have the issue when I hook to the VPN. Honestly I have never had an issue with the VPN before I have been working at home again seen October - this issue started end dec/begin of jan.

Modem is definitely crashing/rebooting at this point. If it's only when the VPN is active that causes the crashes at random, try disabling VPN Passthrough and ALG in the router's Advanced Options. You'll need to Port Forward in order to use the VPN if it fails to work right after doing this, but I would imagine that to help fix things up a bit. If the modem's Firewall is on, also disable it.

Give this a shot and tell us what you find. Let us know how the new modems works, too.

Disabled VPN passthrough, did not have to Port Forward however still got disconnected and today we seem to have some static on our phone line too - this is a new issue. It's going to be one of those weeks. Thank you for your help and suggestions.

Good luck in getting the static repaired. That should at least help with some of the issues.

I don't know if it's worth pointing out, but right now I'm in the process of figuring out what is going on with a relative's DSL connection. They called me up today stating their Internet was down for a good half an hour. When I called, their connection was up. Had them check the modem logs and from what it sounds like to me, their modem is randomly rebooting. They had an issue with a 327w that lead to it being replaced with a 7500, so I have no idea what is going on at the moment with it. They're going to give me a call the next time it happens as I still think someone in his home is rebooting the modem. Their line stats aren't the greatest though, and I'm not aware of Verizon pushing any new firmware out recently.

reply to snowballhush
Lately with my home network and my brothers business network we've had disconnect issues with wireless that were solved with firmware updates. Are there any updates available for your modem/router?

I will call Verizon later today to find out about firmware updates.

Thank you for the suggestion.

I did receive the new Westall 7500 and still have the same issue -

2/1/12 - down - stats/log - ppp down - 1st time

»pastebin.com/4cT83Xwj

2/1/12 - down - stats/log - ppp down for the 4 or 5th time

»pastebin.com/MDpBc6XK

Looks like the modem is still crashing or rebooting at random. Your line stats are awesome with the stats you give, so if the static is still an issue, it may still be related to a line issue but the logs zeroing out to January 1st indicate reboots.

For sure check to see if any firmware upgrades exist from Verizon. Don't install Westell firmware, as you'll probably brick one of the 7500s.