US Telco Support > Verizon > Verizon Fiber Optics > [Southwest] Problem with Fios

reply to andyjai

Re: Problem with Fios

reply to andyjai
Yea, same problem exists on east coast too, not just CA.
Slows down alot at night especially. And for me, it's gotten
a bit better last few days, I can stream, but still erratic
download speeds. I did notice the routing 2 hops out from
me changed in last couple days, but core problem still there.

Funny thing, I have an open case on this and a very nice support
person calls me every day to see how things are doing. I
repeat that this is in their network or CO, not at my house
(please don't send another tech!). Have sent him the
traceroutes and explanations via email. I told him, I want
him to call the local manager and get me an answer about
what they think it is - but so far nothing. I just wanted
them to say anything, but get zero response. Network
Techs say it's all fine...(they told me that once). He'll
call tonight and ask me if I have heard anything more about
this problem!

It's either bad routing or over-subscription or both.
I do get decent performance in general, but there are
sites that either hang or I download a PDF and get 1MB/s
- this should not be (where I did not have this with Comcast).

FYI - if you are interested, lob and email to the following
address and yell, this is what I got from the support person.
Change first 2 letters to your state abbrev.

Email: pa.fsc.customer.experience@verizon.com

Go ahead try that, opening a case with support is a total
waste of time. Not only will nothing ever get fixed by that,
it just wastes everybody's time.

reply to andyjai
Look at that, it's the daytime and everything is working OK, surprise surprise

Speed Test #103923279 by dslreports.com
Run: 2013-01-30 12:41:05 EST
Download: 29995 (Kbps)
Upload: 24892 (Kbps)
In kilobytes per second: 3661.5 down 3038.5 up

I will send an email to them and see what they say, because this is now starting to cost me money and loss of productivity at night.

reply to andyjai
Email: ca.fsc.customer.experience@verizon.com

: host
fldsmtpe01.verizon.com[140.108.26.140] said: 550 #5.1.0 Address rejected.
(in reply to RCPT TO command)

I guess that didn't work, will have to try a different avenue to try and communicate with VZ other than helpdesk support.

I got so frustrated that I had to call customer service. I got the poor rep to transfer me to someone in Escalations and I told him that these problems have been going on for a week now with no resolution in sight. I told him that this is affecting a number of people in Walnut, Diamond Bar, and Rowland Heights, and some people are business users. He said he was going to create a "ROC" ticket, which would hold more weight than anything generated by Tech Support. Hopefully this will get the ball rolling and get someone to fix this problem.

reply to andyjai
I sent message to @VerizonSupport on Twitter and they said there is an outage in this area, but no ETA as to when it will get fixed.

reply to andyjai
Thanks for the info. I am still having problems at night, but this couple nights not as bad as last Friday to Wednesday.

How accurate is verizon's speedtest? For those that have no problem with their fios, do you guys always see full speed from their speedtest? I always get slower speed from the standard 75Mbps test than the 100Mbps test, and I hardly ever see full speed with either test.

Checking for Middleboxes . . . . . . . . . . . . . . . . . . Done
SendBufferSize set to [261360]
running 10s outbound test (client to server) . . . . . 38.87Mb/s
running 10s inbound test (server to client) . . . . . . 7.64Mb/s

------ Client System Details ------
OS data: Name = Windows 7, Architecture = x86, Version = 6.1
Java data: Vendor = Oracle Corporation, Version = 1.7.0_11

------ Web100 Detailed Analysis ------
Client Receive Window detected at 261360 bytes.
100 Mbps FastEthernet link found.
Link set to Full Duplex mode
Information: throughput is limited by other network traffic.
Good network cable(s) found
Normal duplex operation found.

Web100 reports the Round trip time = 11.21 msec; the Packet size = 1452 Bytes; and
There were 464 packets retransmitted, 487 duplicate acks received, and 856 SACK blocks received
The connection stalled 5 times due to packet loss
The connection was idle 1.06 seconds (9.63%) of the time
This connection is sender limited 42.78% of the time.
This connection is network limited 56.03% of the time.

Web100 reports TCP negotiated the optional Performance Settings to:
RFC 2018 Selective Acknowledgment: ON
RFC 896 Nagle Algorithm: ON
RFC 3168 Explicit Congestion Notification: OFF
RFC 1323 Time Stamping: OFF
RFC 1323 Window Scaling: ON
Information: Network Middlebox is modifying MSS variable
Server IP addresses are preserved End-to-End
Information: Network Address Translation (NAT) box is modifying the Client's IP address

Dreamhost

My problem is almost identical; my connection speed, packet loss and latency seem to vary greatly from server to server. I'm seeing things occur I've never seen in the past, even when I bypassed my router and hooked straight into the ONT via ethernet.

It's almost as if some routes to different servers are heavily congested on Verizon's side.

Took this just now 75/35mbps package:

Checking for Middleboxes . . . . . . . . . . . . . . . . . . Done
SendBufferSize set to [65536]
running 10s outbound test (client to server) . . . . . 6.21Mb/s
running 10s inbound test (server to client) . . . . . . 8.93Mb/s
Packet size is preserved End-to-End
Server IP addresses are preserved End-to-End

reply to andyjai
I just called again tonight. The Tech Support person logged my call and had a supervisor call me back. He said that the reason for the slow speeds was that we were being transferred to an alternate FiOS line because of the problem. He said that they have had a group working on it, and they are replacing some equipment at the CO in Walnut. Estimated ETA is 3:00 am.
Since everything goes fine after 2:00 am, I suppose that we won't know until tomorrow.

reply to andyjai
I hope it will also fix my problem in Rowland Heights.

reply to andyjai

I'm in Redondo Beach and FIOS is still down.. this is frustrating

reply to andyjai
I still have a same speed result as above my post

reply to andyjai

Re: [Southwest] Problem with Fios

reply to kansh

Re: Problem with Fios

This is beyond ridiculous. I've done what other people here have done as well for the past few days - I called Verizon and reported and asked when is the fix going to happen... all they do is give us bull$hit answers and fake ETAs.

This is obviously bad business and customer service by Verizon, They should have a network status page that updates every minute letting their customers know what is going on...but instead they give you all this crap letting you believe that your own router has a problem and they ship you a replacement and still the same issue only to find out that there's an outage...

Its been more than a week and still the same issue - this is unacceptable

reply to andyjai

Re: [Southwest] Problem with Fios

reply to andyjai
I did some googling and found that a few Los Angeles WoW players are having high ping issue. I don't play WoW, but i ran tracert and pathping to their server, and I think it is the same issue.

Tracing route to 12.129.209.68 over a maximum of 30 hops
 
  1    <1 ms    <1 ms    <1 ms  Wireless_Broadband_Router.home [192.168.1.1]
  2     5 ms     4 ms     4 ms  L100.LSANCA-VFTTP-113.verizon-gni.net [98.119.77.1]
  3     9 ms     7 ms     8 ms  G0-5-1-5.LSANCA-LCR-21.verizon-gni.net [130.81.182.224]
  4     7 ms     7 ms     9 ms  so-6-0-0-0.LAX01-BB-RTR1.verizon-gni.net [130.81.29.124]
  5    42 ms     *       42 ms  0.xe-9-0-0.BR3.LAX15.ALTER.NET [152.63.114.245]
  6     *        *       38 ms  204.255.168.134
  7    10 ms    34 ms     *     cr1.la2ca.ip.att.net [12.123.132.129]
  8   106 ms    31 ms     *     gar29.la2ca.ip.att.net [12.122.129.241]
  9    41 ms     9 ms     *     12-122-254-234.attens.net [12.122.254.234]
 10     9 ms    10 ms     8 ms  mdf001c7613r0002.lax1.attens.net [206.16.68.54]
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 
Tracing route to 12.129.209.68 over a maximum of 30 hops
 
  0  Win7-PC.home [192.168.1.168]
  1  Wireless_Broadband_Router.home [192.168.1.1]
  2  L100.LSANCA-VFTTP-113.verizon-gni.net [98.119.77.1]
  3  G0-5-1-5.LSANCA-LCR-21.verizon-gni.net [130.81.182.224]
  4  so-6-0-0-0.LAX01-BB-RTR1.verizon-gni.net [130.81.29.124]
  5  0.xe-9-0-0.BR3.LAX15.ALTER.NET [152.63.114.245]
  6     *     204.255.168.134
  7  cr2.la2ca.ip.att.net [12.123.30.134]
  8  gar29.la2ca.ip.att.net [12.122.129.241]
  9     *     12-122-254-234.attens.net [12.122.254.234]
 10  mdf001c7613r0002.lax1.attens.net [206.16.68.54]
 11     *        *        *
Computing statistics for 250 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           Win7-PC.home [192.168.1.168]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  Wireless_Broadband_Router.home [192.168.1.1]
                                0/ 100 =  0%   |
  2    5ms     0/ 100 =  0%     0/ 100 =  0%  L100.LSANCA-VFTTP-113.verizon-gni.net [98.119.77.1]
                                0/ 100 =  0%   |
  3    8ms     0/ 100 =  0%     0/ 100 =  0%  G0-5-1-5.LSANCA-LCR-21.verizon-gni.net [130.81.182.224]
                                0/ 100 =  0%   |
  4   10ms     0/ 100 =  0%     0/ 100 =  0%  so-6-0-0-0.LAX01-BB-RTR1.verizon-gni.net [130.81.29.124]
                               14/ 100 = 14%   |
  5   22ms    14/ 100 = 14%     0/ 100 =  0%  0.xe-9-0-0.BR3.LAX15.ALTER.NET [152.63.114.245]
                               15/ 100 = 15%   |
  6   36ms    29/ 100 = 29%     0/ 100 =  0%  204.255.168.134
                               71/ 100 = 71%   |
  7  ---     100/ 100 =100%     0/ 100 =  0%  cr2.la2ca.ip.att.net [12.123.30.134]
                                0/ 100 =  0%   |
  8  ---     100/ 100 =100%     0/ 100 =  0%  gar29.la2ca.ip.att.net [12.122.129.241]
                                0/ 100 =  0%   |
  9  ---     100/ 100 =100%     0/ 100 =  0%  12-122-254-234.attens.net [12.122.254.234]
                                0/ 100 =  0%   |
 10  ---     100/ 100 =100%     0/ 100 =  0%  mdf001c7613r0002.lax1.attens.net [206.16.68.54]
 

@VerizonSupport on Twitter mentioned last night that the ETA for the fix was 10:58 AM this morning. Things look a lot better now and I'm not seeing any significant packet loss on the sites that were having the problem last week.