Selected ISP Support > DSL Extreme > [DSL] Slow/Variable Download Speeds

reply to mbrandenburg

Re: [DSL] Slow/Variable Download Speeds

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George
General Manager
DSL Extreme
Will work for reviews.

Hey George,

The splitter is on its way. It is a Corning PTD-3L1H-PSSR1 ADSL Splitter that should fit in my NID box.

Speeds are about the same on other test servers.

Thanks. Let's see how things look after the splitter is installed. If the issue persists after that we will take another look and dispatch out Verizon if deemed necessary.

Thanks

Just a quick update.

The Corning splitter I ordered arrived but it doesn't fit in my NID. I could have "Mickey Moused" it in there and made it work, but if the telco comes out, I want the install in the NID to look like one of the techs did it.

So, I ordered the correct one this time from Tii Network Technologies, (Tii 95S-1-11), which is the manufacture of my NID, (Tii 3700). In retrospect, I should have done a little more research the first time around.

I had mentioned that I had a half ringer installed in the NID. This remains true but after looking at what Tii has to say about it, (it's a Tii 95S-1-10 ADSL Compliant Half Ringer Module), I think I very well may just leave it in there.

DSL speeds are still all over the place with stats not differentiating very far from previous posts.

I'll chime back in when the Tii splitter arrives and is installed.

Update:

Installed the Tii splitter into the NID bypassing the half ringer, (though I doubt it was necessary), and the results are as follows. Now just to remind the reader, I'm paying for 7100/768.

Speed test after the install was 5041/704

DSL Status
VPI: 0
VCI: 35
DSL Mode Setting: Auto
DSL Negotiated Mode: ADSL2+
Connection Status: ShowTime
Speed (down/up): 6208/860
ATM QoS class: UBR
Output Power (Downstream/Upstream): 12.3/19.8 dBm
Attainable Rate (Downstream/Upstream): 8856/1038 Kbps
HEC Errors (Downstream/Upstream): 0/0
OCD Errors (Downstream/Upstream): 0/0
LCD Errors (Downstream/Upstream): 0/0
SNR Margin (Downstream/Upstream): 11.3/12.4 dB
Attenuation (Downstream/Upstream): 51.5/24.5 dB

Here are recent speeds:

del 16-07-2010 10:34 PM flash speedtest 5041 Kbps 704 Kbps Linkline (Los Angeles CA) verizon.net more
del 16-07-2010 10:23 PM flash speedtest 5046 Kbps 706 Kbps Linkline (Los Angeles CA) verizon.net more
del 16-07-2010 09:12 PM flash speedtest 4864 Kbps 703 Kbps Linkline (Los Angeles CA) verizon.net more
del 13-07-2010 10:26 PM flash speedtest 2289 Kbps 705 Kbps Linkline (Los Angeles CA) verizon.net more
del 08-07-2010 10:40 PM flash speedtest 4406 Kbps 709 Kbps Linkline (Los Angeles CA) verizon.net more
del 08-07-2010 12:14 AM flash speedtest 2989 Kbps 713 Kbps Linkline (Los Angeles CA) verizon.net more
del 07-07-2010 10:14 AM flash speedtest 5045 Kbps 708 Kbps Linkline (Los Angeles CA) verizon.net more
del 07-07-2010 12:10 AM flash speedtest 1204 Kbps 708 Kbps Linkline (Los Angeles CA) verizon.net more
del 05-07-2010 06:09 PM flash speedtest 1780 Kbps 712 Kbps Linkline (Los Angeles CA) verizon.net more
del 05-07-2010 02:56 PM flash speedtest 3216 Kbps 712 Kbps Linkline (Los Angeles CA) verizon.net more
del 05-07-2010 02:43 PM flash speedtest 3865 Kbps 707 Kbps Linkline (Los Angeles CA) verizon.net more
del 05-07-2010 01:54 PM flash speedtest 4847 Kbps 715 Kbps Linkline (Los Angeles CA) verizon.net more
del 05-07-2010 01:45 PM flash speedtest 5622 Kbps 703 Kbps Linkline (Los Angeles CA) verizon.net more
del 03-07-2010 03:17 PM Line quality 0% loss latency 93.2ms more
del 03-07-2010 02:08 PM flash speedtest 3834 Kbps 707 Kbps Linkline (Los Angeles CA) verizon.net more
del 03-07-2010 01:39 PM flash speedtest 2830 Kbps 702 Kbps Linkline (Los Angeles CA) verizon.net more
del 03-07-2010 11:55 AM flash speedtest 1189 Kbps 702 Kbps Linkline (Los Angeles CA) verizon.net more
del 03-07-2010 09:53 AM flash speedtest 5047 Kbps 708 Kbps Linkline (Los Angeles CA) verizon.net more
del 02-07-2010 10:09 PM flash speedtest 2576 Kbps 656 Kbps DSL Extreme (Los Angeles CA) verizon.net more
del 02-07-2010 09:23 PM flash speedtest 1934 Kbps 643 Kbps Linkline (Los Angeles CA) verizon.net more
del 02-07-2010 12:48 AM flash speedtest 1354 Kbps 706 Kbps DSL Extreme (Los Angeles CA) verizon.net more

I'll keep randomly checking speeds to see if the splitter cured the problem of the connection dropping in and out.

At this point, I don't know what else to try.

Well that didn't take long at all. Only took 14 minutes to drop almost 2 meg.

del 16-07-2010 10:48 PM flash speedtest 3748 Kbps 713 Kbps Linkline (Los Angeles CA) verizon.net more

George, I have done all I can do to eliminate my connection issue being caused by "inside" wiring. I have put a considerable amount of time, effort and funding into doing my part to make certain that my responsibilities as the customer were met.

At this juncture, I would very much appreciate a reciprocal effort of DSLX to resolve my connection issues.

I look forward to hearing from you in a timely manner and thank you in advance.

Hi mbrandenburg -

I apologize for the delay in getting back to you. I am currently out of the office and have limited access. Have you spoken with our support team following installing the NID splitter. Now that you have the line isolated we will want to open another ticket with Verizon to them further trouble shoot and dispatch out if deemed necessary. Please give our support team a call at 866-491-7221.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.

George, I'll wait until you can explain it all to your tech support when you get back into the office.

I don't really want to have to reiterate this entire post to someone on the phone whom is unaware of the details.

Thank you.

Talked with DSX support today. The issue is now in Verizon's hands.

Thanks George for passing all the details on to your support team. Michelle, (whom i spoke with on the phone), was very friendly, respectful and seeming knowledgeable of my particular situation. She told me that the results of a line test done from her end showed a sync rate of apx 3200kbs. (I forgot the exact number.)

I am impressed that this level of personal support still exists these days.

Well, I went from being irritated over the connection speed to being absolutley livid at the fact I've been without Internet service for two days now!

George, does it make sence to you to put in a disconnect notice with Verizon followed up with a new connection request just to solve a line speed issue?!

I run a small internet based business out of the home, it would only be obvious that I need the Internet!
I can only do so much on my iPhone.

Oh yah, the conversation I had with your tech was less than helpfully. Not only couldn't he comprehend the account notes well enough to explain to me what was going on, he sent me on a wild goose chase with speaking to the order and account departments.

This is the exact kind of thing that lead me away from Verizon. I really expected more from DSLX.

Now that I think about it, I do need to speak to someone in billing. I have not been provided with the advertised speed from the get go. Why am I paying for it? Are we going to prorate this month to adjust for the lack of any connection at all?

Need a little help here George.

They've been very good about crediting me for every day my connection has been out...as long as a trouble ticket has been open for the problem. I seem to have outages one or two weeks a year (always Verizon's issue: old wiring in our neighborhood).

reply to mbrandenburg
Hi mbrandenburg -

I see a note on the account that the line was disconnected in error by Verizon/VOL. I believe you previously had an account with VOL. It seems there may have been a residual records issues that caused them to disconnect the line in error. I will need to verify with our ordering team on Monday. I show that they were working to get the line back in service though.

We will update you once we have more information.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.

George,

Internet is back up. Thank you.

Unfortunately, I'm only synced at 3360.

Now that Verizon has pulled their heads out of the clouds, perhaps we can get them working on the original problem.

Thank you again for your help.

Status update:
DSL Status
VPI: 0
VCI: 35
DSL Mode Setting: Auto
DSL Negotiated Mode: ADSL2
Connection Status: ShowTime
Speed (down/up): 3360/863 Kbps
ATM QoS class: UBR
Output Power (Downstream/Upstream): 12.3/18.9 dBm
Attainable Rate (Downstream/Upstream): 8636/1183 Kbps
HEC Errors (Downstream/Upstream): 0/0
OCD Errors (Downstream/Upstream): 0/0
LCD Errors (Downstream/Upstream): 0/0
SNR Margin (Downstream/Upstream): 24.4/13.5 dB
Attenuation (Downstream/Upstream): 47.0/24.4 dB

del 09-08-2010 07:38 PM flash speedtest 2723 Kbps 716 Kbps Linkline (Los Angeles CA) verizon.net
del 09-08-2010 05:44 PM flash speedtest 2773 Kbps 711 Kbps Linkline (Los Angeles CA) verizon.net

reply to mbrandenburg
Hi mbrandenburg -

Our ordering team is currently looking into the line for you. It appears that Verizon still has an issue on their end that needs to be cleared up. Our team left you a message this morning with regards to it. They have also escalated this within Verizon as well.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.

Hey there George,

I did get the response from your team. Verizon is scheduled to come out this Friday to "tag" the NID. Guess that is some sort of technical formality.

Thank you for keeping me informed and for staying on Verizon.

George,
The DSL has been down since Friday. I spoke with your tech team. I was told Verizon checked the line and the line was good but also that the circuit wasn't in inventory? I'm so growing tired of this and it is imparitive that I have reliable service at this location. Please apply pressure in which ever direction you need to resolve this. Thank you.

George,

Received an email from your support team advising us that Verizon has pushed the commitment date out to 08/24/10. Apparently they do not have the pots order complete?

This is unacceptable as we can not be without an internet connection that long.

Please advise Verizon to expedite the completion of this order. If there is someone I need to speak with to light a fire under them, please provide me with their contact information.

It amazes me that your company and Verizon have been having this level of difficulty getting a simple reliable dsl dry loop up and running. I wonder how many more of your customers have had to deal with situations like this but have been less vocal about it.

If I provided my customers with a product and/or service of this caliber, I'd have been out of business long ago.

If DSL Extreme and Verizon can not get this sorted out, I will have to look at other alternatives to an ISP; terminating my contract with DSLX under just cause and pursuing reimbursement for services not rendered.

reply to mbrandenburg

--
George
General Manager
DSL Extreme
Will work for reviews.