[Hidden-tech] Suggestions on debugging a DSL/ router issue

[Matthew S. Crocker]

See Below...

----- Original Message -----

> From: "Cheryl Handsaker" <charlemontwebworks at yahoo.com>
> To: hidden-discuss at lists.hidden-tech.net
> Sent: Saturday, May 8, 2010 7:50:34 AM
> Subject: [Hidden-tech] Suggestions on debugging a DSL/ router issue
> 
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> 
> 
> Hi all, 
> 
> I am looking for suggestions as to how I might go about debugging a
> puzzling network connectivity issue that began yesterday.
> Specifically:
> 
> 1. Has anyone else experienced these kinds of problems with a similar
> Verizon DSL configuration?
> 
> 2. Does anyone have suggestions about how to approach gathering
> additional information or solving the problem? Things to try or
> questions to ask?
> 
> The details - and my apologies in advance for the length of this
> description. 
> 
> I am a Verizon DSL Business customer and have been since DSL became
> available here in Charlemont in 2004 or 2005 (and before you all dump
> on Verizon as an ISP, please know that it is the only game in town).

Actually Verizon is not the only game in town.  We sell DSL service in Charlemont on the Verizon network.  We provide local support as well.

>From the information you detail below it sounds like you have a virus/spyware infection.  Have you gone through the process of cleaning your systems?  When it happens again try rebooting machines to see if one is causing the issue.  packet loss can come from a broken router or an overloaded one. A PC & LAN can easily overload a DSL line which will produce the packet loss you describe.

We ship Zoom X5 modem/routers to our DSL customers.  The benefit of a combined modem/router is that you can see the DSL line statistics from the router.  If the DSL line is bad it will show up in stats as a low Signal to Noise Ratio (SNR).  The modem will also show the DSL link speed when the link is up.



> We have a router connected to the DSL modem and have been using the
> same set up for years. While we've had intermittent problems before,
> most have been traced to the quality of the phone line and usually
> occur in the rain or snow. Yesterday was dry and sunny for the most
> part here. To their credit, when a Verizon technician actually comes
> on site, they have been very helpful and knowledgeable. Phone support
> has been sometimes excellent and sometimes dreadful. 
> 
> Beginning yesterday at about 7AM, we began to experience intermittent
> connectivity problems. We begin to notice a degredation in performance
> that gets steadily worse over a 10-15 minute period until
>  the network becomes unusable. This appears to be caused by the
> network setup dropping packets - initially 10% packet loss, then 25%,
> then 50%. At about the 50% mark, we reboot the modem and/or the router
> and the network does not come back up and appears not to be able to
> sync for at least 15-20 minutes.
> 
> Our initial call to Verizon indicated that our old but very reliable
> US Robotics router had failed. It appeared that all the packet loss
> was happening at the router.
> 
> We happened to have another spare but old router in the closet (a
> Linksys, I think). We configured this and the network came up for a
> while and then connectivity died in the same way as before, with us
> showing packet loss at the router about 10AM. 
> 
> The Verizon phone support person, a good one, suggested maybe both
> these routers needed a firmware upgrade due to their age.
> 
> We decided not to mess with that because the network eventually came
> back up (after a couple of reboots and about 20
>  minutes of attempting to sync). 
> 
> At 1:30, same pattern of network failure occurred again. Rather than
> upgrade the firmware in the older routers, we happened to have access
> to a brand new router that we had purchased for someone else in the
> fall that was not being used, this time a LinksKey. We replaced the
> router yet again.
> 
> At about 7:15, the same pattern of failure occured with the new
> router. Verizon tech support, this time a dreadful rep, said she saw
> no problems on the line and that this third router must be bad. While
> on the phone, the sync completed and the network was again restored.
> 
> Thanks for reading this all the way through :-). Any ideas?
> 
> Thanks,
> Cheryl 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
>       
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-- 
Matthew S. Crocker
President
Crocker Communications, Inc.
PO BOX 710
Greenfield, MA 01302-0710
http://www.crocker.com
P: 413-746-2760