Verizon DSL connection failing continually

silvermint · #1 May 10th, 2009, 01:21 PM

I have had Verizon DSL service for almost a year, and after a few initial problems it worked fine. However, I have just been away for several months, and since I returned three weeks ago my internet connection is failing continually. I have a Westell Model 7500 modem, connected to an iMac with an ethernet cable, and an iBook connected wirelessly. None of this is new; it is the same equipment I had when I left.

The internet light on the modem turns red and I lose the connection. When it happens I turn off the modem, wait a minute or so, turn it on again, wait till it sets up, and then if I'm lucky I can use it for up till an hour or so. I have been on the phone to Verizon virtually every day, and have even had a technician at the house who couldn't find the problem. He ordered a new modem, but I have installed it and the problem remains. Apparently when I am connected my service is excellent, I am using less than 50% of my potential capacity, so it is not overloaded.

I have found Tech Support to be useless. I spend hours on the phone, going through all the same steps of resetting the passwords and wireless connections etc, get off the phone and the problem is back within minutes. I have even been blamed for having Macintoshes instead of PCs. I am so fed up that I can see no option but to cancel the service, as I am trying to run a business and have no time for these games. Does anyone have any suggestions?

Satcomer · #2 May 10th, 2009, 02:05 PM

I never used DSL but if the tech tested the new modem and said everything is good (I hope he used a piece of test equipment) then connect your Mac (with a known good cable) and launch System Preferences->Network and create a new "Location" (from the top of the Network pane, calling it home or anything you want) and put it your Verizon DSL settings then hit Apply.

djackmac · #3 May 10th, 2009, 02:13 PM

Quote:

Originally Posted by silvermint

I have even been blamed for having Macintoshes instead of PCs. I am so fed up that I can see no option but to cancel the service, as I am trying to run a business and have no time for these games. Does anyone have any suggestions?

Having a Mac instead of a PC. The idiot who told you that should be banned from ever using or talking to anyone about computers for the rest of their life! If you have business class service you have a right to complain about the games. If not business service and you're running a business you should get it and not use the excuse "I'm trying to run a business" and not expect privileged help when you are not paying business prices

Take the router out and try with one machine connected directly to the modem. If same issues, try the other computer just to verify. If still the same try a different ethernet cable just to rule that out. Each time you swap equipment to the modem like this the modem is going to need to be reset so it recognizes each new device that's connected to it. If there are still issues after all of this it is obviously the service.

silvermint · #4 May 10th, 2009, 02:28 PM

satcomer: thank you for replying. Unfortunately this has already been tried and it still does not work.

djacmack: have tried all these, and still no luck. It is obviously the service. I am not asking for privileged help; only to get something that I am paying over $50 a month for to work so I do not have to waste time.