Gillyy
@ab.ca
| [AB] Is it me or is it Shaw?
Last week we started having problems with our Shaw internet.
First off, while the down load speed is OK, the upload speed is about a tenth the speed.
Then internet access stops altogether, usually around 6 pm local time, and gradually starts up a few hours later.
We've been on the phone several times with Shaw. We did the usual restarts etc and disconnected the router (two computers) and ran one computer directly into the modem - problem remains. We hooked a laptop up to the modem - no effect.
Did run a continual ping to yahoo. It was coming back fine until around 6 pm when time out errors started gradually until the internet went down completely again.
Have run virus checks, spyware checks etc and all our computers appear to be fine.
The Shaw techs say that they can see the modem fine; as such, it's not their problem and up to us to fix it.
Any suggestion on what we might try next? I'm at a loss.
Thanks.
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peateargriffin
@shawcable.net
| I'd call back again if it's still happening and try and get them to send out a service tech to check the wiring, new modem, etc. Get them to check for SNR and packet loss on your node and modem as well. Could be a lot of different problems that an on-site tech can find much easier than a TSR on the phone. |
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Gillyy
@ab.ca | We're trying to get them to come out but they don't think it's their problem and, as such, it's not up to them to fix it. |
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peateargriffin
@shawcable.net | Do you have the new Motorola 5100 series modem? |
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Gillyy
@ab.ca | I think we do. Looks like the one we have. |
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peateargriffin
@shawcable.net | Well I guess keep your modem unplugged when you are on the phone with them so it is offline, then maybe they'll send a tech there. It's a sneaky way of going about it, but they should send someone out if it's happening every day. |
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peateargriffin
@shawcable.net | reply to Gillyy
Also, do the lights on the modem stay solid, or do they go out when the connection drops? |
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ErikRP
join:2004-11-06
Winnipeg, MB
| reply to Gillyy
said by Gillyy :
We're trying to get them to come out but they don't think it's their problem and, as such, it's not up to them to fix it.
Weird - I have never found Shaw unwilling to send a tech out. Quite the opposite, actually - they're usually the ones to offer to send a tech out. |
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Gillyy
@ab.ca
| reply to peateargriffin
I never found them unwilling to send a tech out either . . .
Anyway, we harassed them into giving us a new modem. We hooked it up last night and while the upload speed is still 1/10 of the download speed, we are still staying on line. So, assuming it continues to stay on line, I guess we're as good as we're going to get!
Thanks for the input, all! |
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Peateargriffin
@shawcable.net | Good to hear. Just an FYI though, your upload is always going to be about 1/10 of the download. Your package is probably the 7.5 down and 0.5 up deal. |
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gillyy
@ab.ca
| Well, the new modem seemed to work for a few days, but now the same problem seems to be back. Always seem to go off line between 6-9 pm or so. Starts with a few time outs while pinging Yahoo followed by a complete collapse.
Shaw's latest suggestion is that it might be a low power issue. They are going to send a tech out in a couple of weeks to see if they can figure out the problem. |
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shawtech4life
@shawcable.net
| This issue is most likely that there are too many users on your node in the evenings. too much bandwidth gets sucked up and your connection slows right down or even stops. This is very typical of a node that is overloaded. everyone comes home and is online for 6-9 then as they shut off the connections drop to a manageable level and you are fine again.
the problem is that a service tech will be out during the day, when the users are low and find nothing. and shaw does not offer evening service calls. You probably got an inexperienced tech on the phone. call back in the evening ans ask them to check the number of users online. they can add this to the tech notes. get some of your neighbours to call in as well and ask them to do the same thing.
Once the service techs can see that the number of users is going over the limit in the evenings they can request the node to be split to bring it back in line with what it should be.
This is VERY typical of an node that is assigned too many uses. However shaw will not fix it until it starts to generate several service calls, and they see that the cost of the service calls is more than splitting the node. typical they wait till is starts affecting users throughout the day before they split it.
so... talk to your neighbours and start asking for service calls. |
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Onetwo
join:2009-04-14
Medicine Hat, AB
4 edits | I dont have my internet stopping but my internet connection really slows down around those times.
One tech guy even told me the node is nearly at max capacity. I think he said it can handle 38mbps, and my node was at 35mbps.
The service guy claimed they are aware of the issue and working on it.
Another guy over the phone said they cant see anything wrong, and shaw wont split the node unless they have to and that can take some time.
I have pretty much just given up and left it as is, until telus offers turbo in my area, I already spoke to some telus guys and im at a great distance for the turbo all that needs to happen is my telus service area needs to be upgraded.
I just cant deal with paying a premium for better speeds when between 5-9 i get regular speeds. I need something more stable. And or shaw to care more about customers, but its a money thing with them, and one of the guys over the phone even blatantly told me that, he said its going to take alot for them to split that node just because im getting lower speeds evenings. His solution was if I dont find it worth my while I should drop to a lower plan. |
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Gillyy
@ab.ca
| reply to shawtech4life
The overloaded node sounds quite like a quite promising answer. Our internet connection has been out almost every night from six to nine for the last four weeks or so. Shaw has finally agreed to send a technician out this Friday, so we'll see what he has to say. |
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Gillyy
join:2009-06-30
| Finally looks like we will have to go with Telus.
After over a month of losing our internet almost every night between 6-9 pm I'm not sure what else can be done. We've been on the phoine most every night with Shaw, had two technicians out (but in the afternoon when everything works), and replaced the router and modem and even boosted the signal. Still goes out at around 6 pm.
Shaw insists the node is not overloaded and that the problem is at our end. Their last suggestion was to replace the network cards in all three of our computers.
Hope things work better with Telus. |
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Lesaonar
join:2000-07-25
Victoria, BC
 ·Shaw
| said by Gillyy  :Hope things work better with Telus. If you have to go DSL don't bother with Telus. TekSavvy>all
»www.teksavvy.com/en/index.asp |
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Xtort
join:2001-07-28
Edmonton, AB
| said by Lesaonar :said by Gillyy :Hope things work better with Telus. If you have to go DSL don't bother with Telus. TekSavvy>all » www.teksavvy.com/en/index.asp That's a matter of opinion. I've been with Telus for over year and have had no issues with their service or billing.
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Asus P5Q-E / Q9450 @ 3.6 / 4GB OCZ Reaper HPC 8500 / XFX 9800 GX2 / Vista Ultimate x64 SP1 |
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slam5
Premium
join:2003-01-10
Vancouver, BC
| Telus... I hate to give you the bad news, their network by definition is 1/3 the bandwidth of Shaw. And their support is bad.. they out source it to phillipines and I can understand them. I have no idea what your problem is but I don't think you will be very happy with Telus' service. I think Shaw is working on the problem but they can't admit it due to liability issues. try to get them to give you some $$ back. |
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Lesaonar
join:2000-07-25
Victoria, BC
·Shaw
| reply to Xtort
said by Xtort :That's a matter of opinion. I've been with Telus for over year and have had no issues with their service or billing. That's why Telus has a crap rating here, because their service and support is so stellar. Try fooling someone who hasn't dealt with their crap support even prior to them outsourcing it. Fanboi's, gotta hate em. |
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Xtort
join:2001-07-28
Edmonton, AB
1 edit | For your information Mr. Ignorant, I have both providers in my home and have used Shaw for the past 7 years. The main reason for using both providers is because both and I and one of my roommates consume a lot of bandwidth. A single 15 Mbit connection is not enough for both of us.
On the average number of support calls I had made to either provider , it has been 10 to 1 for Shaw vs Telus. Though Shaw's support is located where I live, I have found Telus to be much faster to solve infrastructure problems. Therefore, I don't need to call them as much.
Now let's see if you can be more constructive within this thread.
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Asus P5Q-E / Q9450 @ 3.6 / 4GB OCZ Reaper HPC 8500 / XFX 9800 GX2 / Vista Ultimate x64 SP1 |
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