ShadowMeph
join:2005-10-09
Abbotsford, BC
 ·Shaw
| reply to Onetwo
Re: [AB] Is it me or is it Shaw?
ok I am, admitting right now that I didn't read every post.
I had a similar problem and after calling shaw and dealing with the person doing all the things they said and getting the " the Internet is ok " thing from them and after a few days of trying a few different things I discovered that it was my Router that was being stupid it would work great for a while ( any where from 4 hrs to a few weeks) then it would screw up, I bought a new router and it totally fixed my problem. I am not saying that this is what your problem is but I would maybe disconnect the router and connect directly up to the modem for a while or at least when things start acting up. |
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Onetwo
join:2009-04-14
Medicine Hat, AB
3 edits | reply to j1ggy
Shaw is driving me crazy, I really wish telus would get turbo in my area. I would love shaw, except they dont care about giving promised speeds to customers.
I am on extreme, the first test was 5mbps, this is my second attempt. On extreme, I certainly dont get 10-15 unless its obscure hours, then it runs great.
I have called shaw non stop, they sent in a teck who did nothing. He got rid of a splitter, put some ends on my cable, and thats it.
To make sure it was not my modem or anything, I went into my downstairs cold storage where all the cable comes into the house. I connected the modem directly to the cable coming into the house (tech checked the cable outside) and it made no difference, one of the tech guys suggested i do this to rule out problems with my wires, or equipment.
I was told by one shaw help person, that our node is oversaturated. He said it can hold 38 mbps or something, and it was at 35 at the moment. And this was late at night.
Shaw claimed they were aware of the problem and fix it soon, but that was just to get me off the phone. And stop calling. They also insist their is no problem in my area, even though the node as one tech guy said, needs to be split.
Finally a shaw tech guy who noticed I have been calling told me if im not happy to drop the service, again he claimed that the shaw engineers said their was no problem, i kept arguing with him telling him, i dont care what you say, the speeds dont lie and im not getting anywhere close to proper speeds. I appreciated his honesty, and as soon as I have other option like telus turbo, im gone. He got tired of me arguing and he tried to argue back at me cause the engineers insisted i have no issues!
How the hell can you argue with me about speeds, when every speed test tells me im getting 5mbps, when im paying for 10-15?
I told him one tech guy said the node needs to be split, and he told me splitting the node costs alot of money and takes quite sometime, and likely wont happen. I appreciate his honesty, but honesty is not something shaw is about, speeds just are not their, and my final option is to get rid of it, except I have no other provider at the moment who can offer me good speeds. Telus turbo is available 30 seconds from my house, but cuts off right between a park and my house.
One thing I learned in these tough economic times, is even if you can bully customers who dont have options, in the long run, they will not come back because of how you treated them when other options are available. My electrical installer was telling me a bell installer in the area who was rude to customers during the boom period, who had a take it or leave it approach, lost his contract with bell, and because of his bad attitude to customers, people went with other options, and now his once flourishing company is gone, nobody will go through him due to how he didnt care when things were going good for him, customer complaints went unfixed.
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j1ggy
join:2007-07-30
| reply to peateargriffin
said by peateargriffin :
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.
If you want a technician to be able to troubleshoot and find out what the problem actually is, I suggest being honest and leaving things hooked up as they should be. No point sending the tech out on a wild goose chase and having less of a chance of actually fixing the problem. Not only that, Shaw will poll your modem periodically to maintain a record of the signal, errors, etc that you may run into at different times of the day. Disconnecting your modem will not allow this and may even mask the problem. |
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AnonEDM
@shawcable.net
| reply to Gillyy
Been having problems with my connection lately.
I am located just north of downtown(Edmonton), and for the past couple days after 5pm I have basically not been able to surf. After some pretty good phone support, a tech was able to get out to my house this morning.
He replaced my modem in case modem was bad, and I am able to surf tonight, download speed are great, but my upload speed is hovering any where from 20K-50K/s the odd time I am able to get my full up speed on Extreme.
At this point the tech who was a pretty nice guy is trying to look into things for me to see if they can locate the trouble, but he at the time was not sure if it was node congestion or line problems.
This all started Thursday evening and it was like a light switch just flipped and it went to crap. |
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CR123
join:2006-11-04
Vancouver, BC
| reply to Xtort
said by Xtort  :Another anonymous post.... :sigh: phoneboy's not too anonymous. He's always all up in it. 
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- The content of this post is my opinion, and does not reflect the opinions of my employer. - |
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Xtort
join:2001-07-28
Edmonton, AB
1 edit | reply to phoneboy3
said by phoneboy3 :
I do computer support stuff sometimes so I see all kinds of people and businesses connected to Shaw and Telus. BY FAR....Telus is more of a problem than Shaw. BY FAR. I dread when I determine it is (yet again) a problem with Telus and then I have to phone them and talk to someone in the Phillippines or wherever.
Technically Telus is more of a pain, their supplied routers are all crap! But without a doubt the biggest annoyance with Telus is that they NEVER EVER admit fault! NEVER NEVER NEVER! When they finally do get around to fixing it on their end they NEVER say they fixed something. They say something like "your router was not configured properly so we corrected it for you". True story!
Another anonymous post.... :sigh:
Do you think Shaw admits to any problems on their network either? Not bloody likely. Think about it, you are trying to get a Tier 1 agent to cite with you on the fact that their network has a problem. It's not going to happen.
As for the gateways (not routers), it's not Telus' fault that they have to use 2Wire, Siemens, or D-Link. Those companies are the big three on ADSL hardware and the majority of DSL providers in Canada and the U.S. use the same equipment.
You might as well say that DSL sucks all-together.
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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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phoneboy3
@shawcable.net
| reply to Gillyy
I do computer support stuff sometimes so I see all kinds of people and businesses connected to Shaw and Telus. BY FAR....Telus is more of a problem than Shaw. BY FAR. I dread when I determine it is (yet again) a problem with Telus and then I have to phone them and talk to someone in the Phillippines or wherever.
Technically Telus is more of a pain, their supplied routers are all crap! But without a doubt the biggest annoyance with Telus is that they NEVER EVER admit fault! NEVER NEVER NEVER! When they finally do get around to fixing it on their end they NEVER say they fixed something. They say something like "your router was not configured properly so we corrected it for you". True story! |
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Xtort
join:2001-07-28
Edmonton, AB
1 edit | reply to Anonimuss
said by Anonimuss :
I've been having frequent issues with my Shaw internet in downtown Calgary. I can see the Shaw main office from my window, so it's pretty dense around here. Lots of apartment buildings.
Around 6 pm' or so, things start to slow down and drop. Gets better towards the evening.
Haven't called them yet, it's only been happening for a few days, and I want to see if they fix it first.
Annoying though.
Without any customer complaints coming in regarding a problem, they may never fix it. I was stuck with a bad connection for 6 months and then switched to the DOCSIS (Xtreme) service when the older CyberSURFR node in my area became too overcrowded.
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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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Jonathan Aqu
@shawcable.net | reply to Anonimuss
I’ve noticed this over the past few days as well. Connection becomes very slow in the evening (e.g. right now, 9pm in Victoria BC).
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Anonimuss
@shawcable.net
| reply to Xtort
I've been having frequent issues with my Shaw internet in downtown Calgary. I can see the Shaw main office from my window, so it's pretty dense around here. Lots of apartment buildings.
Around 6 pm' or so, things start to slow down and drop. Gets better towards the evening.
Haven't called them yet, it's only been happening for a few days, and I want to see if they fix it first.
Annoying though. |
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Xtort
join:2001-07-28
Edmonton, AB | reply to Gillyy
If you are near the U of A, that is a common problem spot for Shaw users. |
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james111
@ualberta.ca
| reply to Gillyy
I have similar problems with shaw cable in recent months. For a few hours every day (evenings especially) the speed is low. I called shaw tech support and ran their speedtest. It turned out that download speed is about 10Mbps, upload is 50Kbps, ping is 100ms. Upload speed is very slow, which drags the overall speed a lot.
Shaw sent a technician next morning. However, when the tech arrived everything seemed to work fine. He replaced the modem anyway, and told us that it could be our wireless router causing the problem. Well, we've had that router for more than 1 year, and the problem only show up in recent 3 months.
After the technician left, we see the same problem again in the evening. It is so slow that it feels like a dialup modem! I live in the Garneau area. Lots of students live nearby. Could that be a problem too? |
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Abynx
join:2009-08-05
Chilliwack, BC
| reply to Gillyy
Heya, We're in Chilliwack BC and we have had exactly the same problem with Shaw. We had basic cable, digital phone and high speed internet. This is the only service in which I have seen a landline go down for no reason whatsoever. I went to the Shaw office and told them the phone was down and the rep asked me if I had tried to phone anyone to see if there was any reason for the dropout?!?! Yeah.. so we have dropped Shaw high speed and just gone with Telus. We're going to be dropping all other services with Shaw pretty soon and taking everything back to Telus. Shaw has been good to us in Surrey, but here in the 'Wack.. they suck. |
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Gillyyy
@ab.ca
| reply to Gillyy
The problem seemed to clear itself up about a week-and-a-half ago, just at the same time I had given up and ordered Telus. The Shaw connection was solid right up until last night went it died again just after six.
I'd call Shaw again but their last solution that all three of our computers should have their network cards replaced, as this was was probably causing the connection to die every night at six but come back shortly after nine, seemed unsatisfactory. I imagine they'd just offer to send a tech out again in the daytime who would pronounce the connection was fine. |
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Xtort
join:2001-07-28
Edmonton, AB
| reply to ShutUrMouth
said by ShutUrMouth :said by shawtech4life :
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.
People don't suck up all bandwidth, everybody shares the same. Your connection won't stop but may slow down. If everyones internet stopped there would be a bigger problem. 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.
Since when do they not have evening calls? 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.
Service techs cannot request this. Something tells me that you are not really a "Shaw tech for life". Any Shaw tech would have to mention these problems to the NOC. If NOC sees a problem that severely affects service, then they would pass on the request for approval to split the node.
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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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ShutUrMouth
@shawcable.net
| reply to shawtech4life
said by shawtech4life :
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.
People don't suck up all bandwidth, everybody shares the same. Your connection won't stop but may slow down. If everyones internet stopped there would be a bigger problem.
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.
Since when do they not have evening calls?
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.
Service techs cannot request this. Something tells me that you are not really a "Shaw tech for life". |
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Lesaonar
join:2000-07-25
Victoria, BC
·Shaw
| reply to AnonShawUser
said by AnonShawUser :If you're contacting tier 2 support directly, either you know people directly in the company, or you've been... problematic. *buzz* Wrong. Unless problematic entails contacting support management and requesting the # so I could bypass tier 1 due to their lack of technical knowledge or understanding of the technology they're paid to support. It's not hard to get the tier 2 number if you actually know what you're talking about concerning issues. |
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Lesaonar
join:2000-07-25
Victoria, BC
·Shaw
| reply to Xtort
said by Xtort :I hate to say that you probably haven't used their services either seeing that you did a Shaw review, so let's cut the bullsh**. I have 2 connections. Shaw for my LAN and Tekksavy for my business line in my shop. Just because I haven't written a review doesn't mean squat. Did you find my telus review as well?
said by Xtort :On an end note, I know where your name will reside in my forum preferences. You seem to have me confused with someone who cares... |
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AnonShawUser
join:2006-06-17
Calgary, AB | reply to Lesaonar
If you're contacting tier 2 support directly, either you know people directly in the company, or you've been... problematic. |
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Xtort
join:2001-07-28
Edmonton, AB
1 edit | reply to Lesaonar
said by Lesaonar :The only non-constructive I've made in this thread was my last response to you. I used Telus for 3yrs not once did they ever follow through with a single report I made regarding issues like regular drop offs, insane packet loss (10-30%), unresponsive email servers and completely useless support. And the above is a drop in the bucket compared to what others deal with. And their rating here supports that POV. As for Shaw's service and support I've had very few issues with the service and 0 issues with support as I contact tier 2 directly. And their rating here supports that POV. Have you ever used Tekksavy? Somehow I'm thinking no, so really your perspective on whether one is better than the other is moot. So run along fanboi... You're probably the worst troll that I have seen lurk these forums....
I hate to say that you probably haven't used their services either seeing that you did a Shaw review, so let's cut the bullsh**. I don't care to use Teksavvy because they are a RESELLER selling the same thing as Telus. If something within the infrastructure breaks that Teksavvy can't fix, they still have to go through Telus for the resolution. Not all people give a damn about customer service, they just want the service to work and adding a third party into the mix delays the resolution.
On an end note, I know where your name will reside in my forum preferences.
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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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