EDMAnon
@shawcable.net
| Help!
What could be causing this problem?(Extreme Package - Edmonton)
It started Thursday night at 5pm, and Friday at same time like clock work. I could not surf because it was so slow that pages would need to be refreshed several times or they would time out, and would not go back to normal until the morning.
Shaw said signal looked fine, but said there where errors, and would send out a tech to investigate.
Saturday the tech showed up, and he swapped out my current 5102 for the older 5101, which did seem to help a little as I am able to surf, but the tech could not explain half of my upload speed missing on my extreme package before he left.
Saturday night my uploads where basically came to a crawl and where timing out. My download speeds on most part seem to be on par, but they can be all over the place at times as well as my upload speeds which struggle the most.
Ping plotter shows me loosing 10-30% of packets on the 1st ED hop several times a minute and does not matter what time of day, or if idling or putting connection under a load. Packet loss does seem to become more frequent as I put the connection under load though.
Here are some screen Caps it does not matter if I am behind router or not as it reflects the same behaviour.
Right now I have not received any answers, the only thing has been done is the modem has been swapped.
Thanks. |
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Seniorsc
@shawcable.net | I was told there are some slow speed/intermittent connection problems being looked at right now. |
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EDMAnon
@shawcable.net | Thanks for the response. I will sit tight. |
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EDMAnon
@shawcable.net
| reply to EDMAnon
What ever it is. Its insane right now, having up to 50-60% packet loss on ed hop, just idling. |
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EDMAnon
@shawcable.net | reply to EDMAnon
Is this problem still going on?
I lost connection at 9pm, and still receiving packet loss. |
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Lesaonar
join:2000-07-25
Victoria, BC | said by EDMAnon :
Is this problem still going on? Call and ask? |
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EDMAnon
@shawcable.net | You don't think I have?
I would not be posting here, hoping a Shaw tech can help me with my problem. I am not able to get anywhere with Shaw phone support. Don't get me wrong the majority of there phone support people are nice. |
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Lesaonar
join:2000-07-25
Victoria, BC | Next time you call and don't get answers, ask them to escalate it to tier 2. Tier 1 support is all but useless. |
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AnonEDM
join:2009-08-27
2 edits | said by Lesaonar  :Next time you call and don't get answers, ask them to escalate it to tier 2. Tier 1 support is all but useless. Thanks for the tip.
Basically Saturday night, Shaw said they would have someone call Monday, that call has not come of course. Next I have had a tech who has missed two appointments to my house now(with no call saying they can't make it).
Wed night I called after the modem lost connect to the net, and I had to cycle it after it would not return. They said no problems to report in your area and the signal looks fine.
I am not rude on the phone, nor do I raise my voice often. In fact I find many of them pleasing to talk to, but you can only reboot the modem so many times. lol
In the mean time, I have a up and coming family event that's going to require my time.
I want to believe in Shaw given the alternatives, but seeing how this has been handled it really makes you second guess. It also strongly makes me give pause when they try to sign me up for there phone service, could you imagine?
Guess we will see how this goes |
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Xtort
join:2001-07-28
Edmonton, AB
1 edit | reply to EDMAnon
Trying to push a problem to tier 2 is pointless, so don't waste your time doing so. If there is a certain amount of calls coming in that are related to the same problem within the same area of Edmonton, NOC will be advised of it and will dispatch techs to investigate. Most of these issues are not fixed in a 24 to 48 hour cycle.
--
Asus P5Q-E / Q9450 @ 3.6 / 4GB OCZ Reaper HPC 8500 / XFX 9800 GX2 / Windows 7 Ultimate x64 |
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KnowUBetter
join:2009-07-28 | reply to EDMAnon
Sounds like a noise problem....that is why you have slow pings and packet loss. It also explains why they see errors. |
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AnonEDM
join:2009-08-27
3 edits | reply to EDMAnon
Tonight I lost connection for 2 hours starting at 6:40pm. From what I understand it was a area node outage. When it returned the packet loss looks to be gone.
I wont say its completely fixed just yet. I will give it a few days and report back how it is(don't want to jump the gun just yet).
This was, some what of a frustrating experience. I can't say tier 1 are horrible, like I said most of them are pretty nice people, just the way a lot of them are trained to respond could be a lot better. It is very robotic, and can be annoying when you have done that same step 900 times and its past that point.
So anyways I just wanted to say thank you to those who took the time to respond with your info or thoughts. I do appreciate it.
Right now I am just happy to have a working connection again. |
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AnonEDM
join:2009-08-27
2 edits | reply to KnowUBetter
said by KnowUBetter :Sounds like a noise problem....that is why you have slow pings and packet loss. It also explains why they see errors. That's what I was thinking to. When this started happening I had to pull off a -3db attenuator off my modem to be able to surf a little. When the tech swapped out the modem he tried to put that attenuator back on and it made it worse it seemed, but to be honest I just did not know anymore. For what ever reason for the past 2 years I think this being the 3rd. I have experienced these type of problems at around same time of year. I have had I think 4 new modems exchanged over these 3 years. |
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AnonEDM
join:2009-08-27
| reply to EDMAnon
Things are looking pretty good this morning  |
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Anonimuz
join:2008-12-08
canada | Yeah, your ping is slightly better  |
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AnonEDM
join:2009-08-27
1 edit | reply to EDMAnon
Well all was good since the outage, up until today.
The problems have started to return, exact same issue.
One thing I have noticed is during this past week it has been hot and no problems. When these problems did start to occur temperature was on the real cool side. Yesterday to today we have had a 15degree swing in temperature.
Shaw does swear up and down that modem signal looks fine. |
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Anonimuz
join:2008-12-08
canada | Signal is probably fine, it's more likely to be an SNR issue on the node. |
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AnonEDM
join:2009-08-27
| said by Anonimuz :Signal is probably fine, it's more likely to be an SNR issue on the node. Ok, thank you Anonimuz.
If Its SNR problems on the node from backfeed or what have you, would that not be causing problems for everyone on node, and would it be harder for them to track down and isolate? |
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AnonEDM
join:2009-08-27
1 edit | reply to EDMAnon
Senior tech was here. There was a incredible amount of errors on the modem that he showed me, despite phone support who said it all looked good.
He figures the problems is going to go back to the plant since signals are all within spec to the pole, from the pole to ground block, and in the house.
Now its matter of waiting for supervisor to call now. |
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Anonimuz
join:2008-12-08
canada | reply to AnonEDM
Yes, return noise can be the hardest thing to track, especially if it is intermittent. Which could be why it keeps coming back. |
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