http://www.dslreports.com/forum/Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23277054 en Sat, 11 Feb 2012 12:39:04 EDT Sat, 11 Feb 2012 12:39:04 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23732146 said by AnonShawUser:

If that's the case, and you can collect examples, including account numbers (and ticket numbers. For something like this, ticket numbers would be -very- useful), you could ask them to get it pushed up to tier 2, or request for operations to investigate. It's entirely possible there's changes going on that the front line don't know about. More often than not, the front line don't learn about any sort of changes until 2-3 months after they've already been implemented.
LOL I called in this morning and pretty much got told where to go...Even though I had 8 account numbers and modem mac address and 8 trouble tickets complaining...And we all pretty much got told where to go

The guy was insisting on the fact it was us... Pulling things out of mid air... They have no interest at all in helping any more... I had two easy escalation in the past couple months and they didn't want to deal with either...of from as well.. (Remote sites..) A donkey would have done a better job trouble shooting...And now this... I think I will save my employer the $50 this is costing... The speed is great but there just is not the stability that I require... It seems like there backend is a every changing.. Almost like they just can not find hardware there happy with... I will deal with this on monday. At least when I call Telus I know I am probably going to get crap for support... Rather deal the devil I know than the devil I don't.

Regards

Joshb

PS According Shaw technical support "IPSEC vpns run on the same port that pop smtp mail servers use... And we should try changing our ports... " That is what one of our guys got told on his third phone call... So he says... The scary part is I actually believe that he got such an answer. :(
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Middle Age: The time between I don't care and medicare]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23732146 Sun, 31 Jan 2010 14:04:11 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23730951 http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23730951 Sun, 31 Jan 2010 07:13:48 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23730871
All the sudden within the last 48 hours for some mystery reason myself and a number of other employees can no longer VPN into the office using Shaw... Works fine on Telus... But not with Shaw... My whole team has two connections at home.. 1 shaw, 1 telus...(company covers the cost) This has us just dumb founded... :uhh: Normally if our VPN's go down it's everything...And the scary part is it's not on our end.. We've already swapped around some gear just to make sure...

There lack of answers as of late on a numbers of issues is quite frankly becoming disturbing... And considering they don't out source support it bothers me even more... At least with Telus I sort of expect to get dumb answers...Normally Shaw is at least half way decent for answers..

Regards

Joshb
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Middle Age: The time between I don't care and medicare]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23730871 Sun, 31 Jan 2010 05:47:18 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23726759
Local Shaw gateway:

Ping statistics for 96.48.72.1:
Packets: Sent = 128, Received = 128, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 7ms, Maximum = 28ms, Average = 10ms

Another Shaw gateway:

Ping statistics for 70.68.24.1:
Packets: Sent = 128, Received = 69, Lost = 59 (46% loss),
Approximate round trip times in milli-seconds:
Minimum = 21ms, Maximum = 57ms, Average = 29ms

Seems like some transit in Poco Vancouver is broken half of the time. This has been happening on and off for the past few years. I'd rather have your high latency than packet loss ;) Can we trade?
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Xenophase - British Columbia's premier online gaming community.]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23726759 Sat, 30 Jan 2010 02:09:49 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23665207 http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23665207 Tue, 19 Jan 2010 01:55:21 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23664754 let me know if u had any success with getting it fixed ]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23664754 Mon, 18 Jan 2010 23:19:40 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23664505 http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23664505 Mon, 18 Jan 2010 22:19:14 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23664494 ]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23664494 Mon, 18 Jan 2010 22:16:57 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23446654
Best test is to download a large file and then note the transfer rate, packet loss rate, etc, which is almost what a speed test is doing.

Since Shaw has no SLA for network performance there is little you can do unless the quality is very severely compromised. So far it seems that your connection is still usable and may be not perfect, but that it is hard to complain about that if there is no SLA.

I have had worse and seems providers would still not resolve the issues. Sometimes there really isn't much recourse in consumer level products and services. It's a way to say "take it or leave it".

With all that said, I do not agree with the ways the "techs" were testing things, but I don't expect much from those "techs" either. All the ones I have encountered have minimal knowledge in computer networking, but I don't blame them because their main job is to wire a good wire and termination, and little else.

When I subscribed w/ Shaw a few years back, the network fluctuated so much that it was very bad. It took many calls, a few visits, and then it wasn't resolved. Extreme-I had no effect at all either (back to High Speed later). Then one day, everything got fixed, and no problem since. But that took months, and that was after I gave up on it, and not even pursuing it. Something must have been eventually changed or fixed, but I'd never know the real answer.

As someone posted, you might be in a saturated node. But that is something that the Tech Support group should be able to detect, as they should be able to pull logs from their equipment and see.]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23446654 Sun, 06 Dec 2009 15:13:46 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23305018 http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23305018 Sat, 07 Nov 2009 00:55:46 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23294032 http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23294032 Wed, 04 Nov 2009 23:16:26 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23293947
In other words continue to pay full price for crap service, where not fixing it anytime soon.

"Again, we apologize about giving you the incorrect date of when we should have resolved this for you. This was purely an error on our part.

At this time we do not have a timeline as of when we will be able to resolve this. As mentioned, as it's affecting a large amount of our customers, we expect quick resolution on this. We have to upgrade some services to ensure that we are able to deliver the service that you have come to expect from us.

We are sorry you feel that we are giving you the run around, however we thank you for your patience while we work on this."]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23293947 Wed, 04 Nov 2009 22:57:41 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23291595 http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23291595 Wed, 04 Nov 2009 16:04:55 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23291310 http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23291310 Wed, 04 Nov 2009 15:19:39 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23288247 http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23288247 Wed, 04 Nov 2009 00:57:52 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23288001
Tired of the crap their pulling. 2MBps on Extreme I may as well get a rogers usb stick faster than what i am getting. Total joke.

Now it is no ETA on a fix in your region. The joys of SHAW.]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23288001 Tue, 03 Nov 2009 23:46:35 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23282464
For the last 3 weeks my node is so saturated it's almost unusable.

Supposedly they are doing network upgrades Nov 3 to fix the problem. We'll see i won't hold my breathe on the fixing a thing.

Better have a free month credit all i got to say, if not heads will roll.

]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23282464 Tue, 03 Nov 2009 03:31:45 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23280260
Sounds to me like you have saturated node. It's a waiting game at this point for shaw to split it or fix the problem....

Sorry not to be able to give you better news...

Regards

Joshb
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R.I.P Mom We miss you.]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23280260 Mon, 02 Nov 2009 16:47:12 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23280195

Last Result:
Download Speed: 17419 kbps (2177.4 KB/sec transfer rate)
Upload Speed: 820 kbps (102.5 KB/sec transfer rate)

Shaw speed test had me at
6Mb/s up
718Kbp/s down

And as for When we get the spikes they tend to rear there ugly head between 4 and 8 pm
We have tried testing throughout the day just to see if there was a trend and we get random spikes during the day

The seattle number is one of the best ones we have ever had
This was just me and the modem.
The modem is a motorola]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23280195 Mon, 02 Nov 2009 16:35:43 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23280069 said by tom25 :

When running the speed tests, I'd recommend doing all the same things recommended above, but hardwired to the modem. We don't want the router potentially altering the speed test results.
Agreed... To the modem is best.... But un-like some people I am willing comprise a bit... And some times it's just not possible to do... Depending on the setup...
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R.I.P Mom We miss you.]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23280069 Mon, 02 Nov 2009 16:14:43 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23279916 http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23279916 Mon, 02 Nov 2009 15:59:35 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23279957
San Francisco:
Download Speed: 9584 kbps (1198 KB/sec transfer rate)
Upload Speed: 485 kbps (60.6 KB/sec transfer rate)

Seattle:
Download Speed: 17447 kbps (2180.9 KB/sec transfer rate)
Upload Speed: 488 kbps (61 KB/sec transfer rate)]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23279957 Mon, 02 Nov 2009 15:59:25 EDT http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23279875
From what you have it could be a number of things... First things first lets get a more local speedtest... There are just too many factors involved when going to San Fran...

Give these servers try and post back your results.. Lets see if they match... Please be hardwired to router for these tests. Wireless can have issues and is not really good for speed testing...

»speakeasy.net/speedtest (please use seatle)
»speedtest.net (please use the closest server to you.)
»speedtest.shaw.ca

Also is there a time pattern to when it slows down... If there is, is it consistant... Almost like clock work....

3) What modem are you using?

Sorry to ask more questions than answers at the moment.. Just need to narrow down a couple things as your post left many possible causes... Some on your end some on Shaws..

Regards

Joshb
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R.I.P Mom We miss you.]]> http://www.dslreports.com/forum/Re-Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23279875 Mon, 02 Nov 2009 15:42:53 EDT http://www.dslreports.com/forum/Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23277054 We use a Linksys WRT610N router. When we further questioned him about our home equipment he said it was good equipment but must be having an issue. We excepted his answer and continued to have the same spikes as before. We double checked all cabled connections in the house as well made sure Wireless connections we as efficient as possible. (Thanks Mr. T for the line tester).We watched our latencies and packet loss for another week nothing changed. We tried both attached to the network and attached directly to router and nothing changed. We recontacted Shaw about our issues and they sent out a "Senior Tech". The "ST" arrived at our house and again seemed knowledgeable. He ran several test from my roommates laptop and came to the conclusion that our network was causing our packet loss and hence our ping spikes. During his latter test my roomates laptop was direct wired to the modem not the router. Our network was not even in effect when he made the conclusion. He also recommended we "upgrade" to D-link gaming gear as it was better than our linksys. We took his words to heart and bought a D-link Extreme N router but it didnt change our problems. We also upgraded to Cat-6 and ensured there connectivity with no change. We called Shaw again and stayed on the line till our spikes started. While Pinging the Shaw mail server we had a latency increase from 24ping to 800-900. The Customer service rep shaw this and agreed to book in another tech. The next day The Shaw rep called us back to say the Tech department has refused to come to our house as they say they have been here enough already. The shaw rep sounded frustrated and pissed that the techs wont come.
The techs have always used our equiptment while checking our status. Even though their notes say that their computers were used. No tech has metered or even inspected the feed lines to the house. The come to the conclusion that it is us and only us enough said. I have taken it upon myself to test our line quality with a single computer hooked up to the modem and this is what I have gotten.

This is about average for our connection we have yet to see 15Mbs as we are advertised to have.
»/linequality/nil/2581844
This is one of the better looking line quality checks.
Also been running Smoke ping and this doesnt look pretty to me.
»/r3/smokeping.···30ed.CA1
The fact that this visually represents what i think it does makes me think the problem is on shaws end.
My Pc is up to date
AMD dual core
4Gb ram
Windows 7

Is this a service issue?
Saturation?
Crappy lines?

I am at wits end. Please help us word our issues to shaw so they understand.]]> http://www.dslreports.com/forum/Ping-spikes-and-packet-loss-compounded-by-Shaws-customer-se-23277054 Mon, 02 Nov 2009 02:48:58 EDT