O Canada! > Canadian > Shaw > [BC] New Broadband 50 modem constantly loses connection

reply to TurtleSpeed

Re: [BC] New Broadband 50 modem constantly loses connection

reply to TurtleSpeed

reply to JasonPM
Wow. Can't believe so many people are having this problem!

Putting the modem in bridge mode and plugging in a router doesn't solve any problems. I did that because apparently I needed my old router to be able to connect between wireless devices (eg. my xbox to my PC where all my media is). The Cisco modem I have for BB50 blocks connections between devices, even though they can all easily connect to the modem.

ANYWAYS, I lose connection ALL. THE. TIME with my new BB50, which I got in early November.

In a small way I'm happy I'm not the only one. And clearly, this is a common issue. For those who seem to work for Shaw that frequent this forum, surely you know about this COMMON issue by now. Is there any word from up above about what might be being done to correct it?

@twobit50 - please pm me your account# or ph# and i'll take a look at your modem levels and see if it's a possible cause.
--
Sean
Twitter - @Shaw_Sean

reply to twobit50
I post several times regarding this issue. Called Shaw about 20+ times. The funny thing is I am using VOIP phone so when there is dropping issue I gotta use my cellphone and with the insane long wait time, I went over my minutes the 3rd time I call Shaw.

Being new to BB50, of course I didn't know what the real problem is. (now I know) In addition to the phone support, THREE technicians came to my house and check. They all said no problem and I continue to drop out like mother. Their system won't be able to tell if you drop out. They always said is fine on their side. Another funny thing is when I called, one guys said your region is fine, nothing is wrong, no repair work/schedule. Same hour same day, I called again, the other guy said there is big maintenance in your region and everybody's connection is affected.

I have to repeat my story everytime to technician and they dont even read account notes. I request bridge mode previously and the guy said no need because nothing related to that. Still continue to drop until last week the connection is finally dead. Yes, DEAD. I couldn't go online and called again. The technician told me that he bet his life that is my power source that is the problem, and he confirmed that with his head office. But I bet on my life that it isn't the power problem. Anyway, I listened and followed him and plug to another outlet and of course nothing change. Downgrade back to extreme for a week nothing wrong with it, no drop out, no problem. They came again and install Cisco modem, they said this time is the model number not recorded on their system correctly. The number is different hence the drop out. Guarantee no problem. Yes, guess what, 20 mins the technician walked out the door, the problem is back. he didnt even spend the time and check thoroughly before leaving, jesus. Most of the time when you called, they said just sit and watch and call back later. I just cannot tolerate so we requested bridge mode. Now is better and we are using this mode for the 2nd day, so far no drop out.

FYI, if you are using SMC modem, you are pretty much screwed. They themselves told me the SMC has thousand of problems. They even told me the BB50 has not been tested thoroughly before release so that's why there is so many post here. The Cisco modem isn't any better, in addition to switch to bridge mode, they need to do something on their side too. So in essence all the function on the modem is useless, you still need your own router.

They did a lot to my connection but never mention anything to me unless I asked: changing the modem (same one but I think I had a lemon earlier), move my line to another server, reset the connection on their side, log into my computer and change model setting, changed the cable (not ethernet of course), update modem number in their system.

I can type on and on but if you have some knowledge already, remember, just tell the Shaw rep what you want. Otherwise it will be the "turn off modem", "plug the power to the wall", "must be your router problem" routine again. Hopefully that can help you guys save some time.

Peace,

I'm not sure exactly the final result of woodeasy's post?

So... eventually swapped to a Cisco DPC3825 in bridge mode and no more dropouts?

reply to woodeasy
Also, warp (50 mbps) service was out for years before BB50 was launched. Same service (channel bonded DOCSIS 3.0) with a different name... so I'm pretty sure in a couple years of having it released they tested it fully. Seems reasonable?

reply to ShawSean
I am having the same problems. Do a lot of business from home and I am having to reconnect printer each time as well. Have spent over 17 hours on the phone waiting for call backs which resulted in the change to broadband and things are worse than ever.

reply to JasonPM
Same thing for me. Upgraded from xtreme and now i have no internet. They basically left me without no internet until next week when they can get someone to look at it.

What is going on. ???

reply to JasonPM
Guys,

If you're having any kind of service issues, please don't hesitate posting in the "Ask ShawSean" thread or PM'ing me. I'd be happy to help.

Cheers.
--
Sean
Twitter - @Shaw_Sean

reply to JasonPM
I was responding to this tread when my WAN disconnected! Had to reboot both the modem and my computer several times to reconnect. I was wondering if Shaw is planning to recall the DPC3825? or have they sunk too much money into it already? I am also having a problem with the lose connections on this poorly made piece of equipment. I can't have it near my desk as the power jack frequently disconnects with the slightest movement.

If Shaw is not replacing these units, would I be able to use an older Motorola modem? along with my personal router? I have a motorola model SB 5101 that I could use, if it is compatible. Or is bridging the current unit the best solution? ty Brian

Hey Brian,

We should probably replace the modem by the sounds of things. If you can contact me via pm we'll be in touch and get this resolved.

Cheers.
--
Sean
Twitter - @Shaw_Sean

Just adding my voice to the frustration evident in the thread. New Shaw and BB50 user. Awful service so far. Right now, speed is under 1MBPS (12:30 am PST). CISCO 3825 again. No third-party wifi router active at the moment, and I am using a quad core desktop plugged directly into the router (i.e., ethernet). Torrents downloading at 3 Kilobytes/sec, in spite of having about ~300 seeds. And this is an official Ubuntu ISO image torrent, not anything unseeded. Talking to Shaw tech on a daily basis since the 10th when my service got activated, and its not getting any better. No tech showed up at my place yet, but apparently my line is suffering from congestion and saturation, which it should not, and the case has been "kicked upstairs" (quoting Shaw tech). They promised me a call today to explain matters, even gave them my (limited minutes) cell number for that, but no calls. Internet is grounding to a halt. The 4th call to tech support resulted in the explanation that "there are system upgrades being made and you shall not get the rated speeds for a few weeks, could be a month. So we shall give you a refund of $10." When I asked what the slowest it would get, she said "definitely not slower than 17/18 MBps". I am now at 0.835.

Considering termination of service, if you call it service in the first place.

-J

@JSaq - Let me see what can be done before you decide to cancel. If you can pm me your account details, i'll investigate further.

Cheers.
--
Sean
Twitter - @Shaw_Sean

one thing i noticed with mine was that the second i try to touch any router settings with the router, it was the beginning of the end. I got a new router now and haven't touched a single thing and it's working. Did you guys change settings then started experiencing problems or did it not work straight out of the box?

The only route that seems to work is get a new modem. Don't touch any of the settings and put it into bridge mode via shawsupport and use your own router

So after a few weeks, I am still suffering from evening network congestion. Just talked to a tech support guy, and he told me this is not likely to improve by June, as they don't plan to do any upgrades to the network in my area before that!

ShawSean, if you are still reading this, any comments, please?

-J

@JSaq - I'm working on getting some further information on the DNU for you guys (getting lots of requests). Due to so many variables, I'm unable to get any solid dates/estimates on when area's will be completed by at this time.

As soon as I get more info I'll post it.
--
Sean
Twitter - @Shaw_Sean