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Lesaonar

join:2000-07-25
Victoria, BC
reply to don

Re: [ALL] Ask a Shaw Rep

said by don:

Any idea when phase 2 is rolling out in Victoria?

Has already happened in Gordon Head. Perhaps you should be more specific about the area you live in?
--
Anon filter enabled. Register an account if you want to be taken seriously.


FaxCap

join:2002-05-25
Surrey, BC
Reviews:
·Shaw
reply to ShawSean
Why has it taken over a week (without result) to fix the problem with
this node? White Rock/South Surrey. 4 days now of unwatchable TV.
Told "we are working on it" yet this weekend never saw 1 Shaw truck
in the area. 2 of my neighbours and I drove our cars around the area
looking for Shaw trucks this weekend....nothing. I knew nothing
would get done until Monday.

Signal strength very good.....error rate off the scale.

FaxCap


Shaw_Alex
Official Shaw Rep

join:2010-12-16
kudos:1
Hey FaxCap,

Send me your account number via DM and i'll see what updates we can provide for you.

Cheers,
Shaw_Alex


FaxCap

join:2002-05-25
Surrey, BC
Reviews:
·Shaw
reply to ShawSean
All happy again.

After 5 days of unwatchable TV and a few days before that with quite
a bit of breakup Shaw has now replaced a major piece of equipment
for this node.

I knew it was bad when even the SD channels were breaking up to
the point you couldn't watch them.

FaxCap

Lefty182

join:2012-09-29
Westbank, BC
reply to ShawSean
Hi there,

Over the past few months I have been having problems with
very slow internet during the day with my Broadband 50.
Anytime from like noon until 10 pm or so, I get extremely
low speeds, with the results on speedtests showing ~5Mb/s. I recently (about 2 weeks ago) called a tech in and he said there was a problem with the node in my area. I live in West Kelowna. He told me they would fix the problem as soon as possible but the problem still seems to be persisting. When I talked to customer support today they said the problem should be fixed, though. This has been going on for quite a while. Any help would be greatly appreciated!

Lefty


Shaw_Alex
Official Shaw Rep

join:2010-12-16
kudos:1
Hi Lefty,
Send me a private message with your account number or address, and i'll look into it.
-Alex

adiabatic

join:2009-01-24
Victoria, BC
reply to Lesaonar
said by Lesaonar:

Has already happened in Gordon Head. Perhaps you should be more specific about the area you live in?

Interesting. Roughly when did that happen? I'm in View Royal near the hospital and BB100 is still 5 Mbps up.


FaxCap

join:2002-05-25
Surrey, BC
reply to ShawSean
Alex or Sean....any idea when the DNU will be done in the South Surrey - White Rock area?

FaxCap


Shaun

@shawcable.net
reply to Shaw_Alex
Signed up for Shaw TV after receiving sales call offering HDPVR - excited to get SportsNet World HD! Gets installed & call to order SNWorld HD & find out HDPVR is older refurbished MPEG2 model, won't work with SNWorld HD MPEG4. Have a few conversations with offers of rent to own and other ways to upgrade HDPVR. Eventually decide to go and get newer HDPVR - call to activate & order SNWorld HD, done. Try to view channel 254 - won't happen. More checking - sorry, DNU hasn't happened in your area, channel not available!

So after agreeing to buy TV service, being willing to pay $18/mth extra and getting newer HDPVR all for ONE channel I find out, sorry, not happening! Why I wasn't told it was old refurbished unit to begin with or that SNWorld HD wasn't available in my area along the way I'll never know.

Bottom line question, any timeframe for DNU in Kerrusdale area of Vancouver?


FaxCap

join:2002-05-25
Surrey, BC
Reviews:
·Shaw
said by Shaun :

So after agreeing to buy TV service, being willing to pay $18/mth extra and getting newer HDPVR all for ONE channel I find out, sorry, not happening! Why I wasn't told it was old refurbished unit to begin with or that SNWorld HD wasn't available in my area along the way I'll never know.

Bottom line question, any timeframe for DNU in Kerrusdale area of Vancouver?

And all of us who are paying for Movie Central and only get the one
MCHD channel are in the same boat.

FaxCap


ninn

join:2008-01-26
kudos:1
hi shaw_Alex

please allow me to ask you the following questions:

when we buy (not rent) a digital box from shaw do we get a new or a refurbished box

between the technical department (when we call for help)
and shaw retail store (where we visit in shopping mall) who has
the final words in digital box warranty replacement (after 30 days from the date of purchase) issue

what are the proper procedure to make a claim during warranty period (a digital box gets 3 years warranty) will you send a technician to location and physically check and test the box or we can just pack it up and take to a retail store near us after we talked to and follow technical department suggestion

thanks much in advance
--
Intel P4 3GHz, 4GB RAM, Win XP Pro (sp3), IE8, FireFox 17.0.1 Symantec Antivirus, Malwarebytes' Anti-malware pro 1.65.1.1000


Shaw_Alex
Official Shaw Rep

join:2010-12-16
kudos:1
Hey Ninn,

1. When you purchase a Digital Box from Shaw, it will be brand new.

2. In most cases, the Service Call Technician will have the final say for warranty replacements. In some cases (such as known issues), a phone representative can get approval.

3. When you have an issue with your hardware, contact technical support first. If the issue cannot be resolved over the phone, we will book a tech. They will have a replacement ready if need to swap the box.


ninn

join:2008-01-26
kudos:1
thanks so much for your reply shaw_Alex
all questions were well answered
have a good day


Spence

@shawcable.net
reply to ShawSean
I'm running
Model Name: SMCD3GN
Software Version: 1.4.0.40-RES
Hardware Version: 1C

Port forwarding doesn't work at all. When I run nmap on a rule, it comes back as 'filtered'.
I've read the manual, and tried everything.

Googling around I see everyone is running into this, how has this not been fixed? Why was I charged 100$ for a low end router?

ravenchilde

join:2011-04-01
kudos:2
said by Spence :

Why was I charged 100$ for a low end router?

Because it is a 4x4 modem and a router.

don

join:2004-07-22
Victoria, BC
reply to ShawSean
WHEN is the upload speed UPGRADE coming to BB50/BB100/BB100+ packages for Victoria? Some of the country has it, some doesn't. You have finished the necessary upgrades for the entire city, yet I still get 5 mbit upload on BB100.

Here is another user from Victoria without the upgraded upload speed:
said by adiabatic:

I've all but given up on seeing my 10 Mbps upload speed on BB100 here in Victoria (View Royal). Although Shaw never made a formal announcement of the service date, the DNU was done long ago (at least 6-7 months). What is the delay?

It's a shame because 100 Mbps down deserves better upload for what is essentially a premium service. 5 Mbps is laughable. My cloud backups are painfully slow, Slingbox streaming impacts the network for others in the house, and so on.

I was told "September" by a tech back in June or July or whatever. I bet if I called Shaw right now, they could give me 250/15 no problem. Press of a button. How come existing users never benefit? I don't believe it's difficult to upgrade BB50/100 users to the new 5 and 10 mbit upload speeds that we were promised way back when. Can you shed some light on this?

afiddy

join:2013-01-01
reply to ShawSean
Hi, I was just wondering if there was some sort of system put in place where if you're the one in your area that is congesting the network, then you'll be capped at a certain speed for awhile until congestion is over.

Because yesterday I've downloaded much more than I usually do in a day (about 15 GB more) and now some specific applications that I use are going at 70KB/s while others have 'OK' speeds of about 500KB/s. And whenever I do decide to download something it goes at about 1.8MB/s.

If this system is in place: how long do I have to wait until this speed cap is removed?

kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3
Reviews:
·Shaw
Basically, no.

Downloads will not be shaped.

Uploads can be for non-time-sensitive stuff (however sometimes the system has different opinions what non-time-sensitive traffic is).
--
Yes, I am not employed and looking for IT work. Have passport, will travel.


Shaw_Alex
Official Shaw Rep

join:2010-12-16
kudos:1
reply to don
Victoria is still undergoing upgrades. It really depends on the area, as there are a number of factors that are involved. Existing users are the ones that benefit the most from these upgrades as they will automatically have their internet speeds upgraded without changing packages.

Thanks for being patient.


rawrblam

@shawcable.net
I've been having issues for the last few weeks with severe slowdown during evening hours in the Wolseley area of Winnipeg. I'm consistently getting sub 1 Mb/s down on the shaw speedtest and the upload portion generally times out or fails. This issue is not unique to my area of town and others I have spoken with are having similar issues (some dating back to the fall). I contacted phone support twice and was told both times that there is extreme node saturation during peak hours and that the only thing that can be done to fix it is a node split. Both reps I spoke with were unable to provide me with a timeframe other than to say "that sort of thing is up to Operations and can take some time" which is completely unacceptable. Obviously not every situation is the same but in your experience how long has it taken this sort of thing to be resolved?

WiFiRobbery

join:2013-01-07
Victoria, BC
reply to Shaw_Alex
Shaw_Alex:

Vic West is brutal during a longer and longer peak period (no seems to run from 7-10:00 PM. This is making my work VPN sessions and any gaming painful. Any idea when the network upgrade is going to happen here.

My account is covered through work - basically more than 20 accounts, and with the complaints my boss is starting to make noises about going Telus. I do not want to go to Telus for internet......


Shaw_Alex
Official Shaw Rep

join:2010-12-16
kudos:1
reply to rawrblam
It really depends. The engineers know far in advance when nodes need to be split, so when areas become saturated it's because we haven't been able to solve the issue on schedule. I wouldn't know exactly what the delay would be, but if you send me your account number i'll do my best to find an ETA.


Shaw_Alex
Official Shaw Rep

join:2010-12-16
kudos:1
reply to WiFiRobbery
If you could send me your account number or address, i'll ask one of the local techs for more information.

WiFiRobbery

join:2013-01-07
Victoria, BC
While not my address, this one will suffice:

750 Front Street
Victoria BC

eject

join:2013-01-23
Reviews:
·Shaw
reply to ShawSean
How reliable is your bandwidth usage monitor? It's documented through both first hand experience as well as archived and recent forum postings across the Internet as useless, hence your well known soft cap and consistent fluctuations in formatting the presentation of secure.shaw.ca in attempt to remedy the situation as opposed to ostensibly making it more user friendly.

Your current offering displays a broad stroke one month period that either rounds up or down decimal percentiles with no daily breakdown leaving an incredibly vague and inaccurate measurement, so vague that it cannot be taken serious for your impending bump up program and also likely why Shaw opted against implementing Usage Based Billing.

Now here is my problem with it, your inability to track statistics to a high degree of accuracy has left many people with a false sense of security that going over is casually accepted, but they will soon come to find out that is not the case, instead they will find themselves being pestered by a bandwidth enforcement member that will initially be understanding even to individuals deflecting responsibility by blaming malware, unsecured networks or whatever excuse seems plausible. I have recently received one of these calls, and I acknowledged I'd exceeded my package limit with things like torrents, Shaw and a premium newsgroups along with high quality video streaming.

Now with all cards on the table and sunlights disinfecting properties shining bright on my situation I knew I would have to scale back well within the paltry perimeters of my 25mbit service, and since I feel I've been honest about my usage I hope you can put a modicum of credence into my next observation about Shaw's broken bandwidth monitoring.

Since the start of this months recurring billing cycle I have kept heavy tabs on my usage to compare and contrast against Shaw. Currently Shaw has me pegged at approximately 93 gigabyte usage over the course of 6 days while I show 53 as monitored through Network Connections. The past day I made a conscious effort to sparsely utilize my connection which ultimately resulted in 2 gigabyte usage, Shaw tabulated it at 7. So while tying up some loose end downloads that were ceased after being admonished I am shown to have used nearly half my monthly allotment in less than a week. That is unacceptable, just like I acknowledge my excess was, but this is particularly bad embellishment that will likely happen to more people so long as Shaw demonstrates a glaring deficiency in stat tracking.

And while this statement has gone on for too long I must say Shaw has failed to provide a suitable package for pragmatic consumers, as a "power user" I've yet to experience a single scenario of 25mbit not being sufficient to download or stream hd content or be competitive in online gaming, only the data bandwidth requires a substantial boost, a boost that would happily be paid for so long as it didn't involve acquiring another modem and unnecessary throughput.

As for the egregious and maybe criminal stat padding, I will play it by ear, I suspect another phone call soon enough but I will be sure to have my ducks in a row to combat baseless allegation. Unfortunately Shaw holds the cards and like most ruling bodies acknowledging mistakes at the micro level cannot be allowed so to prevent de-stabilizing a ecosystem and plunging it into chaos through diminished consumer confidence. As such I don't foresee a happy outcome unless your service is sorted on a delivery basis, such as implementing an appealing package at the middle tier price points for users not enticed by a thrill of the first user/keeping up with the jones/carnival mark mindset that you're banking on with your fastest Internet promotion, or permanently fixed statistics tracking.

Shaw is without a doubt the best Canadian ISP, they haven't betrayed their customers privacy, they maybe the last or second to last to offer their own usenet server, but they've failed spectacularly at delivering packages to all kinds.

ravenchilde

join:2011-04-01
kudos:2
said by eject:

As for the egregious and maybe criminal stat padding, I will play it by ear...

My experience differs from yours. When I was graphing my routers traffic using Cacti to SNMP the routers interfaces, I found that Shaw was slightly under-reporting usage. Not over-reporting. I'll fire it back up and have another look. I remember at the time other users also reporting under-reporting by the Shaw bandwidth usage page.

eject

join:2013-01-23
Reviews:
·Shaw
Your comment only solidifies my stance on their inability to track, you're just on the other side of the spectrum thanks to their ineptitude like I was prior to my courtesy call. Many experience that until you're on their radar, then you'll find tremendous stat bloating which is why I call into question the laid back attitude most customers have grown accustom only to find out this year they'll be charged extra by being bumped into new packages off the back of shoddy tracking, hence the soft cap reference.

kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3
Reviews:
·Shaw
Yours is the first I have also seen which indicates it over-reporting. I have only seen it under-report.

The information is not being used for anything at this point, if they start using that data for billing, or anything else, then I would be concerned about how accurate it is.

Right now, it is only used for you to look at it... Bandwidth team usually looks for the top users on a busy node.
--
Yes, I am not employed and looking for IT work. Have passport, will travel.

eject

join:2013-01-23
Reviews:
·Shaw
I'll definitely be providing detailed information by the end of my next billing cycle for posterity since this so called irrelevant and highly inaccurate information is Shaw's only point of reference for reprimanding and inevitable plan bumping. I was more then pleased to operate from an ignorance is bliss stand point prior to my outing and I don't mean to hinder others taking advantage but it seems like a good time to open a dialogue on the topic.


Shaw_Alex
Official Shaw Rep

join:2010-12-16
kudos:1
Hi Eject,

What services are you using to monitor your home network traffic?
Is it installed on your router or PC?

Would you be able to send me a screen shot of your findings?
I'd like to compare it with our reports and with the help of our Network Analysts find out where the differences are coming from.

If you could PM me with that information along with your account number, i'd be happy to look into it ASAP.

Cheers,
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