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EastVanIan

@shawcable.net
reply to kevinds

Re: [ALL] Ask ShawSean

I don't receive a printed bill from shaw, I get an email. And I don't see anywhere on the bill where it says my promo expires (see pic): »i.imgur.com/xKvuG.jpg

I only mention the rep telling me I would be contacted when the promo was expired because she offered that as what seemed to be a selling point. I didnt ask to be informed, she just mentioned it (several times) when I was signing up over the phone.

Anyways, after spending 1:45 on hold, and speaking with 3 different shaw reps on monday (2 via chat, one on the phone) MY CALLBACK SCHEDULED FOR TUESDAY EVENING BETWEEN 7PM AND 8PM NEVER CAME (please pardon the caps). Is this actually happening? Is it actually this hard to cancel an account? Have I offended someone at shaw that has flagged my account and now I will be unable to cancel this account forever? WHAT DO I HAVE TO DO?



Zig n Zag

@digitalresoruces.net
reply to ShawSean

ShawSean, My area in Richmond, from what I've been told is upgraded to a 250mbps standard, yet no release to consumers. When is the expected release date?



rustydusty

join:2009-09-29
Red Deer, AB
reply to ShawSean

If you aren't having issues with the Cisco, that's wonderful. I personally have put my Cisco into bridge and haven't looked back since. Just been wonderful so far!



matt1101

@142.66.38.x
reply to ShawSean

Hi ShawSean

So the tech came in and I was able to get him to give me one of the Cisco Modems/routers. Might see about getting it put into bridge mode but I do like it a lot better than the SMC.

The interface is substantially more informative and intuitive than the SMC modem, in my opinion.

The technician was great to deal with and it didn't take long at all to get everything going.

Hitting speeds through speedtest.net (depending on time of day) anywhere between 75MBPS to 92MBPS down and 4.25-4.65MBPS up. Shaw's speed test shows anywhere from 82-95/4.5-4.75.

These are great speeds and so far (knock on wood) everything's been working great and I'm quite pleased.

Hopefully there will be more CSR's as I am pretty sure last week I spent about 10-12 hours on hold for activating the modem, seeing if they could remote in to the SMC and setting up a technician visit.

Cheers and thanks again Shaw_Sean



ShawSean

join:2010-07-16
Vernon, BC
kudos:12
reply to ShawSean

@pkarlos_76 - »shaw.ca/Secure/gateway/form.aspx

"The Shaw Gateway Experience starts with one Shaw Gateway and one Total Home Portal."

I'd say the CSR you spoke with was misinformed. If you have any troubles you can always quote that page. Yes, $14/month will get you the Gateway+2 portals.

@jedikitty - PM me if you haven't already with your contact details and we'll be in touch.

@Lazz - good to hear it's working

@EastVanIan - Just pm me your details Ian and the best time to reach you and we'll get this sorted out for you.
--
Sean
Twitter - @Shaw_Sean


kevinds

join:2003-05-01
Calgary, AB
kudos:2
reply to EastVanIan

When your promotion expires, is printed on each bill.

View My Bill is broken right now with secure.shaw.ca

Promotion -$40.00
Expires 01-01-2012 or something like that.

The rest of the experience is garbage/nonsense, but hopefully Sean can help you out.
--
Yes, I am not employed and looking for IT work. Have passport, will travel.



EastVanIan

@shawcable.net
reply to EastVanIan

LOL awesome, I finally get through to someone on the phone and lo and behold I cant even cancel my account because there is no one there from the loyalty department. Unbelievable.



EastVanIan

@shawcable.net
reply to ShawSean

Hi Sean,

I am having a terrible experience with Shaw customer service. When I signed up for a 6 month promo the CSR assured me several times that I would be notified when my promo period was up. Of course that call never came and received a bill for nearly double what I expected. Since then I have been trying to contact shaw via phone or chat to either downgrade my account or cancel it outright.I have spent several hours on hold and havent once got through to a CSR. I work 7am-7pm seven days a week so I don't have time to sit and wait. I have managed to talk with CSRs via the support chat but I have been given conflicting stories (lies maybe?):

--------------
CSR#1) cancellations can be done from chat, but too bad because your shaw internet cut out during the chat and I lost my session
CSR#2) Cancellations cant be done from chat, we will schedule a call back. Too bad that call back never came.
CSR#3) Cancellations can be done today because it thanksgiving (?? seriously?), but too bad because your shaw internet cut out again.
CSR#4) (10 minutes later) Cancellations cant be done over chat, we will have someone call you tomorrow.
----------------
CSR#3) I can read your old chat logs with other csrs
CSR#4) Sorry I cant read any chat logs
----------------

Twice i have had to reschedule call backs and both times those calls never came. I was never informed my promo period was up despite being assured several time I would be. I cant even cancel my account! Its very frustrating and easily the worst customer service experience I have ever had. It is too bad too because I am happy with the services, internet and TV have been basically flawless since I signed up, but I am not willing to pay $180/month for it. I have asked to have it escalated to management but have been given the runaround by the chat csrs. I am expecting a call back from the oyalty department tomorrow but who knows if it wil even come?

Anything you can suggest or do to help is greatly appreciated.

Cheers,
Ian


the_breaks

join:2011-10-08
Vancouver, BC

1 edit
reply to ShawSean

Edit: Help not needed


lazz0

join:2011-09-27
Winnipeg, MB
reply to ShawSean

Thanks Sean, I did the power cycle and nothing happened, did a chat session with a shaw person who had the same problem, she said to just wait a day or so after the cycle. All the labels showed up this morning. Guess it just needed time to download the images. Shrug, who knows. It works.

Can't wait for the DLNA functions to be active.


jedikitty

join:2011-10-08
St Albert, AB
reply to ShawSean

I rec'd a Cisco dpc3825 but, strangely enough, the serial number of it is nowhere to be found in Shaw's database/listing/whatever. The tech asked for s/n and then took 10 minutes to try to find it, and failed. I don't get it... Hubby got SMC a while back and I hooked it up, and there were no (known) issues with it at all. Seems people on here don't like the SMC much but ours seems to be working ok.
Now, about that Cisco... what do I do? Call again and wait an hour just to find out they can't find this device in their own inventory? Help... I am having other issues as well (I posted in »OMG! Shaw, what's happening???), and this is really getting depressing...

ShawSean: is there ANYONE you can recommend I contact to get some semblance of service I pay for? I'm in St. Albert, AB.



pkarlos_76

join:2004-08-24
Edmonton, AB
reply to ShawSean

Hey Sean some confusion regarding the new Gateway pricing, the old pricing, the old pricing included 1 portal and the retail shaw office in the east end of Edmonton is saying a portal is no longer included in the new pricing, what is correct? Your website even says 2 portals for $14 a month easy plan?



ShawSean

join:2010-07-16
Vernon, BC
kudos:12

1 edit
reply to ShawSean

@Amar - that's the price for Shaw Plan Personalizer yes, the $14 I quoted is for legacy packaging. These price differences are reflected on the two packages initial channel offerings.

@cujo74 - This is actually as designed. The Gateway manages bandwidth this way.

When a recording is finished there is no guarantee that the previous channel will be watched, so to conserve the bandwidth the Gateway does not automatically start feeding it to the Portal. Unless you request a new channel, the Gateway remains asleep. This is not an issue if you have a 1-2 portals, but when a Gateway is running at full capacity (6 portals), this optimization helps to ensure peak system performance.

As for firmware, we just rolled out new updates. I’m not sure when the next are scheduled for release.

@Lazz - Yes, there should be channel icons. This isn't displaying properly still? try powercycling the Gateway - it'll take 2-5 minutes to get picture back, and you'll have to change the channel on the portal to request a new feed from the gateway.

If this doesn't fix the icon display, give it 24 hours and if they still don't display, msg here with your account details and we'll follow up.
--
Sean
Twitter - @Shaw_Sean


lazz0

join:2011-09-27
Winnipeg, MB
reply to cujo74

I just got my gateway and portals installed.
I have a question however, and the installers didn't know the answer and how to fix it. hehe, surprise surprise.

In the grid guide, aren't there supposed to be icons next to the channel number showing which channels they are? or in the least, the actual channel name? Hard to get used to shaw cable when I don't know what the channels are.

Thanks


cujo74

join:2011-09-16
Surrey, BC
reply to Amar

Hi Sean,

Any idea when the issue of the screen saver appearing after watching a recorded program instead of going back to the last channel you were watching is going to be fixed?

Any word on next firmware update or guide update?


Amar

join:2001-07-20
Surrey, BC
reply to ShawSean

said by ShawSean:

@Mukesh - If you're in the Vancouver area I'd recommend our "South Asian TV Pack" which is $14/month

This says its $20/month. Is that incorrect?


ShawSean

join:2010-07-16
Vernon, BC
kudos:12
reply to ShawSean

@Mukesh - If you're in the Vancouver area I'd recommend our "South Asian TV Pack" which is $14/month and includes:

- B4U
- ATN
- Alpha Punjabi
- NDTV
- Sony

@Matt1101 - I can't confirm if they're "better" since I've only used an SMC and haven't had any problems with mine. Let me know how things go after the service call so we can ensure it's working properly for you.

Cheers.
--
Sean
Twitter - @Shaw_Sean



Matt1101

@142.66.38.x
reply to ShawSean

@ShawSean

So the day I posted, the modem finally came in!

I got about 46 hours out of the modem and it died. At least a technician will be coming by on Saturday, so hopefully I'll have the internet I want again by saturday afternoon. Seems the SMC overheated, as it sure felt quite hot when I picked it up to look at it.

Are the cisco modems significantly better than the SMC's?

Thanks for taking time to answer questions Sean.


tlhIngan

join:2002-07-08
Richmond, BC
kudos:1

1 edit
reply to ShawSean

- deleted -



Mukesh

@shawcable.net
reply to lunatic16

My parents are here from India and I am looking for the south Asian bundle.

Whats the best deal out there?



ShawSean

join:2010-07-16
Vernon, BC
kudos:12
reply to tlhIngan

No, unfortunately not. We only activate Shaw hardware.
--
Sean
Twitter - @Shaw_Sean



AnonShawGuy

@shawcable.net
reply to tlhIngan

@tlhIngan - there is no way to activate third party equipment. Trying to support third party equipment creates false and failed expectations especially when it doesn't work. You won't find many companies that will allow this any more. Always purchase native equipment from cable providers.


tlhIngan

join:2002-07-08
Richmond, BC
kudos:1
reply to ShawSean

@ShawSean - would it be possible to activate such equipment though? Signal issues I don't care about - there are other Shaw PVRs in the house. If there's a signal problem I can see those boxes failing. If it's a problem with the box and the others are fine, then it's not a Shaw problem but my own equipment...



ShawSean

join:2010-07-16
Vernon, BC
kudos:12
reply to ShawSean

@ lunatic16 - If the receive light was flashing and the tech on the phone couldn't get anything from the modem, it sounds like a definite signal issue. A service call is your only solution. Please let me know how things go after the service call though, and if problems persist i'd be happy to help.

@tlhIngan - I'm not sure, my best guess is for support reasons. If you had a signal issue our service techs are only trained/authorized to support our products. We do not support any 3rd party hardware.
--
Sean
Twitter - @Shaw_Sean


tlhIngan

join:2002-07-08
Richmond, BC
kudos:1
reply to ShawSean

ShawSean,

I have a question - is there a reason why Shaw doesn't activate non-Shaw equipment anymore?

The reason I ask is I just recently learned that the Motorola M-Stream CableCARDs can be acquired quite cheaply (under $20 shipped). Apparently these cards basically work like a DCT2500 cablebox, but allow connected equipment to be able to decode Shaw's digital TV.

These cards still require a Shaw activation like you have with a real cablebox, but let you use PCs and other DVRs. The only part Shaw loses out on is the sale of the box.


lunatic16

join:2011-10-04
Victoria, BC
reply to ShawSean

@ShawSean - Only had Shaw for 2 weeks and the service has been terrible. First they limited my extreme plan to just 10mb which I had to call in to fix and now my since 5pm Monday my Motorola Surfboard SB5102 modem has the receive light blinking. I called into technical support after waiting after waiting 3+ hours last night to just be disconnected. I managed to get a technical rep eventually this morning and he had no idea what was wrong with my modem - couldn't even connect to it or get a response from it - and that a technician would be sent in 24-48 hours. I am at a loss for words here that I have to wait. Shaw used to be so consistent 3 years ago and now it is just constant headaches. If there is anything you could do please help.



ShawSean

join:2010-07-16
Vernon, BC
kudos:12
reply to Matt1101

@Matt1101 - Don't know, I'd have to look at your account to get a better understanding at what's going on. PM me your details.
--
Sean
Twitter - @Shaw_Sean



Matt1101

@142.66.38.x
reply to ShawSean

I ordered shaw 100 back at the beginning of August and I'm wondering why I still don't have my modem. Every time I call (even with the long waits!) i get the same answer "oh right away, by the end of next week".

It's getting frustrating, how long can I expect this to go on for?? I'm being charged quite a bit of money, my account history states +10, +10 -10 for shaw extreme, why do they charge for that at all? The customer service reps just say "the history doesn't reflect your account actually" then what's the point of the history??? Then on top of that I have a fee for internet.



ShawSean

join:2010-07-16
Vernon, BC
kudos:12
reply to newcdn

@newcdn - Sorry about that! pm'd you back.
--
Sean
Twitter - @Shaw_Sean


newcdn

join:2011-09-30
Canada
reply to ShawSean

ShawSean i sent you a PM 3 days ago but you haven't replied yet. Please check.

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