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ShawSean

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

2 edits
reply to ShawSean

Re: [ALL] Ask ShawSean

@bisk - I'm making some inquiries so I can hopefully shed more light on what's happening in Hamilton.

@pkarlos - I just heard they received a shipment (10450 178 ST) and if you want I can get them to put one aside for you in retail, just pm me your details. As for the $50 sale price, that promotion ended Sept 1st I believe and they're currently at the regular $100 price point.

If you do go in, make sure you let the rep know in retail you called to confirm about the stock.

@afatgoat - Are you able to bypass the splitter completely? and just plug the modem temporarily so you can test without it?

You definitely don't want to use the gold splitter, I really don't know why they make them to be honest. I do commend you on trying to troubleshoot yourself though, nicely done.

If you're unable to test directly, please pm me your contact info and the best time to contact you and we'll be in touch asap.

@sgwaddict - Send me your account details and the best time to reach you. Also, can you do a few speedtests directly connected to the modem and post your results?
--
Sean
Twitter - @Shaw_Sean



sgwaddict

@shawcable.net
reply to ShawSean

Hey Sean.

Hope you get better soon. Not fun being sick AND having to deal with all our issues with Shaw. So, I do appreciate that you care enough to let us know you'll get back to us.

This is not directed at you but at management and their policies at Shaw:
Whatever Shaw is doing, please resolve it asap.

And please don't treat me like I'm an idiot and hand me off to nowhereland. Shaw, be honest. Let me know why I'm not getting the service I'm paying for. Why my downloads are down to 20 kbps 24 hrs a day... or stalled, even at 2am? Lucky if I even hit 100 kbps when I've paid for Extreme. Seriously, am I paying to deprive myself??? Moreover, am I also paying to disempower myself because that's what Shaw is doing to its customers.

I'd really like to remain loyal but can only take so much.



pkarlos_76

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

Get well first!!



ShawSean

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

Hey guys,

I was and still am pretty ill, sorry for no responses yesterday. I'll do my best to get things answered by this afternoon.

Cheers.
--
Sean
Twitter - @Shaw_Sean


kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3
Reviews:
·Shaw
reply to EastVanIan

@EastVanIan

Page 2 of your bill, mine is now fixed, so I can copy and paste,

Promotions
Business Internet 50 Promotion (expires 29-Feb-12) -40.00
Total Promotions $-40.00

It is there, I am not sure what you use to look at your bill, or how you see your bill, but it is there.
--
Yes, I am not employed and looking for IT work. Have passport, will travel.



RGMystro

@mountaincable.net
reply to afatgoat

hey afatgoat,

a gold splitter will not cut it.. it has to be a 2.4gighz one or a 5gighz one as the speed of internet is faster then tv signal... you'll burn out that gold one fast :P and it will also make your speed slow too.. but I would send in your info to shawsean and have a techie come out and do a signal test on your line :P...



sgwaddict

@shawcable.net
reply to afatgoat

I have the same issue as you, afatgoat, and I pay for extreme as well. My internet speed is agonizingly slow. As for talking to Shaw, I never even got through to technical support.

Sean. I live in the Vancouver area and would like to know what's going on and when we can expect whatever this is to be resolved.

Your help would be much appreciated. Thank you.


afatgoat

join:2011-10-13
Fort St John, BC
reply to pkarlos_76

Tech said it might be the issue. It's a week and a half wait for a callout. I figure i'd spend the 10$ and see if it was. I can always return it.



pkarlos_76

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

A gold splitter ain't gonna do anything to solve your problems, problem solving with technology is not always simple, you sound like you need a service call from a tech. Kudos for at least trying!


afatgoat

join:2011-10-13
Fort St John, BC
reply to ShawSean

Hi Shawn.

I'm in the Fort St John area. I've been getting much slower then advertised speeds for the last week and a bit. I pay for extreme. The average speed using speedtest.net and shawspeedtest is around 3-5mb down and 1 and change going up, testing with my router and router bypassed.

I talked to technical support on Tuesday. The problem is still going on, They had me unplug the coaxial, unplug my router and modem, restart my computer, try speed testing from safemode with network. I think they may have reset my modem as well. They suggested my splitter was the problem, I replaced it today with a gold plated one. Still no luck.

Phone wait time is greater then 4 hours, the online customer service option through the site always yields an error (Error Id: -1031098854 ) and no one has replied to my emails.

Is there a problem going on at shaw or is there a technical blankout for the area and if so, when can I expect it to get resolved?

Thanks.
-max


bisk

join:2002-06-15
Binbrook, ON
reply to RGMystro

Thanks for the info RGMystro. Yes, I've converted to a Shaw account; I have a Personalizer plan. I can't believe we have to wait nearly a year after the west got the Gateway.



RGMystro

@mountaincable.net
reply to bisk

bink, also if your still with the old system with mountaincable.. you'll have to go in to the mountain office and update to a shaw account.. better then waiting on the phone and waiting like 2 or 3 hours



RGMystro

@mountaincable.net
reply to ShawSean

bink, Shaw Hamilton will not be getting gateway for a while.. I was talking to a tech that came by my place about it.. they still have to work out the bugs with the SPP50 and stuff like that first.. and apparently it will be a 3 hour install or less for the Gateway.. heard some time in spring or summer we will be getting it



pkarlos_76

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

Do we know when more 1 TB PVR Expanders will be available, and I assume they will work with the Gateway? And will they remain at the $50 price? My local retail outlet doesn't have any stock left.


bisk

join:2002-06-15
Binbrook, ON
reply to ShawSean

ShawSean,
I'd like to know when Shaw Hamilton is planning to fully integrate with Shaw. I'm paying the same price as other Shaw customers yet I can't get the new Gateway DVR. I also can't access any of the Customer Care services online as my account number is only 8 digits not the 11 that the system expects.



ShawSean

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

@matt1101 - good to hear Matt, I like hearing positive results, makes my job easier .

@Zig n Zag - no information on that yet, sorry.

@EastVanIan - I received your pm Ian, we'll have someone contact you asap
--
Sean
Twitter - @Shaw_Sean


EastVanIan

join:2011-10-12
Richmond, BC
reply to kevinds

Which other pages? I get a one page email and pay the bill via online banking...


kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3
reply to EastVanIan

Where are the next pages of your bill?



EastVanIan

@shawcable.net
reply to kevinds

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
Premium
join:2003-05-01
Calgary, AB
kudos:3
Reviews:
·Shaw
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?

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