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dave778

join:2012-03-24
Vancouver, BC
reply to C750

Re: [BC] Broadband100 download speed only 1-4Mbps - Vancouver

Hey C750, Thats EXACTLY the same day it started for me (last Friday).
If it is in fact due to the digital network upgrade then Shaw could have handled it better. (1) They could have sent out a news letter saying that for a month or 2 we would see speed decreases, & to make up for it that they would only charge $9.99 per month (for internet) until the new network is up & running. (2) Shaw should NOT have rigged their own online speed test to make it look like we are getting what we pay for because now they look shady & scandalous.
Anyhow Thank you ShawSean for taking time out to at least talk to us. Its much appreciated!


bb50

@shawcable.net



I just spoke with a tech and he said the DNU should be completed in the area. They are receiving a bunch of calls and are aware that there's an issue, but they don't have an ETA on when this will be fixed (that or they are being rather hush about it).

dave778

join:2012-03-24
Vancouver, BC
The part about the DNU being done is a pile of wet donkey crap. If it was done then we would have full speed again. Not only that but I believe we would also have animal planet HD, which we currently do not & only have the SD version. ShawSean have u heard anything?


ShawSean

join:2010-07-16
Vernon, BC
kudos:12
reply to dave778
We're still investigating the issue. Once I get more information I'll let you guys know.

Cheers.
--
Sean
Twitter - @Shaw_Sean


C750

@shawcable.net
reply to dave778
I've also noticed Food Network HD is down more than half the time for the last month or so?

Oh, and one week later on extreme(ly slow):




ShawUser12

@shawcable.net
I'm not seeing a DL speed decrease, but i am seeing some pretty heavy packet loss pinging local servers, and also out of area servers LA,Seattle

Didn't start noticing it until today, But it's there


jeremyreimer

@shawcable.net
reply to dave778
I'm SO GLAD I found this thread! I've been having EXACTLY the same issues, and they started last Friday as well. 1-4MBps download, when before I got 20-30. I phoned Shaw and they said everything was fine and to check my router. Well, it wasn't my router.. I plugged in directly and got the same results.

I hope this problem is fixed soon or I will be switching ISPs!


Douglas

@shawcable.net
Yeah, I've been having the same issues since late last week as well. I've been following this thread for a few days and just finished speaking with some Shaw reps on their online chat system. They asked me to do the same thing and we had the same results.

I actually asked if there was any sort of network maintenance or upgrade that was going on in my area that might be causing it and was specifically told there wasn't, so that's ruled out. Hopefully we get an update on here because they apparently can't get someone out here to check the connection before the 23rd.

rotohoto

join:2012-03-31
canada
kudos:1
reply to dave778
I'm seeing the exact same thing, near 41st and West Boulevard in Vancouver. I spent about 40 minutes today tearing my home network apart cuz I was sure it must be something failing on my end, then I found this thread I have a fairly elaborate setup, so I tried multiple computers bypassing my switches and router trying to find the source of the problem.

I have BB100 and I'm seeing ~5Mbps or less doing anything other than using the Shaw speedtest site. I first noticed problems about a week ago when it seemed like youtube videos were loading really slowly, even when watching something that was being fed from Shaw's youtube cache servers. I figured it just must be something screwy with those, and didn't think much about it.

The last few days I've noticed it's not just youtube, it's everything. If I load up a few well seeded torrents, I can just barely break the 10Mbps barrier. Same thing with newsgroups.

Looking at a wireshark capture while doing a speedtest I am seeing a *lot* of duplicate TCP ACKs. This only happens with off network speed tests, it doesn't seem to while using Shaws.... or at least there are a lot fewer of them.
I have no problem consistently hitting 85+ Mbps from the Shaw speedtest. And yes, I can look at traffic levels on my router interface by the second and the 85Mbps number does seem to be legitimate
I have a few colo'd servers across north america, one even being at Harbour centre in Vancouver. From any of these, using iperf to my home connection, I'm seeing similar poor results coming in under 5Mbps.

Trying to blame this on the digital conversion doesn't pass the sniff test. Based on the fact that I can hit nearly full speed to their speedtest site shows that there is nothing wrong with the cable modem/cable plant/cmts. It looks like it's only a problem with traffic that leaves Shaws network, so perhaps there's an issue with one of their peering points... or perhaps they've made some changes to how they do DPI, and it's not working exactly as they had planned.

I've had BB100 since they made the pricing changes last year, and this is my first issue with it... for the most part it's been great.
But having this issue drag on for a week is a little bit frustrating... Hopefully they have an idea what's causing it and it's being worked on.

eunsong1989

join:2012-03-26
Vancouver, BC
reply to dave778
you guys should all call Shaw... i phone them and they told me if a lot of people complain from the area "Im sure they wont leave it alone for a while" is what the tech said to me... pretty logical hahaha we need to let them know that there is a real issue in our area... when I talked with them they told me there is going to be a status update on April 2nd and I should phone them on April 3rd anyways call them!!!!! ... u need to let them know there a problem in this area... more we complain more they will react faster


trusean

@shawcable.net
Hey guys,

So I noticed my speed go from close to a hundy to a pathetic ~1.5 mbps so I installed my old 56 k modem and now I'm happy again. Doom all day with those speeds, who needs BF3 anyways. But seriously I wasn't happy, so I called Shaw of course. I live in the W41 and West Boulevard area.

At first, the first few technicians may have been a part of some equality work program as they could only suggest unplugging my modem and waiting for 30 sec. then power up again, thanks tips. But the thing that made my most angry was those bastards tried to lie to me. They said all other speed tests were false and theirs, shaw.speedtest.ca, was correct. I'm sure. I was getting almost 75 mbps on their site, but couldn't even buffer a video on youtube. So that's the point when I lost my shit. Long story short, "my issue" was escalated to a supervisor in technical support. She was awesome. She admitted that there was indeed work currently going on in my area for the analog to digital conversion. She said she would notify the engineers that there has major service disruption. The estimated time is approximately two months, maybe till even July. She also acknowledge that their speed test site may also be bugged and is obviously not showing the correct speed and they will address that as well (which they have for me at least, I have shitty speeds even on their site now, awesome!) Then came the next issue...

That’s when I asked her, if shaw knew they were going to do an infrastructure upgrade, and their engineers speculated that there may be service interruptions, then why was shaw selling me internet speeds they were incapable of achieving without notifying me, the paying customer? I asked if shaw thought I wouldn’t notice, that I am sheep whose eyes are full of wool? She agreed and apologized for the lack of communication about the issue and the lack of support I was getting. Then she asked me a question, how much would you be willing to pay for your DOCSIS 3 modem that runs like a 56 k? I said 10 bucks a month, she countered with a 50% internet discount, I agreed. So for all of March and April I am only paying $35 bucks for BB100 which is a joke still because it’s actually BB1, but still I appreciate the discount.

So if you have shitty internet, which you do, call shaw and say you want to speak to the supervisor and you want free internet. Don’t waste your time with the support guy. It’s not your router, it’s not your config file in your modem, it’s shaw’s issue. Lastly, she mentioned if the internet isn’t fixed by the end of April, I just have to call in again. And make sure to mention that its bullshit they knew about this and used their own speed test to mask it, that’s shady.

dave778

join:2012-03-24
Vancouver, BC
reply to dave778
I had a few friends over last night & as usual my AppleTV was unable to work due to lack of a decent internet connection. I just got off the phone w those bastards my self (for the 4th time in a month) but this time spoke to a supervisor who said they are in the midst of a network upgrade (note the past 3 times nobody knew anything) & that they are hoping it will be complete by July. ARE U KIDDING ME? IS THIS A BLOODY JOKE? At least when Telus & Bell rip u off they give u what u pay for, even though its waaay overpriced.

loanarranger

join:2012-04-01
reply to dave778
Do you have windows? That could be the problem have you considered using a mac to login to your tools etc or linux? Unix and Linux use a proprietary packet system that is honored globally for bandwidth allocation and windows uses some grep and other packet types that are more uncommon.

Have you considered switching to bell?


gibber2

@shawcable.net
reply to rotohoto



West 41st and maple...one week in.

rotohoto

join:2012-03-31
canada
kudos:1
Well at least we know it's not just some isolated issue.

I called in again today looking for an answer... the first line support guy said that my Moto 6120 "couldn't handle the speed" for the level of service I have... nevermind that it's seemed to handle it just fine for the last number of months... and it still seems to handle it fine as long as I'm using the Shaw speedtest.

I wasn't allowed to talk to a supervisor since he was so sure it was a modem problem, and said that swapping it *will* resolve my problems.

I'm skeptical that it will, but they won't do anything else until I take it down to one of their retail outlets to swap it for a new one... so... I guess that's what I need to do next.




Cows go moo2

@telus.net
reply to dave778
July? And they're hoping people just won't notice? ( No notification, BS internal network speed test, ignorant CSRs)

Somebody should call Olson on Your Side (I don't know the new woman's name. Lol)

dave778

join:2012-03-24
Vancouver, BC
reply to rotohoto
Swapping wont help anything. Half of Vancouver is getting these crapy speeds. They made me change my modem 3 weeks ago & its still the same. I'm getting the same speeds as you.


ShawSean

join:2010-07-16
Vernon, BC
kudos:12
reply to dave778
Hey guys,

I've posted asking this on the first page, can those of you experiencing these speed issues pm me with your account details so i'm able to escalate this further? Also, please link to this thread so I know what to reference.

We're already looking into the issue but the more examples the better.

Cheers.
--
Sean
Twitter - @Shaw_Sean

pynnerz

join:2012-04-02
reply to dave778
Arbutus & 33rd area.

Been having this problem since at least march 24th, and it only seems to be getting worse. Until this, I have always had good speeds (ie: 35-45mbp/s) being on the BB50 package.
One day it was like someone flicked a switch, now I get:
down 0.86 Mb/s up 0.66 Mb/s 77 ms Burnaby, BC

Calling shaw is a joke. The people they employ know eff all about what they are doing, or what's actually going on with the service. How many times does one need to reset their connection before it's clear to the CSR that it ain't my problem. Must be my router, right? lol
So anyways, I did manage to get a tech booked, which is going to take 2.5 weeks, but in the mean time, shaw has offered jackshit in way of explanation nor compensation for their crappy network/hijinx.

I've heard it may be 2 months like this.. And if it's even close to that long, I'm done with shaw.. Companies run this poorly deserve to fail.

I will up date here once the tech comes by to give me his excuse.

Pynnerz

ymok2

join:2012-04-02
reply to dave778
Slow Internet (on extreme...) near Balsam and 41st as well, been like this since last week...


gdub

@shawcable.net
Same problem here... subscribed to broadband 20 and am getting 0.5-1 MBit/s. Bye bye Shaw i just switched to telus. Better speed, cheaper, and stable.

rotohoto

join:2012-03-31
canada
kudos:1
reply to dave778
I realize swapping my modem wasn't going to fix anything, but until I did that I knew I wasn't going to get anywhere going through their phone support.

Took a detour this morning to swap my modem at the Shaw tower. I'm sure it's not the new modems fault, but I'm actually seeing worse results today.




Called back and got a pretty helpful guy this time.

Eventually I extracted from him that my issues are due to the fact I'm on the "Cambie hubsite", which is having serious problems with congestion brought on by upgrades they are doing. His explanation being that as they take down portions to upgrade it, that lowers the overall bandwidth available to the site until it's finished.

He said the upgrades could be done by the end of June... or maybe July... but most certainly by August

I was offered either a $15/month credit for 3 months, or a one time only credit of $60something for this month. I let him know in it's current state I'm really not interested in paying for it at all, but that's the best they could do. Other than that, my options were downgrading to lite speed or something, but I often work from home and a higher upstream makes a lot of the things I do much more pleasant.

I must admit I'm still thoroughly surprised by all this. This goes completely against every experience I've had as a Shaw customer since they took over my area from Rogers in the early 2000s.

So there has either been some very poor planning with regards to how they are going about their upgrades (in terms of both implementation and communication), OR they have a bizarre idea of what's acceptable in terms of delivering service.

I strongly dislike Telus, but faced with paying nearly full price for garbage service over the next 2-5 months (and who knows how much longer? the CSRs still don't have a firm date), or just sucking it up and dealing with the pain in the ass of switching, I think that's an easy choice. I'll be booking a Telus install tomorrow, then I guess if Shaw can't get their shit together before that date comes... that's that.

nate92

join:2012-04-02
reply to dave778



Well, this is just too much to bear. Calling shaw on the phone yielded just more of the same tripe. BB50 getting 0.88 down and 0.69 up and they don't even bother to give an explanation and keep on taking my money. They said it'll clear up from anything between 1 week to multiple weeks. The earliest date for a tech to drop by is April 23rd, which I promptly declined. They also denied that this is a widespread problem. How could they even deny this? These massive slowdowns accompanied by huge packet loss are reported all over BC. Now there are reports of mass internet and HDTV outage from Vancouver to Calgary. What are they going to blame next? My router? Viruses?


XT0RT
S3x, Drugs, War

join:2001-07-28
Edmonton, AB

1 edit
reply to dave778
This is starting to hit Edmonton as well. I am only getting 8 Mbps down on every Speedtest server out there, yet the latency is good.

*Edit*: Placed my order for Telus Turbo last night. You've guys have had plenty of time to get your sh** together, and this is the 6th time in 6 years where the speeds tank in nearly less than a year. I'm done.

dave778

join:2012-03-24
Vancouver, BC
reply to nate92
Main St @ 57th COMPLETELY WITHOUT INTERNET SINCE 7:00 pm. Instead of fixing the 1Mbps problem in my
ood you let it get worse.
Way to go Shaw. I've lost all respect for you as a company & provider. My internet better be back w a vengeance tomorrow at 110Mbps mofo's!!


Stan M

@shawcable.net
reply to dave778



Located in South Van - 69th and Heather. BB50.
Have complained about this issue several times but told by CSR's at Shaw that there are no local network issues and they will send a technician out on April 23!!

Obviously their CSR's do not subscribe to this forum.
FYI the Shaw Speedtest continues to show at least 45 Mbps.


ShawSean

join:2010-07-16
Vernon, BC
kudos:12
reply to dave778
I'm working on it guys, I've escalated the issue we're seeing in Vancouver so the right eyes are on it. I'll post updates as soon as they're made available.

Cheers.
--
Sean
Twitter - @Shaw_Sean

pynnerz

join:2012-04-02
reply to dave778
Update:

I've signed up for Telus (net, fone, hdtv), and I am killing my shaw account. Good riddance.
Shaw has handled this so freaking badly that they don't deserve any of my cash anymore.

Good luck to those who stay with shaw, I've heard this could be going on for months.


Stan M

@shawcable.net
Pynnerz

I am contemplating switching to Telus too. What is it that you have heard that gives you cause to think that this could be going on for months?

Lesaonar

join:2000-07-25
Victoria, BC
reply to pynnerz
Hope you don't have any issues with Telus, since it's far worse getting any form of resolution with them if you have problems. We had to get the BBB involved when we were with them last and all that really did was get us out of our contract.
--
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