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dualsport

@shawcable.net

[BC] Nelson shaw customers overpaying for something they can'tge

If you go to speedtest.net info for Nelson, their data suggests several thousand unique IP addresses used for statistics. Avg speed around 5 Mbps. Why do I pay them for 20, I never see it, apparently no one else does either! Why is Nelson so slow and
the consumer is being ripped OFF! see link below for data.

»www.netindex.com/download/4,19550/Nelson/


kevinds

join:2003-05-01
Calgary, AB
kudos:2

Re: [BC] Nelson shaw customers overpaying for something they can

You are paying for 20, what speed to you normally see?

Do you test throughout the day? Or only between 7-9pm for example?
--
Yes, I am not employed and looking for IT work. Have passport, will travel.



dualsport

@shawcable.net

Let me just say, I finally found something that seems to have jogged Shaw to the problem. Net Index took the speed test results from 8000 individual ip addresses in Nelson for the last month and the average speed was 4.3Mbps. Its not just my connection!... I sent this to shaw, a rep called me, cancelled my house call and stated they see a problem in Nelson and will be in touch and ask me to see how it improves. This is what it takes to get action. The CSR route just is a big circle, reset the modem ad nauseam, etc etc. send a tech to your house...nothing changes I have done it all, finally they see a problem? you too can go to net index for your community, the average for BC is apparently 87% of promised speed, here in Nelson we get about 25%. Its like going to the gas pumps and expecting a fill up but getting 25% for full price and there is nothing you can do about it!


ilianame

join:2002-06-05
Burnaby, BC
kudos:1
Reviews:
·Shaw

said by dualsport :

Its like going to the gas pumps and expecting a fill up but getting 25% for full price and there is nothing you can do about it!

So how many Gigabytes are you short of what you were hoping to get for last month?

The more correct analogy would be:
It's like paying taxes for roads to move at 50km/h and ending up moving 10km/h on average because of the traffic.


dualsport

@shawcable.net

I think you are misunderstanding, its not about gigabytes short its about the instantaneous download speeds, do you remember the early days of dialup internet and how long it took? Well its analagous to that, I pay for 20Megabytes download, I typically only receive 4 Megabytes speed down of much less, so if you are watching a youtube video, it stalls and waits and catches up and quits etc., if I had speed it would play continuously.



dualsport

@shawcable.net
reply to ilianame

thanks for that, yes a far better analogy,



Shaw100

@shawcable.net
reply to dualsport

You seem to be confusing bits with bytes in some of your posts. The highest speed you will ever see is 2.5 MegaBytes per second. Getting 2 MegaBytes per second would be acceptable on the 20mbps plan (80%)

What do you get at »speedtest.shaw.ca ? Make sure to test a few times a day at different times.

Are you connected directly to the modem? Are you using wirelesss or wired? Which modem do you have?

It looks like Nelson hasn't been upgraded at all yet as the fastest speed Shaw offers is 25mbps.

I am on BB100 and I can hit 72mbps on some YouTube videos. On a 20mbps line you will have some delay depending on what you are watching.

I wouldn't count on that NetIndex number being all that accurate overall.


kevinds

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

Thats was going to be my comment to.

For a gas station, you would still be getting a full-tank, but it might take you an hour to fill the tank, because the pump was slow.

Also, the average speed reported on speedtest.net does not take into account the different internet speeds.

Shaw Access for example is just under .5 mbps, averaged with 1 other user getting 20, would have an average of 10, even if the two users got the maximum speed.

For a very long time, most Shaw customers had the High Speed, 5 and then 7.5 when it was upgraded.

Not saying Nelson doesn't have a speed issue, but you are not presenting enough information to say that the entire City is.

11,000 people should have a few nodes, not just one, so without more data, we can not say either way, if every node is slow, or just a couple of them (maybe only one)
--
Yes, I am not employed and looking for IT work. Have passport, will travel.


balur

join:2010-04-28
kudos:1
reply to dualsport

First things first, you should get your terminology in line. You've said megabytes a few times, What you are paying for is MegaBITS.

20Megabits = 2.44Megabytes.

Next I'd suggest thinking of Internet access like a road system, as ilianame suggested. Your paying for a freeway to your home with a speed limit of 20mbits. There may be congestion on that freeway which will slow you down, and once you leave that freeway and go onto a different road system (the servers Internet connection) it might slow down.

Finally you keep saying what the average for your city is, which is meaningless. They might be paying for dial up (its still around), or 1.5mbit connections, which is going to skew the average. What you need to be concerned with is your connection. You haven't actually given any stats about your connection.

Please use an actual speed test to check this »speedtest.shaw.ca/ would be your best bet since thats between you and shaw, without getting the outside world into effect.

Test this at multiple times during the day, and feel free to post them so people can analyze.



dualsport

@shawcable.net
reply to kevinds

sound like shaw employees supporting my slow speeds as normal?

explain this to me, apples and apples I think I am using.

I have done numerous tests using speedtest.net or Shaw speed test.

I mean tests at random 24/7 3am 2pm you name it. even shaws CSR's have sent me to speedtest.net, trying to get me some numbers. These numbers are all I have, although there seems to be those who wish to deny these and suggest they don't count and are not accurate. They must have some validity! My speed tests this past day with either shaw speed test or speedtest.net is showing variations obviously but they are quadrupled from all my months beforehand, when I would see .8 1.4 4 etc etc, now I see 8.9 11.7 16.8 14.8 regularly on both, I will let you know in a month. Do you deny net index results from 8000 unique ip addresses in Nelson averaging 4.2 or so download speeds when we should all be shaw customers of their 10 and up packages. I had a problem, shaw fixed it, are they doing this knowingly? I have to believe they are fiddling with me, I think there is a network piece of equipment in my neighborhood they throttled up because of my complaints allowing me some speeds I now see on speed tests, or can they just give me a burst when they see me going to a speed test site? I think the subject is simple, Nelson is underserved now matter how you measure it, I know it, most others don't know and probably don't care.


ilianame

join:2002-06-05
Burnaby, BC
kudos:1
Reviews:
·Shaw

Dualsport,

Forgive the side-strafing,
to be honest we all understand your problem,
forgoing the analogies and the bits vs bytes,
I'm sure you're actually getting 4.5Mbit vs expected 20Mbit.

This story is as old as Shaw,
and really beside the perpetual CSR-Support-TechnicianToHouse-Repeat, you've already went beyond by submitting the averages for your town.

So to acknowledge your concern:
YES, Shaw continually collects service fees for service that they advertise to have a certain amount of speed per second, yet in reality the service delivered is not up to advertised speeds.

NO, they do not proactively offer refunds, nor do they monitor each individual account for the performance.

YES, it is outrageous and deceptive.
NO, you are not the only one.
NO, this is not new.

YES, Shaw has given refunds and prorated adjustments on per-case basis.

The whole situation is location-specific, and in the end, you have to consider what is available to you locally, and if 4.51Mbits is the highest speed offered in Nelson (by Shaw), then that is what you will get. It is your responsibility to adjust your Internet plans according to the area - and NO it's not supposed to be - but it is what it is



andyboy13

@shawcable.net
reply to dualsport

Man, that really sucks... I'm on the other side of the border in Jasper, AB and speeds are finally good. That being said, it took shaw years to get the same issues you are having fixed, but now I have bb50 in jasper and at this time (7:15pm) I'm getting 41 down, that's about the slowest I have ever seen this connection. Most of the time I'll see 5.5MB/s to 6MB/s download speeds so closer to 50! Hope they fix it soon for ya!


ilianame

join:2002-06-05
Burnaby, BC
kudos:1
Reviews:
·Shaw
reply to dualsport

Also, some grain of salt on the SpeedTest statistics:

We have 8,585 users total, averaging 4.28Mbits each.
Let's hypothetically assume the spread between DSL users and Shaw
is 50/50, and let's hypothetically assume that the DSL users are
getting the 100% of their advertised 1.5Mbits on each test (fat chance)
Then we have 4,292 users getting 1.5Mbit everytime, which leaves us
Another 4,292 users getting no less than 7.06Mbits every speedtest

It sure isn't 20Mbit, but is very close to 80% of 10Mbit


ravenchilde

join:2011-04-01
kudos:2
reply to andyboy13

said by andyboy13 :

Man, that really sucks... I'm on the other side of the border in Jasper, AB and speeds are finally good. That being said, it took shaw years to get the same issues you are having fixed, but now I have bb50 in jasper and at this time (7:15pm) I'm getting 41 down, that's about the slowest I have ever seen this connection. Most of the time I'll see 5.5MB/s to 6MB/s download speeds so closer to 50! Hope they fix it soon for ya!

Really glad to hear that.


Sandiy

@shawcable.net
reply to dualsport

I don't doubt his claims either about slow speeds. I hate people posting over and over the same dribble of useless information.

Maybe he could get better results if we knew how he is setup. Modem, router, wired, wireless he has been asked a few times...


ravenchilde

join:2011-04-01
kudos:2

said by Sandiy :

I hate people posting over and over the same dribble of useless information.

I think we all get bothered by it, but we also should sympathize with his situation. If you are on this forum, you clearly love your "series of tubes".


Sandiy

@shawcable.net
reply to dualsport

I do sympathize with the issue as I have had issues like that myself.

Posting how he is setup could have possibly solved this issue versus making multiple posts etc.


balur

join:2010-04-28
kudos:1

Clearly there is an issue, but there is a difference between having an issue and looking for help solving it, and having an issue and looking to blame someone for it.

Expand your moderator at work


Shaw_Alex
Official Shaw Rep

join:2010-12-16
kudos:1

1 recommendation

reply to dualsport

Re: [BC] Nelson shaw customers overpaying for something they can

Hi everyone,
I wanted to jump in and provide a bit of information regarding the slow speeds issue in the Nelson area.

For those of you who don't know who I am, my name is Alex and I’ve been part of the Shaw Social Media team for a few years now. I've posted here in the past, but my main focus is on Facebook and Twitter. I work closely with Sean and with the launch of our own community, he's asked me to help out with the Shaw questions on DSLR.

We are in the final stages of bringing fibre from Calgary that will not only alleviate the saturation customers are experiencing but also provide our customers with all of next level services we’re able to offer in other regions.

We estimate this new connection will be available as early as mid December 2012, and worst case scenario by mid February. I’ll be sure to provide some updates as we enter December on how things are coming along.

We appreciate the patience of our customers who are currently experiencing degraded internet speeds, and we look forward to a resolution.
-Shaw_Alex



Mister M

join:2010-05-01
Vancouver, BC
reply to dualsport

said by dualsport :

...Why do I pay them for 20, I never see it,...

Why don't you ask yourself that very question?

Are you purchasing this level of service under duress from someone at Shaw? Is this the lowest tier of service available? Does Telus not provide internet service at your residence?

oven

join:2012-11-07
Nelson, BC
reply to Shaw_Alex

I'm interested in a comment you made on in your post:
"We are in the final stages of bringing fibre from Calgary that will not only alleviate the saturation customers are experiencing but also provide our customers with all of next level services we’re able to offer in other regions."

Does this mean Shaw will be offering packages such as Broadband 250 here upon completion, "worst case scenario by mid February"? High upload speeds are something Telus lacks in this area.



Shaw_Alex
Official Shaw Rep

join:2010-12-16
kudos:1

I don't know when Broadband 250 will be available, but it is absolutely part of the plan with this new fibre line.
Step 1 is solving the existing problems.
-Alex



Fred

@shawcable.net

Will this also affect Castlegar? I have been wanting to get Shaw phone but it's not available.


ctylor

join:2006-03-15
Nelson, BC
Reviews:
·voip.ms
·TELUS
·WIND Mobile
reply to dualsport

Dec 8th, and still ungodly slow. How's progress, Shaw Alex?

8:45pm test, Saturday evening, on a Shaw 20 plan (20Mbps plan):

»speedtest.shaw.ca/

276ms ping
0.82 Mbps Download
0.17 Mbps Upload


ctylor

join:2006-03-15
Nelson, BC

Now it is Saturday afternoon (12:05pm) on Dec 15th in Nelson on Shaw 20, and I get:

ping 48ms
download 4.71 Mbps
upload 0.42 Mbps

Improved but obviously the upgrade is still not in effect.



BB250

@shawcable.net
reply to dualsport

I sure hope you are getting credits. When my BB250 could never break 130mbps I was credited every month untill it was fixed.

Just gotta call and keep them tied up on the phone, works well



brodie

@shawcable.net

Nope, i was getting a discounted rate but they took that off the account several months ago.

Internet is useless, basic web pages take minutes to load at peak times.

If telus was available here i would have been gone years ago, this completely unacceptable...

My telus at the other house gets OVER what i pay for no matter what time of day.


urbancabin

join:2013-01-17
Nelson, BC

I have been dealing with slow internet speeds from Shaw as well.
I've had them come out and check everything from the pole in...the technicians tell me its all good, and that there is a major over saturation problem in the area.
Here is the real problem though: Shaw knows all about this, all the way up the chain, to senior management.(I've spoken to a number of managers) They know they cannot deliver anywhere close to 25 MBPS - BUT they are happy to keep charging consumers as if they are getting those speeds, they are also apparently happy to sign up new customers to high speed packages, hence the saturation problem.
I use Shaw Speedtest at various times during the day, wired (not wireless) and see speeds that would probably average between 1-5 mbps.(I'm PAYING for 25 MBPS) Evenings and weekends are hopeless. Using AppleTV to download a movie? Hopeless.

I really feel ripped off. I'd love to hear from others in the area that are aware of this....please email me directly : urbancabin(at) gmail.com . I have some interesting info to share.



Mister M

join:2010-05-01
Vancouver, BC

said by urbancabin:

...I use Shaw Speedtest at various times during the day, wired (not wireless) and see speeds that would probably average between 1-5 mbps.(I'm PAYING for 25 MBPS)

Who's the fool?