Topic 'Re: [BC] Nelson shaw customers overpaying for something they can' in forum 'Shaw' - dslreports.com

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

Tue, 30 Apr 2013 19:40:17 EDT

Shaw_Alex posted : Update for April 30th:

We are continuing to work on issues around slow internet speed that is still impacting customers in the Nelson and Trail area.

The work I had mentioned previously has been completed, and many customers are no longer experiencing speed issues. Some areas however continue to experience low speeds, especially during peek hours and we are working every day to fix this.

I won't have any further timelines as the next steps are localized upgrades to specific areas.

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

Tue, 30 Apr 2013 17:31:19 EDT

anon posted : 30th April 12:25 (non-peak time) and my latest set of tests are again abysmal:

down: 0.37 - up 1.35

shaw has been promising that this issue has been resolved, well sorry shaw are again unable to be honest to their customers. :(

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

Thu, 25 Apr 2013 22:56:38 EDT

anon posted : Same thing here, completely useless after 4pm, most sites timeout...

And they have the nerve to take the discount(for abymsal speeds) off the account, even though nothing has changed, and in fact has gotten worse.

Years and years of "oh it will be fixed in a month" or "it's your routers fault" when i'm wired directly...
If i could get telus here i would have left years ago...

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

Wed, 24 Apr 2013 05:21:57 EDT

oven posted : An update would be nice. It's one month past the "target date" again, and my ping is 212ms to Google on a Wednesday at 2am. Download bandwidth is still terrible - 0.36mbps. It's really depressing when prices have increased by ~$5 for this.

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

Mon, 25 Mar 2013 22:52:49 EDT

NutFlush posted : Well I would like to know some answers. I understand that a new cable was laid under Kootney Lake and brought to Nelson , which will increase our band widths as you say.

Thing is I live on the North Shore and the cables are coming from Balfour is my understanding. Im on the highway a few miles outside Nelson, and the Nodes here are not congested, so I should be getting the speeds you are talking about. It is April 2013 And nothing has changed in three years. and Shaw has been saying the same thing for three years to me. `Yes your problems will be fixed in two weeks``

Well they are not and if i knew how to copy paste Shaw speed tests I can prove it. Shaw throttles our network at certain times of the day so they do not over load NODES.

Unfortunately I still can not play video games from 4 till 12 every day. As my ping goes from 29 to 230 in a matter of an hour every day. And goes back down again same time every day.

Very frustrating as ive been told the same thing for three years. Please tell me when we get high speed internet. As Im not believing this hype train again by shaw. I followed this thread patiently for a long time before I posted but now im speaking up cause my speeds havent changed in three years.

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

Mon, 25 Mar 2013 20:48:19 EDT

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

Wed, 27 Feb 2013 13:26:15 EDT

Shaw_Alex posted : Update:

Fibre upgrades are occurring and we are about 3-4 weeks away from it going live. Once this happens, all speed related issues will be resolved.

Also Digital Network upgrades should happen around June, so there will be further service enhancements then too.

I apologize for the delay and i'll continue to update this thread as I receive information.

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

Mon, 25 Feb 2013 15:30:45 EDT

anon posted : Any news from this meeting?

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

Wed, 13 Feb 2013 16:48:52 EDT

Shaw_Alex posted : Hi everyone,
Sorry for the delay.

The latest news is they are almost done the connections and the target date is Late February.

I have a meeting next week to get another update so i'll post again soon.

Cheers,

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

Tue, 12 Feb 2013 23:05:15 EDT

anon posted : Ok sorry. Maybe I read a tone into it that wasn't intended. Apologies.
Frustrated these days.

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

Tue, 12 Feb 2013 07:34:56 EDT

anon posted : hey

i'm just trying to help, anyway if my post upsets u in some way, I apologize. if you want some good points, just ask other OP'S.

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

Tue, 12 Feb 2013 06:22:07 EDT

anon posted : I would happily consider switching to Telus if they were taking any more clients in my area, but they are not. Shaw is the ONLY option we have and they promised that it would be fixed this month at the latest. But hey thanks for your condescending and unhelpful reply.

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

Sun, 10 Feb 2013 14:58:36 EDT

anon posted : Sasktel will never get bought out cause they crown corp. government buys them out THEN maybe yeah. Let me tell you one thing once infinet get out to everywhere and speeds will be way over what Shaw offers. Shaw will have alot to say bout their lousy service.

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

Sun, 10 Feb 2013 12:44:49 EDT

anon posted : Telus is even worse in Nelson, more expensive less speed offered. I'd be more worried about Sasktel organizing a financial meeting same time RIM organized a BB one plus Sasktel has no money left, stalled upgrades, behind in firmware updates. Someone needs to buy them up to fix them.

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

Sun, 10 Feb 2013 07:53:29 EDT

anon posted : RDeanna

Switch to telus if you can't put it up with this slow speeds, Shaw will never fix anything. they too cheap with their money, all they care bout their shareholders, you know that their stocks went up like mad for the last few months, it was 20.00 or so and now it is 23.66.

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

Sun, 10 Feb 2013 06:52:52 EDT

anon posted : Internet has been exceptionally slow the last couple days. Is shaw actually fixing this problem or just leading us on? How long do we put up with this?

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

Mon, 04 Feb 2013 00:33:02 EDT

dvo posted : It's been like that since September. You could actually see the capacity issues on a traceroute start at around 2~ PM when kids got home from school until just after midnight. 20~ ms to Kelowna becomes over 100 ms.

1 * * * [-]
2 13 ms 10 ms 9 ms [70.77.220.1]
3 130 ms 123 ms 128 ms rd1ht-tge1-2-8.ok.shawcable.net [64.59.173.162]
4 162 ms 132 ms 143 ms rd2ht-tge2-1.ok.shawcable.net [66.163.72.162]
5 149 ms 144 ms 160 ms [66.163.76.50]
6 147 ms 144 ms 145 ms [66.163.78.122]
7 * * 151 ms [66.163.68.85]
8 142 ms 140 ms 144 ms seattleix.xe-4-1-0.cr1.sea1.us.nlayer.net [206.81.80.218]

The xmas break made it a lot worse and as of now, at least in Genelle, shit goes down hill at 10~ AM. I'm sitting here downloading a PDF at 10 Kbps. Exciting!

I sent Shaw_Alex a PM last week asking for an update. I was told he'd update this thread. Nothing yet!

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

Sat, 02 Feb 2013 23:19:07 EDT

webweaver999 posted : Anyone else have such indredibly poor download speed tonight?

»www.speedtest.net/result/2482266791.png

Nelson Shaw ~ who's paying for Broadband 50 and happy?

Thu, 31 Jan 2013 15:36:57 EDT

webweaver999 posted : Just out of curiosity... anyone?

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

Mon, 28 Jan 2013 02:52:10 EDT

webweaver999 posted : I switched from Telus to Shaw on Dec. 10th. Of course when I initially received the service @2 pm on a weekday my speed was an impressive 18Mbps. It's been all downhill from there and the screenshots in my Speedtests folder are piling up daily. I want proof for Shaw so yes I do speedtests at any given hour of the day as I work from home so access is an absolute MUST. Here's a snapshot of a few of my results and yes, I'm wired right in, NOT wireless:

Dec.10 ~ 2:10pm ~ 18.15 Mbps
Dec. 29 ~ 12:39am ~ 2.34 Mbps
Jan. 3 ~ 5:51pm ~ 7.96 Mbps
Jan. 9 ~ 11.25pm ~ 7.48 Mbps
Jan. 12 ~ 2:39pm ~ 2.63 Mbps
Jan. 13 ~ 12:18pm ~ 1.03 Mbps
Jan. 13 ~ 6:53pm ~ 0.40 Mbps
Jan. 14 ~ 1:54pm ~ 17.39 Mbps
Jan. 14 ~ 9:00pm ~ 0.34 Mbps
Jan. 17 ~ 11:47pm ~ 18.85 Mbps
Jan. 19 ~ 2:13pm ~ 6.41 Mbps
Jan. 19 ~ 4:35pm ~ 0.59 Mbps
Jan. 20 ~ 3:51am ~ 4.17 Mbps
Jan. 23 ~ 10:01am ~ 4.84 Mbps
Jan. 23 ~ 1:44pm ~ 13.64 Mbps
Jan. 23 ~ 1:55pm ~ 1.77 Mbps
Jan. 27 ~ 12:37am ~ 0.74 Mbps
Jan. 27 ~ 9:12pm ~ 0.17 Mbps

If all of you worked from home and depended on this service for a living like I do, what would you do? I can definitely count on one hand the number of times my speed has been in the double digits! I'm getting pretty livid.

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

Thu, 17 Jan 2013 19:49:11 EDT

Mister M posted :

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?

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

Thu, 17 Jan 2013 18:32:33 EDT

urbancabin posted : 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.

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

Sun, 16 Dec 2012 03:41:02 EDT

anon posted : 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.

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

Sun, 16 Dec 2012 01:24:17 EDT

anon posted : 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 :D

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

Sat, 15 Dec 2012 15:09:27 EDT

ctylor posted : 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.

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

Sat, 08 Dec 2012 23:50:19 EDT

ctylor posted : 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

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

Tue, 13 Nov 2012 11:00:35 EDT

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

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

Wed, 07 Nov 2012 16:27:16 EDT

Shaw_Alex posted : 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

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

Wed, 07 Nov 2012 16:15:13 EDT

oven posted : 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.

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

Mon, 05 Nov 2012 22:08:20 EDT

Mister M posted :

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?

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

Mon, 05 Nov 2012 12:52:05 EDT

Shaw_Alex posted : 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

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

Fri, 02 Nov 2012 22:02:56 EDT

balur posted : 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.

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

Fri, 02 Nov 2012 19:08:03 EDT

anon posted : 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.

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

Fri, 02 Nov 2012 18:32:54 EDT

ravenchilde posted :

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".

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

Tue, 30 Oct 2012 06:56:04 EDT

anon posted : 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...

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

Mon, 29 Oct 2012 23:30:02 EDT

ravenchilde posted :

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. :)

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

Mon, 29 Oct 2012 23:25:39 EDT

ilianame posted : 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 :)

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

Mon, 29 Oct 2012 21:20:02 EDT

anon posted : 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!

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

Mon, 29 Oct 2012 21:03:07 EDT

ilianame posted : 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 :(

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

Mon, 29 Oct 2012 19:31:09 EDT

anon posted : 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.

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

Mon, 29 Oct 2012 18:22:31 EDT

balur posted : 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.

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

Mon, 29 Oct 2012 16:49:12 EDT

kevinds posted : 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.

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

Mon, 29 Oct 2012 16:33:58 EDT

anon posted : 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.

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

Mon, 29 Oct 2012 16:14:57 EDT

anon posted : thanks for that, yes a far better analogy,

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

Mon, 29 Oct 2012 15:28:19 EDT

anon posted : 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.

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

Mon, 29 Oct 2012 14:50:55 EDT

ilianame posted :

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.

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

Mon, 29 Oct 2012 12:21:53 EDT

anon posted : 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!

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

Sun, 28 Oct 2012 20:24:17 EDT

kevinds posted : 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.