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Karyudo

join:2011-03-01

Shaw Almost Unusable!

I'm in the West End of New Westminster (between Kingsway and Griffiths, and between 10th and 8th), and my Internet service is so intermittent, it's practically unusable. For example, every few minutes, I lose the connection to the 'Net, which persists for a few minutes. Totally random. Totally crap.

Shaw says the node I'm on is at 100.3% capacity. I think pretty much during all waking hours, every day this week. Apparently there will be a chassis upgrade (I don't know what that is) at the head end (don't know where that is) during mid-June; until then my area's screwed.

Anybody else experiencing this? Has anybody heard more detail as to exactly what's up, and what's likely to change? Because this is pretty terrible.

kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3
Reviews:
·Shaw
Curious, because there may be something else going on... When your connection goes down, have the lights changed on your modem?

Otherwise it sounds like they need to do some node-splits but there are no more fiber ports (all used) to connect the nodes to
--
Yes, I am not employed and looking for IT work. Have passport, will travel.

Karyudo

join:2011-03-01
My modem's downstairs, in the dark, creepy basement. And I couldn't tell you what the lights looked like before, anyway.

Shaw says the modem's been up for six days straight -- which is probably true. However, every three minutes, there's a three-minute outage.

Apparently something's coming in mid-June that may (may!) address this issue, but I might have to bail for Telus sooner than that. Then again, Telus' max speed in this area is a whopping 6 Mb/sec, so maybe not.

Geez, duopolies suck.

kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3
Yeah, 3 minutes on, 3 minutes off, doesn't sound like a congestion issue, that sounds like a signal issue, that is why I asked
--
Yes, I am not employed and looking for IT work. Have passport, will travel.

Karyudo

join:2011-03-01
Could you elaborate? I'd be interested to understand more about how the equipment works, and what the issues might be.

I'm an engineer and highly-interested amateur, but I know I'm generally getting my information from Shaw tech people through a Shaw intermediary (the person actually on the phone) who are likely not that well-versed in the tech, and who paraphrase. That person tells me "the node is at 100.3% saturation," I believe them. But I don't know how that affects my experience, really.

I want to hold Shaw's feet to the fire when I can, but I also want to be accurate and fair about it. You can't say, "You gave me a virus!!" to even a CSR and expect to be taken seriously....


The E
Please allow me to retort
Premium
join:2002-05-26
Burnaby, BC
Reviews:
·Shaw
If you have a three minute outage every three minutes, your service would be perpetually out.... But I digress.
Are you connected to a router ? This sounds exactly like a flaky router issue.
--
"All opinions stated by me are solely my views and do not reflect the views of my employer, this site, or even myself depending on my level of sanity at the moment"


The E
Please allow me to retort
Premium
join:2002-05-26
Burnaby, BC
Reviews:
·Shaw
reply to Karyudo
Node saturation shouldn't lead to micro outages, if would cause slow speeds.
As kevinds said, sounds like a signal issue.

Has a tech come out to check on your service?
--
"All opinions stated by me are solely my views and do not reflect the views of my employer, this site, or even myself depending on my level of sanity at the moment"

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

2 edits
reply to Karyudo
Node saturation means all available bandwidth available to your node (area) is at capacity, so you'll get slower speeds than you should, but wouldn't disconnect you.

A signal issue, would cause the modem to loose it's connection to Shaw, requiring it to re-search for the correct channels, and then reconnect, lasting a few minutes, before it resets and starts over.

If the lights change on your modem, connected vs down, this would be one symptom that points to a signal issue
--
Yes, I am not employed and looking for IT work. Have passport, will travel.


rustydusty

join:2009-09-29
Red Deer, AB
reply to Karyudo
Check the modem when it drops, report back to us with the lights.

Marcer
Premium,VIP
join:2007-07-08
Hamilton, ON
kudos:13
reply to kevinds
said by kevinds:

Node saturation means all available bandwidth available to your node (area) is at capacity, so you'll get slower speeds than you should, but wouldn't disconnect you.

Depending on the level of saturation, the CMTS can in-fact become loaded to the point where station maintenance becomes problematic due to a lack up upstream slot availability... Initial investigation to this would be for the OP to access their modem (typically located at 192.168.100.1) to determine the errors stored within the unit's logs (if accessible). Station Maintenance failures will result in "disconnections" once the T4 timer has been exceeded.

corbin

join:2013-09-13
It sounds to me like you are on Wifi? I'd suggest that you're having Wifi connectivity issues?

To learn about DOCSIS (the technology behind cable broadband service), Ars Technica has written a great article:

»arstechnica.com/business/2011/05···-access/

This will teach you terms like Head End. When the folks say Chassis, they are referring to a Cable Modem Termination System (CMTS).

said by Marcer:

Initial investigation to this would be for the OP to access their modem (typically located at 192.168.100.1) to determine the errors stored within the unit's logs (if accessible)

This page is not accessible on Shaw modems.

I'd suggest opening a thread on community.shaw.ca so one of the mods can have a look.

Karyudo

join:2011-03-01
I'm trying to keep up, but the response has been great and I'm falling behind!

Some point-form answers:

%u2022 Nope, not on WiFi. Gigabit ethernet over CAT6.
%u2022 Nope, no tech has come out.
%u2022 I haven't timed it, but it's about three minutes on, three minutes off, lather, rinse, repeat.
%u2022 I checked the lights on the modem: exactly NO change in the lights between working and not.
%u2022 Haven't tried accessing the modem -- although it sounds like I wouldn't be successful, anyway. I don't know what the Shaw Tech folks are doing in the background, while the CSR puts me on hold.
%u2022 Shaw says it's their problem, backed up by some refundage, so I don't have any reason to believe my end is at all responsible for the problem. Do I?
%u2022 I'll check out the Ars Technica article. Thanks!
%u2022 Luckily, I have a Mobilicity unlimited data plan running on a Nexus 5, plus a couple of WiFi USB sticks, so I'm able to bypass Shaw for non-downloading Internet use.


20424689

join:2014-04-08
reply to corbin
id suggest someone fire dumbass in shaw who decided it was cool to lock people out from being able to check your own power levels and change your own mac address (something you can do bridged with your own pc our router easy) almost every router in the world has the option to change mac. and almost every modem in the world has the option to view power levels

shaw locks people out

sense made = 0

biz 50 used to be 50/5. now its 50/3

excuse me while i go killmyself

if ANYONE can explain to me any reasons why locking users out from seeing there own power levels makes sense i will give them a cookie. if people can get the levels read of to them by calling into tech support anyway. good job wasting your own employee's time shaw.

same goes for the mac adress thing. people who are bridged can do it? why can't people who want to use shaw all in one modem have the option?

kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3
Reviews:
·Shaw
Because then people will complain, and start reporting that their signal level changed, and want Shaw to fix it, people are afraid of negative numbers for example, but Rx +6 vs -6 makes no difference

So it is to prevent calls from people reporting their signal is slightly off what it should be, and wanting Shaw to fix it.

And the Shaw employees aren't supposed to tell you what your signal levels are, believe the term prosperity data is used for it
--
Yes, I am not employed and looking for IT work. Have passport, will travel.


20424689

join:2014-04-08
well that would be shaws fault for hiring undertrained phone support that arent smart enough to simply explain it doesnt make a difference.

if shaw retentions are so good at not budging, why should it be so much harder for tech support.

if peoples levels are off. then shaw should fix them. and id bet over 50% of customers are worse then -6 -> +6

kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3
-6 and +6, there is still nothing wrong though.

The people who set Shaw's standards say -10 to +10 is good/acceptable
--
Yes, I am not employed and looking for IT work. Have passport, will travel.

Marcer
Premium,VIP
join:2007-07-08
Hamilton, ON
kudos:13

1 edit
reply to Karyudo
said by kevinds:

Because then people will complain, and start reporting that their signal level changed, and want Shaw to fix it, people are afraid of negative numbers for example, but Rx +6 vs -6 makes no difference

So it is to prevent calls from people reporting their signal is slightly off what it should be, and wanting Shaw to fix it.

Um... wow... just... wow.

To counterpoint... there's an equal chance that there are customers who call in to report performance issues that they perceive to be RF/Signal related. Those customers would avoid calling were they able to access diagnostics and confirm levels themselves, and increase the likely hood that they would investigate their internal network further before picking up the phone and calling in.

said by corbin:

This will teach you terms like Head End. When the folks say Chassis, they are referring to a Cable Modem Termination System (CMTS).

That's a bit of an oversimplification... Head End "chassis" in the DOCSIS 3.0/HFC world could be referring to: CMTS, EdgeQAM(s), RF combining gear, and/or Forward Optical/DWDM gear, all of which can be/are involved in node split.

kevinds
Premium
join:2003-05-01
Calgary, AB
kudos:3
Reviews:
·Shaw
increase the likely hood that they would investigate their internal network further before picking up the phone and calling in.

-I don't disagree, but I believe that is Shaw's stance...

This will teach you terms like Head End
-This wasn't my quote.
--
Yes, I am not employed and looking for IT work. Have passport, will travel.

Marcer
Premium,VIP
join:2007-07-08
Hamilton, ON
kudos:13
said by kevinds:

This will teach you terms like Head End
-This wasn't my quote.

Right you are... that's what I get for copy/pasta without correcting. Edited and fixed, and My apologies.

corbin

join:2013-09-13
reply to Karyudo
I still think OP should post on Shaw community, tell the mods I sent you, and I'll have a look on a coffee break, see what I can't see on the modem/CMTS for you.


20424689

join:2014-04-08
shaw community is useless its run by mods who are looking out for the company

shaw community = awful

i usually laugh alot when i read posts on there. the mods are trained worse then half the phone tech support staff.

people report congestion and problems like this on a regular basis. shaw community employee's are nothing but stubborn and almost never admit its shaws fault. even if your first hop time is like 90ms but not 100. they'll say

"anything below 100 is acceptable" lmfao

Karyudo

join:2011-03-01
reply to corbin
said by corbin:

I still think OP should post on Shaw community, tell the mods I sent you

Done! »community.shaw.ca/thread/14318


bkt

join:2014-06-07
Canada
reply to Karyudo
Did you ask them where the congestion is? Was it 40mhz or 100mhz and above and what type of modem do you have? Do you have 2 or 4 or 6 channels. And as well I might help more if you let me know if its the plastic DLINK or motorolla modem. If its a hybrid I might know a guy that knows a guy that can get you some manuels or something.