peateargriffin
@shawcable.net | reply to Gillyy
Re: [AB] Is it me or is it Shaw?
Also, do the lights on the modem stay solid, or do they go out when the connection drops? |
|
Gillyy
@ab.ca
| I never found them unwilling to send a tech out either . . .
Anyway, we harassed them into giving us a new modem. We hooked it up last night and while the upload speed is still 1/10 of the download speed, we are still staying on line. So, assuming it continues to stay on line, I guess we're as good as we're going to get!
Thanks for the input, all! |
|
Peateargriffin
@shawcable.net | Good to hear. Just an FYI though, your upload is always going to be about 1/10 of the download. Your package is probably the 7.5 down and 0.5 up deal. |
|
gillyy
@ab.ca
| Well, the new modem seemed to work for a few days, but now the same problem seems to be back. Always seem to go off line between 6-9 pm or so. Starts with a few time outs while pinging Yahoo followed by a complete collapse.
Shaw's latest suggestion is that it might be a low power issue. They are going to send a tech out in a couple of weeks to see if they can figure out the problem. |
|
shawtech4life
@shawcable.net
| This issue is most likely that there are too many users on your node in the evenings. too much bandwidth gets sucked up and your connection slows right down or even stops. This is very typical of a node that is overloaded. everyone comes home and is online for 6-9 then as they shut off the connections drop to a manageable level and you are fine again.
the problem is that a service tech will be out during the day, when the users are low and find nothing. and shaw does not offer evening service calls. You probably got an inexperienced tech on the phone. call back in the evening ans ask them to check the number of users online. they can add this to the tech notes. get some of your neighbours to call in as well and ask them to do the same thing.
Once the service techs can see that the number of users is going over the limit in the evenings they can request the node to be split to bring it back in line with what it should be.
This is VERY typical of an node that is assigned too many uses. However shaw will not fix it until it starts to generate several service calls, and they see that the cost of the service calls is more than splitting the node. typical they wait till is starts affecting users throughout the day before they split it.
so... talk to your neighbours and start asking for service calls. |
|
Onetwo
join:2009-04-14
Medicine Hat, AB
4 edits | I dont have my internet stopping but my internet connection really slows down around those times.
One tech guy even told me the node is nearly at max capacity. I think he said it can handle 38mbps, and my node was at 35mbps.
The service guy claimed they are aware of the issue and working on it.
Another guy over the phone said they cant see anything wrong, and shaw wont split the node unless they have to and that can take some time.
I have pretty much just given up and left it as is, until telus offers turbo in my area, I already spoke to some telus guys and im at a great distance for the turbo all that needs to happen is my telus service area needs to be upgraded.
I just cant deal with paying a premium for better speeds when between 5-9 i get regular speeds. I need something more stable. And or shaw to care more about customers, but its a money thing with them, and one of the guys over the phone even blatantly told me that, he said its going to take alot for them to split that node just because im getting lower speeds evenings. His solution was if I dont find it worth my while I should drop to a lower plan. |
|
Gillyy
@ab.ca
| reply to shawtech4life
The overloaded node sounds quite like a quite promising answer. Our internet connection has been out almost every night from six to nine for the last four weeks or so. Shaw has finally agreed to send a technician out this Friday, so we'll see what he has to say. |
|
Gillyy
join:2009-06-30
| Finally looks like we will have to go with Telus.
After over a month of losing our internet almost every night between 6-9 pm I'm not sure what else can be done. We've been on the phoine most every night with Shaw, had two technicians out (but in the afternoon when everything works), and replaced the router and modem and even boosted the signal. Still goes out at around 6 pm.
Shaw insists the node is not overloaded and that the problem is at our end. Their last suggestion was to replace the network cards in all three of our computers.
Hope things work better with Telus. |
|
Lesaonar
join:2000-07-25
Victoria, BC
 ·Shaw
| said by Gillyy  :Hope things work better with Telus. If you have to go DSL don't bother with Telus. TekSavvy>all
»www.teksavvy.com/en/index.asp |
|
Xtort
join:2001-07-28
Edmonton, AB
| said by Lesaonar :said by Gillyy :Hope things work better with Telus. If you have to go DSL don't bother with Telus. TekSavvy>all » www.teksavvy.com/en/index.asp That's a matter of opinion. I've been with Telus for over year and have had no issues with their service or billing.
--
Asus P5Q-E / Q9450 @ 3.6 / 4GB OCZ Reaper HPC 8500 / XFX 9800 GX2 / Vista Ultimate x64 SP1 |
|
slam5
Premium
join:2003-01-10
Vancouver, BC
| Telus... I hate to give you the bad news, their network by definition is 1/3 the bandwidth of Shaw. And their support is bad.. they out source it to phillipines and I can understand them. I have no idea what your problem is but I don't think you will be very happy with Telus' service. I think Shaw is working on the problem but they can't admit it due to liability issues. try to get them to give you some $$ back. |
|
Lesaonar
join:2000-07-25
Victoria, BC
·Shaw
| reply to Xtort
said by Xtort :That's a matter of opinion. I've been with Telus for over year and have had no issues with their service or billing. That's why Telus has a crap rating here, because their service and support is so stellar. Try fooling someone who hasn't dealt with their crap support even prior to them outsourcing it. Fanboi's, gotta hate em. |
|
Xtort
join:2001-07-28
Edmonton, AB
1 edit | For your information Mr. Ignorant, I have both providers in my home and have used Shaw for the past 7 years. The main reason for using both providers is because both and I and one of my roommates consume a lot of bandwidth. A single 15 Mbit connection is not enough for both of us.
On the average number of support calls I had made to either provider , it has been 10 to 1 for Shaw vs Telus. Though Shaw's support is located where I live, I have found Telus to be much faster to solve infrastructure problems. Therefore, I don't need to call them as much.
Now let's see if you can be more constructive within this thread.
--
Asus P5Q-E / Q9450 @ 3.6 / 4GB OCZ Reaper HPC 8500 / XFX 9800 GX2 / Vista Ultimate x64 SP1 |
|
Lesaonar
join:2000-07-25
Victoria, BC
·Shaw
| The only non-constructive I've made in this thread was my last response to you. I used Telus for 3yrs not once did they ever follow through with a single report I made regarding issues like regular drop offs, insane packet loss (10-30%), unresponsive email servers and completely useless support. And the above is a drop in the bucket compared to what others deal with. And their rating here supports that POV.
As for Shaw's service and support I've had very few issues with the service and 0 issues with support as I contact tier 2 directly. And their rating here supports that POV.
Have you ever used Tekksavy? Somehow I'm thinking no, so really your perspective on whether one is better than the other is moot. So run along fanboi... |
|
Xtort
join:2001-07-28
Edmonton, AB
1 edit | said by Lesaonar :The only non-constructive I've made in this thread was my last response to you. I used Telus for 3yrs not once did they ever follow through with a single report I made regarding issues like regular drop offs, insane packet loss (10-30%), unresponsive email servers and completely useless support. And the above is a drop in the bucket compared to what others deal with. And their rating here supports that POV. As for Shaw's service and support I've had very few issues with the service and 0 issues with support as I contact tier 2 directly. And their rating here supports that POV. Have you ever used Tekksavy? Somehow I'm thinking no, so really your perspective on whether one is better than the other is moot. So run along fanboi... You're probably the worst troll that I have seen lurk these forums....
I hate to say that you probably haven't used their services either seeing that you did a Shaw review, so let's cut the bullsh**. I don't care to use Teksavvy because they are a RESELLER selling the same thing as Telus. If something within the infrastructure breaks that Teksavvy can't fix, they still have to go through Telus for the resolution. Not all people give a damn about customer service, they just want the service to work and adding a third party into the mix delays the resolution.
On an end note, I know where your name will reside in my forum preferences.
--
Asus P5Q-E / Q9450 @ 3.6 / 4GB OCZ Reaper HPC 8500 / XFX 9800 GX2 / Vista Ultimate x64 SP1 |
|
AnonShawUser
join:2006-06-17
Calgary, AB | reply to Lesaonar
If you're contacting tier 2 support directly, either you know people directly in the company, or you've been... problematic. |
|
Lesaonar
join:2000-07-25
Victoria, BC
·Shaw
| reply to Xtort
said by Xtort :I hate to say that you probably haven't used their services either seeing that you did a Shaw review, so let's cut the bullsh**. I have 2 connections. Shaw for my LAN and Tekksavy for my business line in my shop. Just because I haven't written a review doesn't mean squat. Did you find my telus review as well?
said by Xtort :On an end note, I know where your name will reside in my forum preferences. You seem to have me confused with someone who cares... |
|
Lesaonar
join:2000-07-25
Victoria, BC
·Shaw
| reply to AnonShawUser
said by AnonShawUser :If you're contacting tier 2 support directly, either you know people directly in the company, or you've been... problematic. *buzz* Wrong. Unless problematic entails contacting support management and requesting the # so I could bypass tier 1 due to their lack of technical knowledge or understanding of the technology they're paid to support. It's not hard to get the tier 2 number if you actually know what you're talking about concerning issues. |
|
ShutUrMouth
@shawcable.net
| reply to shawtech4life
said by shawtech4life :
This issue is most likely that there are too many users on your node in the evenings. too much bandwidth gets sucked up and your connection slows right down or even stops.
People don't suck up all bandwidth, everybody shares the same. Your connection won't stop but may slow down. If everyones internet stopped there would be a bigger problem.
the problem is that a service tech will be out during the day, when the users are low and find nothing. and shaw does not offer evening service calls.
Since when do they not have evening calls?
Once the service techs can see that the number of users is going over the limit in the evenings they can request the node to be split to bring it back in line with what it should be.
Service techs cannot request this. Something tells me that you are not really a "Shaw tech for life". |
|
Xtort
join:2001-07-28
Edmonton, AB
| said by ShutUrMouth :said by shawtech4life :
This issue is most likely that there are too many users on your node in the evenings. too much bandwidth gets sucked up and your connection slows right down or even stops.
People don't suck up all bandwidth, everybody shares the same. Your connection won't stop but may slow down. If everyones internet stopped there would be a bigger problem. the problem is that a service tech will be out during the day, when the users are low and find nothing. and shaw does not offer evening service calls.
Since when do they not have evening calls? Once the service techs can see that the number of users is going over the limit in the evenings they can request the node to be split to bring it back in line with what it should be.
Service techs cannot request this. Something tells me that you are not really a "Shaw tech for life". Any Shaw tech would have to mention these problems to the NOC. If NOC sees a problem that severely affects service, then they would pass on the request for approval to split the node.
--
Asus P5Q-E / Q9450 @ 3.6 / 4GB OCZ Reaper HPC 8500 / XFX 9800 GX2 / Vista Ultimate x64 SP1 |
|
