@andsoitgoes -- how can I get in touch with a higher tier tech support agent?
A properly-trained and properly-managed "help desk" should work with the philosophy of "if you cannot answer the client's question, open a ticket in the tracking system, and escalate the ticket to the shift-supervisor, who can call upon the senior technicians". So, be polite, and work with the "first-level" Shaw Agent until they reach the limits of their training, and ask the Agent if they can ask the shift supervisor for more assistance -- "honey versus vinegar".
> I am seriously concerned there’s some issue with the Ethernet port, but how could the hardware have failed?
I have had light bulbs, motherboards, printers, RAM, disk-drives, USB memory-sticks, and CD/DVD devices that have failed, for unknown reasons. Years ago, many D-Link routers had a software bug that only showed-up when the internal clock did not "roll-over" from 2012/12/31 to 2013/01/01. As a result, any computers connect to the router would lose connectivity after 24 hours, unless you rebooted the computer every 24 hours.
Life happens.
> I was basically given no real choice other than swap the modem
Contact :Shaw again. They should have a record on your account of the technician's visit, and their comment that replacing the cable-modem was recommended, and they should order a replacement to be shipped (via Canada Post) to you.
