AnsweredAssumed Answered

High Ping & Shaw Tech Claims Nothing Is Wrong

Question asked by stiles on Feb 2, 2014
Latest reply on Feb 2, 2014 by [shaw]ali

Let me start off with this: in January 2012 to February 2012 I had the same issues along with DNS issues. Finally a new line was installed to my apartment, both inside and out, and the wireless modem with the antennae was set up. The issues persisted but eventually, sometime in March, resolved themselves.


Shaw claimed no responsibility and yet I know of 20 other Shaw customers who switched ISP's after this because they couldn't take it anymore. I do schooling at home, am disabled so going somewhere with public wifi is difficult. I have been tethering off of my phone just to get my school work turned in (I do online schooling). Now, I'm not waiting two more months for this to miraculously resolve, nor will I stand for being told it's my fault or having the problem swept under the rug.


I've been in contact with Shaw techs for two weeks now. I've had a tech come out and replace my wifi modem I paid for in January 2012/February 2012 (funny enough, same time this issue is happening now) with a Cisco one.


I've been having slow internet, intermittent disconnects from iMessage (Gtalk, iMessage (so my iCloud/cell number), Skype and my browsers are slow or unable to load webpages. I've tested Firefox, Chrome, Safari - with and without extensions.


I've hard-wired my MacBook Pro into the modem, but it has the same issue. I normally have my Windows 7 PC hardwired to the modem and run wifi on the MBP. This issue started January 7, became worse January 17 and I've been unable to access the internet except long enough to run a test, and a speed test.


I'm able to maintain a Shaw internet wifi connection from a friend's place who has the SAME internet speeds I normally do. I'm able to maintain a wifi connection at Tim Hortons, William's Cafe, Starbucks, Second Cup and my neighbour's place downstairs.


When I last talked to a tech (either Thursday or Friday night) he proceeded to speak extremely patronising and condescendingly to me, laying on that there IS no issue and not only am I making it up but "if there's no issue on our end we can't help you, it's on your end, and your problem".


Sorry but no - I don't pay the ridiculous price I do each month for internet to be told "deal with it yourself". I have been working with computers for over 15 years, and if a problem is so severe that neither myself, my Apple Tech friend or my neighbour, who works at CompuTech for the last 20 years, cannot fix it? I'm sorry, but it's not "my issue to work out".


I've never posted heatedly on a forum before but I have no options as to switching to another ISP. The only company that covers my location is Shaw or Rogers - Rogers bought out Shaw and thus, are refusing to let me change packages or internet providers TO them until the big switch over in the summer.


I've posted in the Apple forums, but they're of no help and it isn't going to help when I'm having the same issue across an iPad 2 (fully updated), iPhone 5S (fully updated), Macbook Pro (10.8.5 Mountain Lion - avoiding Mavericks for my own reasons right now) as well as a Windows 7 PC (fully updated). I've power-cycled more times than I can count.


If there is anything you can suggest, I would appreciate it. I'm tired of being told it's my fault - get a new router, etcetc. I don't have transportation to get an ethernet cord at the Shaw mountain location - I'm disabled. I don't have the money to buy a new router/modem/etc to 'test' this issue. I paid for the one I have, and if it's supposedly "top of the line and the best you'll find" then it should be working. My ethernet cord that wires the PC to the modem is brand new - I bought it last summer.



Finally, here are my Path Ping and Trace Route results from my MacBook. I can provide Windows ones next time my latency goes up (usually hovers between 800-2000 ms), and I have Speed Test results if you'd like those.






Ping has started…

PING ( 56 data bytes

Request timeout for icmp_seq 0

64 bytes from icmp_seq=0 ttl=57 time=1185.073 ms

64 bytes from icmp_seq=1 ttl=57 time=1306.287 ms

64 bytes from icmp_seq=2 ttl=57 time=1378.515 ms

64 bytes from icmp_seq=3 ttl=57 time=1412.621 ms

64 bytes from icmp_seq=4 ttl=57 time=1320.753 ms

64 bytes from icmp_seq=5 ttl=57 time=1002.798 ms

64 bytes from icmp_seq=6 ttl=57 time=1050.619 ms

64 bytes from icmp_seq=7 ttl=57 time=1185.823 ms

64 bytes from icmp_seq=8 ttl=57 time=1164.286 ms

64 bytes from icmp_seq=9 ttl=57 time=1133.520 ms



--- ping statistics ---

10 packets transmitted, 10 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 1002.798/1214.030/1412.621/129.733 ms









Traceroute has started…


traceroute: Warning: has multiple addresses; using

traceroute to (, 64 hops max, 72 byte packets

1 (  1.077 ms  0.990 ms  0.905 ms

2 (  1093.532 ms  1274.434 ms  1307.579 ms

3 (  1267.722 ms  1266.770 ms  1292.449 ms

4 (  1289.224 ms  1211.385 ms  1208.681 ms

5 (  1112.554 ms  964.068 ms  842.667 ms

6 (  879.513 ms  971.897 ms  845.374 ms

7 (  916.347 ms  921.415 ms  941.045 ms

8 (  936.206 ms  1101.268 ms  1126.451 ms

9 (  1229.163 ms  1193.506 ms  1236.855 ms




Please do not tell me to phone in because I've had it with the poor customer service and poor attitude I've been given. I've been nothing but patient and nice to each person I have spoken to.