AnsweredAssumed Answered

Slow Download/Upload speed and Usage limit Error

Question asked by mrlien on Feb 16, 2014
Latest reply on Feb 16, 2014 by kevinds

I have recently checked the monthly bill and internet usage for my parents and found some quite significant errors. We are clearly using the "High Speed 25" internet plan, but the monthly usage limit as shown in the 'View Usage' option shows a limit of 125 GB, which is only for the High Speed 10 plan. I would like some clarification on this, and whether or not overage fees (if any) would be reimbursed due to the error.

 

Another large problem is the speed, or lack thereof, of both download and upload speeds. Considering that the High Speed 25 plan offers an advertised 25 Mbps download speed and 2.5 Mbps upload speed, live performance falls very short. The download speed is much worse than 25 Mbps. An acceptable level to me would be at least 20 Mbps; our average download speeds are only just over half of the stated values.

http://www.speedtest.net/result/3311263233.pnghttp://www.speedtest.net/result/3311285870.png

The upload speeds are even worse. The advertised value is up to 2.5 Mbps; our average upload speeds barely even reach 20% of this value. This is simply unacceptable, and in most scenarios, it takes well over a minute to upload a mere 5 megabyte file to Dropbox or Google Drive. I have personally verified whether it is the work of a faulty modem or underperforming router and this is not the case. Our router is a Cisco EA2700 which is much more than enough to handle the network speeds and I checked today to see if there any problems- including rebooting, disconnecting/connecting internet cable, coaxial cable, modem cables. So obviously, Shaw is not doing their job right and I would like a quick fix to this simple yet infuriating problem.

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