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Packet Loss issues on the Shaw network.

Question asked by jtirrell on Jan 2, 2013
Latest reply on Mar 7, 2013 by nwimpney

After a very disheartening conversation with a Shaw "Tech Support" agent I have decided to air the dirty laundry as it were.

 

These are the current issues I am seeing on the Shaw network. Most of them are probably due to network congestion. In other words, that $100+ that you are paying for service is not being used to upgrade core routers and they are overselling their network capacity.

 

Here is what I have after an hour of network testing from the Edmonton Magrath area.

 

Target Name: www.google.com
         IP: 74.125.129.106
  Date/Time: 1/2/2013 9:21:04 AM to 1/2/2013 10:45:23 AM
Hop Sent Err   PL% Min Max Avg  Host Name / [IP]
3    352   47   13.4  15 293  55  [64.59.184.117]
4    352   45   12.8  16 295  51  rc3ar-tge0-1-2-0.ed.shawcable.net [66.163.70.10]
5    352   49   13.9  30 278  61  [66.163.78.173]
6    352   48   13.6  34 242  65  [66.163.78.230]
7    352   48   13.6  30 195  60  [72.14.195.242]
8    348   46   13.2  30 163  62  [66.249.94.212]
9    114    1    0.9    29 127  59  [66.249.94.195]
10     12    1    0.2    41  91  59  [72.14.239.12]
11     85    1    1.2    40 571  74  [216.239.48.167]
12    351  351  100.0   0   0   0   [-]
13    351   62   17.7  37 463  67  pd-in-f106.1e100.net [74.125.129.106]

 

What does this mean to you? Massive intermittent latency caused by internal network issues.

 

Can we please get this fixed? I for one am coming to the end of my patience when it comes to support reps that have no idea what they are talking about and Shaw burying their head in the sand as to the condition of their network. I expect this from Telu$, not from Shaw.

 

Attached is a transcript of my conversation with your below average tech support flapper. This is infuriating as I am in the process of moving all of the Telus MPLS services I am responsible for over to the Shaw network, and if this is the type of support I am going to get it may be time to put the breaks on that that effort.

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