AnsweredAssumed Answered

Why am I still getting ping jumping after 2 years on a contract?

Question asked by 0mirage on Mar 6, 2018
Latest reply on Apr 18, 2018 by 0mirage

I'm making this post because I'm fed up. I've swapped modems probably 8-10 times (Cisco DPC3825, DPC3848-V, Hitron CGNM-2250, and XB6) so far only to find out that there's more issues in my area than expected. At first I thought my problems were all because of the Puma 6 chipset defect. And granted that was a contributing factor. However as of the day before yesterday I found out there's something wrong with the connection specifically to Shaw's own servers. I asked 2 years ago if there was issues regarding Shaw's servers/nodes and they ignored me saying they were fine and didn't investigate further. They blamed the modems (which like i said was part of the issue) and neglected the possibility of the area's connection being screwed up. I intentionally requested a Broadcom modem about 2 days ago and got the Cisco DPC3825 and the modem itself shows absolutely no issues. Then I saw ping jumps that persisted up to 750ms every 15 seconds when pinging at a 1s interval using WinMTR on the IP 96.52.128.1. They were on a particular IP address that belongs to Shaw and is the second hop no matter whether I'm pinging google.ca or a gaming server. These tests were all ran wired directly to the modems throughout 2 years and have been always the same thing.

 

This is the IP that's causing me issues (a 2 second googling of this IP points to an IP in edmonton from shaw):

96.52.128.1

 

This IP has had these jumps for 2 years without a fix as well as packet loss. Every time a tech comes to my house they test the lines and say they're perfect. At this point I'm livid as I paid for a 2 year contract that's expiring in July and I know for a fact having technical issues for the entirety of the 2 year contract would count a violation of the contract on Shaw's part that I could easily contest, especially considering their inability to solve the problem after requesting help over 200-300 times. I'm supposed to get a call tomorrow but half the time when I'm told I'm going to get a callback from Shaw they don't bother and I'm left having to try to explain it to the staff that tell me to 'unplug and replug your cables' or have no idea about any of the issues. I've even had techs come to my house and say 'all I know how to do is how to run an app' after waiting 2 weeks for a tech to diagnose the issue, I knew more than he did.. All I ask is instead of telling me to run basic nonsense to test to see if I'm at fault, that you guys take me seriously and actually realize there's a problem on your end that I can't solve.

 

I hope someone from Shaw will respond to this as I want the assurance that if I don't get a phone call tomorrow from engineering team that's supposed to look into this that I'll be updated as to what is going on without having to re-explain myself. Please help me fix the issue without shrugging it off like its not a priority. I've put off plans of streaming and had to leave 2 semi-pro gaming teams as a result of these problems.

 

I'd be more than happy to provide more tests though you guys probably have hundreds of mine mixed into my records of previous chats. I've done nothing but cooperate to try to have this issue resolved and so far its gotten nowhere. I don't know if its possible to route me to an actual working server other than 96.52.128.1, but I would appreciate some kind of solution or effort on Shaw's part.

 

 

Edit: Since I'll be asked to post a ping test I've unbridged my modem so my other routers aren't a factor. Here are the results in WinMTR at a 1s interval [I've bolded the line in question]:

 

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.0.1 -    0 |  144 |  144 |    0 |    0 |    1 |    0 |
|                             96.52.128.1 -    0 |  144 |  144 |    7 |   20 |  618 |   10 |
|                           64.59.186.165 -    0 |  144 |  144 |    8 |    9 |   25 |   11 |
|                           66.163.70.130 -    0 |  144 |  144 |    8 |   10 |   29 |   12 |
|                            66.163.70.77 -    0 |  144 |  144 |   23 |   24 |   37 |   23 |
|           rc4ec-be25-1.il.shawcable.net -    0 |  144 |  144 |   38 |   40 |   55 |   42 |
|                           66.163.75.230 -    0 |  144 |  144 |   38 |   39 |   60 |   39 |
|                   No response from host -  100 |   29 |    0 |    0 |    0 |    0 |    0 |
|                          209.85.255.172 -    0 |  144 |  144 |   38 |   39 |   51 |   39 |
|                         108.170.243.219 -    0 |  144 |  144 |   38 |   43 |   91 |   41 |
|                          216.239.40.189 -    0 |  144 |  144 |   39 |   40 |   55 |   39 |
|                           216.239.57.76 -    0 |  144 |  144 |   38 |   44 |  122 |   57 |
|                           108.170.244.1 -    0 |  144 |  144 |   38 |   39 |   51 |   40 |
|                          216.239.51.145 -    0 |  144 |  144 |   39 |   41 |   55 |   40 |
|                ord37s18-in-f3.1e100.net -    0 |  144 |  144 |   38 |   39 |   54 |   42 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

 

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.0.1 -    0 |  155 |  155 |    0 |    0 |    4 |    0 |
|                             96.52.128.1 -    0 |  155 |  155 |    7 |   20 |  701 |    8 |
|                           64.59.186.165 -    0 |  155 |  155 |    8 |    9 |   22 |    9 |
|                           66.163.70.130 -    0 |  155 |  155 |    8 |   10 |   29 |    9 |
|                            66.163.70.77 -    0 |  155 |  155 |   23 |   25 |   40 |   24 |
|           rc4ec-be25-1.il.shawcable.net -    0 |  155 |  155 |   38 |   39 |   51 |   39 |
|                           66.163.75.230 -    0 |  155 |  155 |   38 |   39 |   56 |   39 |
|                   No response from host -  100 |   32 |    0 |    0 |    0 |    0 |    0 |
|                          216.239.42.106 -    0 |  155 |  155 |   41 |   53 |  321 |   45 |
|                         108.170.243.165 -    0 |  155 |  155 |   39 |   40 |   46 |   40 |
|                          209.85.241.124 -    0 |  155 |  155 |   39 |   42 |   76 |   70 |
|                          209.85.250.147 -    0 |  155 |  155 |   38 |   40 |   51 |   40 |
|                   No response from host -  100 |   32 |    0 |    0 |    0 |    0 |    0 |
|                          216.239.41.163 -    0 |  155 |  155 |   38 |   40 |   56 |   39 |
|               ord37s07-in-f35.1e100.net -    0 |  155 |  155 |   38 |   39 |   51 |   39 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

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