AnsweredAssumed Answered

Why is shaws customer internet support such a waste of time.

Question asked by caml on Sep 16, 2013
Latest reply on Sep 28, 2013 by schallis

I have been having issues with internet for 6 months now.  I have done all the diagnostics.  I have sent in dozens or trace routes and continuous pings.  I can show shaw what hops on their internal network are the problemand that at time these ip's have huge delays.  I have jumped through hundreds of hoops for them.  Another strange thing is that often browsers show my location as lethbridge when I am in red deer.  It seems they have an mapping issue at times.  In the end I get told people will call me back.  Usually they dont and if they do leave a message they do not leave a way to call them.  I am paying for highspeed 25.  I am getting high speed 8-11 and at night the internet is almost completely useless.

 

What do I have to do to get some support?

 

Actually I have dealt with some very nice people.......  However tonights was the last straw.  here you go....  Reset modem....  Speed tst good....  ok all fixed.  I send everything to tier 2 and get nothing at all back!

 

here are examples

Tracing route to www.shaw.ca [204.209.208.8]

over a maximum of 30 hops:

 

  1 * *        *     Request timed out.

  2    10 ms    13 ms     7 ms  rd1no-ge12-0-0-11.cg.shawcable.net [64.59.130.50

]

  3    10 ms    11 ms    11 ms  rc1no.cg.shawcable.net [66.163.76.46]

  4    12 ms    13 ms    11 ms  rd1no-ge10-1-0.cg.shawcable.net [66.163.71.154]

 

  5    13 ms    12 ms    16 ms  24.244.50.13

  6 * *        *     Request timed out.

  7 * *        *     Request timed out.

  8 * *        *     Request timed out.

  9 * *        *     Request timed out.

10 * *        *     Request timed out.

11 * *        *     Request timed out.

12 * *        *     Request timed out.

13 * *        *     Request timed out.

14 * *        *     Request timed out.

15 * *        *     Request timed out.

16 * *        *     Request timed out.

17 * *        *     Request timed out.

18 * *        *     Request timed out.

19 * *        *     Request timed out.

20 * *        *     Request timed out.

21 * *        *     Request timed out.

22 * *        *     Request timed out.

23 * *        *     Request timed out.

24 * *        *     Request timed out.

25 * *        *     Request timed out.

26 * *        *     Request timed out.

27 * *        *     Request timed out.

28 * *        *     Request timed out.

29 * *        *     Request timed out.

30 * *        *     Request timed out.

 

Trace complete.

 

Tracing route to www.g.ebay.com [66.135.200.181]

over a maximum of 30 hops:

 

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]

  2 * *        *     Request timed out.

  3   573 ms  1141 ms  2013 ms  rd1no-ge12-0-0-11.cg.shawcable.net [64.59.130.50]

  4  1024 ms  1733 ms  1443 ms rc1no.cg.shawcable.net [66.163.76.46]

  5   277 ms   278 ms 547 ms  rc1so-pos15-0.cg.shawcable.net [66.163.77.9]

  6    26 ms    46 ms   946 ms  66.163.74.185

  7   133 ms  2792 ms   684 ms  rc2bb-tge0-15-1-0.vc.shawcable.net [66.163.69.122]

  8   797 ms   203 ms    50 ms  rc3sj-tge0-0-1-0.cl.shawcable.net [66.163.77.146]

  9 * *        *     Request timed out.

10 * *        *     Request timed out.

11 * *        *     Request timed out.

12 * *        *     Request timed out.

13 * *        *     Request timed out.

14 *        * *     Request timed out.

15 * *        *     Request timed out.

 

 

Tracing route to www.g.ebay.com [66.211.181.181]

over a maximum of 30 hops:

 

  1    <1 ms    <1 ms    <1 ms  router.asus.com [192.168.1.1]

  2 * *        *     Request timed out.

  3   231 ms   277 ms  1715 ms  rd1no-ge12-0-0-11.cg.shawcable.net [64.59.130.50]

  4   980 ms  1015 ms   287 ms  rc1no.cg.shawcable.net [66.163.76.46]

  5   561 ms  1222 ms  1499 ms  rc2so-tge0-1-1-0.cg.shawcable.net [66.163.71.109]

  6    97 ms *       33 ms  66.163.74.185

  7   404 ms   119 ms  1996 ms  rc2bb-tge0-15-1-0.vc.shawcable.net [66.163.69.122]

  8  1035 ms    57 ms 937 ms  66.163.78.86

  9 * *        *     Request timed out.

10 * *        *     Request timed out.

11

Outcomes