dailyplanet
join:2004-10-27
Colborne, ON
 ·Xplornet
| [Digital Phone] - Anybody else in Winnipeg with no phone?
Is anybody else experiencing problems with their digital phone service in the Winnipeg area?
My mom's Digital Phone service has been out since last night and I'm getting a little concerned as she's elderly and has a LifeLine phone attached to the service.
I've tried calling Shaw Tech Support but have been on hold forever.
They have a recording saying that they're working on the problem...but it's coming up on 24 hours now.
Thanks. |
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cableguy84
join:2006-09-12
Alberta | the digital phone is a critical service, if shaw is aware of it all you can do is wait....
i would wait on hold and actually talk to someone just to make sure they know your affected and to maybe find out why. |
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ErikRP
join:2004-11-06
Winnipeg, MB
| reply to dailyplanet
I recommend anyone with an internet-based phone (be it Shaw's or any other VoIP) also have a cell phone just in case. Especially in cases such as your mother who might need a little extra security.
We have a VoIP (not with Shaw) and we have issues now and then and I'm glad to have the cell phone as a backup. Not to mention if the power goes out the phone is out too. True, cell phones can be affected by power outages, but not nearly to the same degree as computer-based telephones.
Fingers crossed that Shaw resolves the problem quickly! |
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tlhIngan
join:2002-07-08
Richmond, BC
| reply to dailyplanet
Shaw isn't VoIP though.
It's technically VoIP, but the voice data doesn't go over the public internet, and thus isn't affected by outages to your broadband internet connection. Your internet connection can go out, but Shaw Digital Phone can't.
Shaw Digital Phone is a replacement for your phone service - you cannot take the terminal and move it to another house because it's provisioned to a specific node. That's why 911 works by default.
Shaw Digital Phone is a completely reliable replacement for Telus or the phone company, and is designed to provide carrier grade service. It's partly why during extended power outages Shaw has to roll trucks to keep changing batteries to your terminal - SDP service cannot be disrupted.
VoIP providers like Vonage don't provide reliability guarantees, and thus aren't a complete replacement for a landline phone. They're limited to the relative unreliability of your internet connection. SDP is a competitor to the local phone company the provides reliability.
If your phone isn't working at all, contact Shaw immediately. They may know about the outage, but it never hurts to ask because it is a critical service (and Shaw will provide service levels to that effect). You might also want to bring in the old phone line from the phone company into the house as an emergency backup - a line that used to carry phone service must still carry a valid dialtone to call 911 even if the service is no longer provided. |
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richmondguy
@acanac.com
| said by tlhIngan  :Shaw isn't VoIP though. It's technically VoIP, but the voice data doesn't go over the public internet, and thus isn't affected by outages to your broadband internet connection. Your internet connection can go out, but Shaw Digital Phone can't. Shaw Digital Phone is a replacement for your phone service - you cannot take the terminal and move it to another house because it's provisioned to a specific node. That's why 911 works by default. Shaw Digital Phone is a completely reliable replacement for Telus or the phone company, and is designed to provide carrier grade service. It's partly why during extended power outages Shaw has to roll trucks to keep changing batteries to your terminal - SDP service cannot be disrupted. VoIP providers like Vonage don't provide reliability guarantees, and thus aren't a complete replacement for a landline phone. They're limited to the relative unreliability of your internet connection. SDP is a competitor to the local phone company the provides reliability. If your phone isn't working at all, contact Shaw immediately. They may know about the outage, but it never hurts to ask because it is a critical service (and Shaw will provide service levels to that effect). You might also want to bring in the old phone line from the phone company into the house as an emergency backup - a line that used to carry phone service must still carry a valid dialtone to call 911 even if the service is no longer provided. What a load of garbage. We had no phone service for 2 days once due to a power outage. No shaw guy came to my Alpha box and changed the batteries. At least Telus has generators to run their service 24/7. If you really need to depend on your phone line don't risk your life by using a voip service even if it is on a "managed network" It is still voip and has way more points of failure than Telus. |
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ErikRP
join:2004-11-06
Winnipeg, MB
| reply to tlhIngan
said by tlhIngan :Shaw isn't VoIP though. Sorry if I gave the impression that I was referring to Shaw Digital Phone as a VoIP. I know it's not, although it does share many of the same similarities as a VoIP and is arguably closer in its characteristics to a VoIP than to normal PSTN phone systems.
said by tlhIngan :It's technically VoIP, but the voice data doesn't go over the public internet, and thus isn't affected by outages to your broadband internet connection. Your internet connection can go out, but Shaw Digital Phone can't. No one ever said that if your internet goes down your SDP goes down. On the other hand, your SDP can go down without your internet going down. And either goes down more often than "regular" phone service.
said by tlhIngan :Shaw Digital Phone is a completely reliable replacement for Telus or the phone company, and is designed to provide carrier grade service. It's partly why during extended power outages Shaw has to roll trucks to keep changing batteries to your terminal - SDP service cannot be disrupted. VoIP providers like Vonage don't provide reliability guarantees, and thus aren't a complete replacement for a landline phone. They're limited to the relative unreliability of your internet connection. SDP is a competitor to the local phone company the provides reliability. And yet the OP said his mother's SDP was down almost 24 hours. I can't recall ever losing "regular" phone service for even an hour unless there was some sort of severe weather issue and/or other disaster situation.
True, VoIP companies such as Vonage do not offer reliability guarantees regarding their service. And while I admit SDP may have a better reliability record than a VoIP company, you should be upfront and admit that Shaw also does not offer any sort of guarantee about its service.
From its own Acceptable Use Policy:
Service Interruptions
Shaw does not warrant uninterrupted use of the Service. You understand that it is your responsibility to ensure that the telephone(s) you use with the Service are compatible with the Equipment. Most importantly, some telephone(s) may not operate if there is a power failure and if you are using a telephone that requires power to operate you would lose your ability to use the Service, including access to 9-1-1 emergency services until the power is restored. In addition, and in accordance with the Terms of Service, a power failure or disruption in the Service may require Shaw to reset or reconfigure the Equipment prior to you utilizing the Service. (Emphasis mine)
Bottom line, you end with the same advice that I do: have a backup in case the SDP is out. |
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pfak
Premium
join:2002-12-29
Canada
 ·Shaw
 ·Novus Entertainmen..
| reply to tlhIngan
said by tlhIngan :Shaw Digital Phone is a completely reliable replacement for Telus or the phone company, and is designed to provide carrier grade service. It's partly why during extended power outages Shaw has to roll trucks to keep changing batteries to your terminal - SDP service cannot be disrupted. I call BS, Shaw does not guarantee you any sort of uptime on their digital phone service read their AUP. My cable internet is always out, and I doubt their SDP is any better.
When was the last time you remember picking up a Telus land line phone and not getting a dial tone? |
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cableguy84
join:2006-09-12
Alberta
| While i find Shaws service pretty reliable, being a former service tech i can tell you there are limitations to how reliable Shaw is compared to telus. As for the person that said you cant move the Shaw terminal from house to house... that's a lie... you can... as there is more then 1 home per node... if i moved my DPT down the street Shaw would never know.
It comes down to personal preference... i dont care about my LAN line i have a cell and Shaw works just fine for me, but if i had a heart condition and needed 99% up time(shaw has met that for me btw) i would go with telus, but LAN lines are not always 100% my parents had no phone on Sasktel for 2 days last month... so technology fails always have an alternative if you need it. |
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ErikRP
join:2004-11-06
Winnipeg, MB
edit:
July 8th, @09:07AM
| reply to dailyplanet
Something else I found in Shaw Digital Phone's Acceptable Use Policy:
"YOU ARE REQUIRED TO CONTACT SHAW BEFORE YOU USE ANY MEDICAL MONITORING DEVICES THROUGH THE SERVICE."
I don't know if this would put that particular subscriber/node on a higher priority in case of an outage, or whether the customer would just be given the facts that there are more risks involved than being on a normal land line. |
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dailyplanet
join:2004-10-27
Colborne, ON
·Xplornet
| reply to dailyplanet
Thanks everybody for the information provided.
My Mum's service was restored yesterday by a Shaw Technician.
Four 30-40 minute calls (on hold) to Shaw failed to get it reset remotely. Although I've gotta say... After years of dealing with Bell Canada's offshore call centre (I'm in eastern Ontario), dealing with a local representative was a dream.
There is some kind've reset toggle on the site of the "black box" behind the TV... If she had been able to deal with this, her phones would be back by Saturday afternoon.
As to Shaw being alerted to medical monitoring device (my Mum's LifeLine phone), they were made aware of it at the time that she switched over from Manitoba Telecomm (MTS).
I should follow up with them to make sure it's actually on file. |
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