Dhevil
join:2009-10-30
| Ping spikes and packet loss compounded by Shaw's customer se
Well for around a month now we have been having Massive latency spikes while using our shaw sevice. We subscribe to the extreme sevice which is set for 15MB/s with boost to 25M/s. We called Shaw and the sent a "Tech". The Tech arrived and seemed knowledgable. He used one of the computers in the house to test the router and said we were fine and that our issue was in house.
We use a Linksys WRT610N router. When we further questioned him about our home equipment he said it was good equipment but must be having an issue. We excepted his answer and continued to have the same spikes as before. We double checked all cabled connections in the house as well made sure Wireless connections we as efficient as possible. (Thanks Mr. T for the line tester).We watched our latencies and packet loss for another week nothing changed. We tried both attached to the network and attached directly to router and nothing changed. We recontacted Shaw about our issues and they sent out a "Senior Tech". The "ST" arrived at our house and again seemed knowledgeable. He ran several test from my roommates laptop and came to the conclusion that our network was causing our packet loss and hence our ping spikes. During his latter test my roomates laptop was direct wired to the modem not the router. Our network was not even in effect when he made the conclusion. He also recommended we "upgrade" to D-link gaming gear as it was better than our linksys. We took his words to heart and bought a D-link Extreme N router but it didnt change our problems. We also upgraded to Cat-6 and ensured there connectivity with no change. We called Shaw again and stayed on the line till our spikes started. While Pinging the Shaw mail server we had a latency increase from 24ping to 800-900. The Customer service rep shaw this and agreed to book in another tech. The next day The Shaw rep called us back to say the Tech department has refused to come to our house as they say they have been here enough already. The shaw rep sounded frustrated and pissed that the techs wont come.
The techs have always used our equiptment while checking our status. Even though their notes say that their computers were used. No tech has metered or even inspected the feed lines to the house. The come to the conclusion that it is us and only us enough said. I have taken it upon myself to test our line quality with a single computer hooked up to the modem and this is what I have gotten.
This is about average for our connection we have yet to see 15Mbs as we are advertised to have.
»/linequality/nil/2581844
This is one of the better looking line quality checks.
Also been running Smoke ping and this doesnt look pretty to me.
»/r3/smokeping.···30ed.CA1
The fact that this visually represents what i think it does makes me think the problem is on shaws end.
My Pc is up to date
AMD dual core
4Gb ram
Windows 7
Is this a service issue?
Saturation?
Crappy lines?
I am at wits end. Please help us word our issues to shaw so they understand. |
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joshb
Don't sweat the small stuff.
Premium
join:2006-03-04
Calgary, AB
clubs:
 ·TELUS
·TekSavvy Solutions..
 ·Shaw
 ·Primus Talkbroadband
 ·GoDaddy Hosting
| Hello,
From what you have it could be a number of things... First things first lets get a more local speedtest... There are just too many factors involved when going to San Fran...
Give these servers try and post back your results.. Lets see if they match... Please be hardwired to router for these tests. Wireless can have issues and is not really good for speed testing...
»speakeasy.net/speedtest (please use seatle)
»speedtest.net (please use the closest server to you.)
»speedtest.shaw.ca
Also is there a time pattern to when it slows down... If there is, is it consistant... Almost like clock work....
3) What modem are you using?
Sorry to ask more questions than answers at the moment.. Just need to narrow down a couple things as your post left many possible causes... Some on your end some on Shaws..
Regards
Joshb
--
R.I.P Mom We miss you. |
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tom25
@shawcable.net
| reply to Dhevil
I just ran a speed test on my own internet (I have regular high-speed), and the difference between Seattle and San Francisco is noticeable. I do run it through a router, although not wirelessly. Just saying, it's a good idea to pick the closest location when running a speed test.
San Francisco:
Download Speed: 9584 kbps (1198 KB/sec transfer rate)
Upload Speed: 485 kbps (60.6 KB/sec transfer rate)
Seattle:
Download Speed: 17447 kbps (2180.9 KB/sec transfer rate)
Upload Speed: 488 kbps (61 KB/sec transfer rate) |
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tom25
@shawcable.net | reply to joshb
When running the speed tests, I'd recommend doing all the same things recommended above, but hardwired to the modem. We don't want the router potentially altering the speed test results. |
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joshb
Don't sweat the small stuff.
Premium
join:2006-03-04
Calgary, AB
clubs:
·TELUS
·TekSavvy Solutions..
·Shaw
·Primus Talkbroadband
·GoDaddy Hosting
| said by tom25 :
When running the speed tests, I'd recommend doing all the same things recommended above, but hardwired to the modem. We don't want the router potentially altering the speed test results.
Agreed... To the modem is best.... But un-like some people I am willing comprise a bit... And some times it's just not possible to do... Depending on the setup...
--
R.I.P Mom We miss you. |
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Dhevil
join:2009-10-30
| reply to Dhevil
Ok just ran a few test
Last Result:
Download Speed: 17419 kbps (2177.4 KB/sec transfer rate)
Upload Speed: 820 kbps (102.5 KB/sec transfer rate)
Shaw speed test had me at
6Mb/s up
718Kbp/s down
And as for When we get the spikes they tend to rear there ugly head between 4 and 8 pm
We have tried testing throughout the day just to see if there was a trend and we get random spikes during the day
The seattle number is one of the best ones we have ever had
This was just me and the modem.
The modem is a motorola |
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joshb
Don't sweat the small stuff.
Premium
join:2006-03-04
Calgary, AB
clubs:
·TELUS
·TekSavvy Solutions..
·Shaw
·Primus Talkbroadband
·GoDaddy Hosting
| Hi,
Sounds to me like you have saturated node. It's a waiting game at this point for shaw to split it or fix the problem....
Sorry not to be able to give you better news...
Regards
Joshb
--
R.I.P Mom We miss you. |
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SparkyBc
join:2009-11-02
| Be thankful with that speed for now. I live in the Comox Valley on Extreme I $60.95/month Stand alone not bundled.
For the last 3 weeks my node is so saturated it's almost unusable.
Supposedly they are doing network upgrades Nov 3 to fix the problem. We'll see i won't hold my breathe on the fixing a thing.
Better have a free month credit all i got to say, if not heads will roll.
 |
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SparkyBc
join:2009-11-02
1 edit | Typical Shaw fashion. Now mysteriously this network upgrade is in Nanaimo not Comox Valley. When he knew from the get go where i live.
Tired of the crap their pulling. 2MBps on Extreme I may as well get a rogers usb stick faster than what i am getting. Total joke.
Now it is no ETA on a fix in your region. The joys of SHAW. |
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boyio2006
join:2006-04-11
Prince Albert, SK | Does telus offer high speed in your area? if it is, go with them, they have turbo at 15 megs. |
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SparkyBc
join:2009-11-02 | I would never switch to Telus their horrible. |
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boyio2006
join:2006-04-11
Prince Albert, SK | Are you going to wait for $haw to fix your problem? What you doing now? |
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SparkyBc
join:2009-11-02
| reply to Dhevil
Their latest BS email.
In other words continue to pay full price for crap service, where not fixing it anytime soon.
"Again, we apologize about giving you the incorrect date of when we should have resolved this for you. This was purely an error on our part.
At this time we do not have a timeline as of when we will be able to resolve this. As mentioned, as it's affecting a large amount of our customers, we expect quick resolution on this. We have to upgrade some services to ensure that we are able to deliver the service that you have come to expect from us.
We are sorry you feel that we are giving you the run around, however we thank you for your patience while we work on this." |
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crudohgod
join:2009-01-16 | shaw won't even email me back.. |
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rustydusty
join:2009-09-29 | reply to Dhevil
Good ol' Shaw! I'm getting good speeds finally, but now I get 80+ ping to Seattle game servers. If it's not one thing, it's another. Shaw just can't get their crap together, not even for a month. |
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