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Shaw Tech Support Here

post #1 of 11
Thread Starter 
Hi,

I'm a shaw TSR.

As a disclaimer, I cannot access, correct or change any account information.

However I can assist with troubleshooting so that if you have to call in to your cable internet provider, or cable tv, or digital tv provider. I can help you basically troubleshoot here.

If at anytime I've helped someone here, and they have used a solution that you haven't tried, feel free to try it before posting to save the repeat questions.

As the questions come up, i'll edit this post to try and re enter the answers as they come.

If there are any alternate rep's for technical services from a cable company who want to offer basic troubleshooting tips, feel free to add your input. Would appreciate alternate idea's for troublshooting for anyone here who has a question we can't pinpoint right away.

Again, I cannot change or fix or adjust accounts what so ever. I cannot access or release personal information as per privacy laws, etc. But as for basic, have you tried, or have you done this that or the other thing, It's like asking a friend, or a local tech @ a computer store. I can give some basic idea's how to help out.

And a slogan I have to say... at the end of almost every phone call to shaw tech support, for the customers...

Thank you for choosing shaw and have a great day!

- Le_Loup
    
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post #2 of 11
Cool, a shaw guy. Pleased to meet you.
I was an installer for shaw a few years ago, geez it's a small world.
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post #3 of 11
Thread Starter 
If anyone has questions about

PVR's, being motorola or pace.

If anyone has questions about the unfortunate cybersurfer modems... or docsis.

Digital phone i'm not trained in, though I can research sites and refer you to better support.

If you have problems with your router, wireless or lan. It's not technically supported by shaw cable at all, however, in this forum, myself and various others can assist.

Anything else cable/internet related, ask away and i'll try to troubleshoot to the best of my and the Internets abilities.

- Le_Loup


----------------------------------------
Request to Sticky, so that if people want to ask ?'s direct, i'd be more then happy to help, ty if you can.
----------------------------------------
Edited by Le_Loup - 12/12/08 at 3:33pm
    
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post #4 of 11
Hey, I live on a school campus and use the internet connection provided for administrators (my dad's the principle). I have not had problems with the connection after about 1 1/2 years. I have 2 other computers that use the same Cisco Systems 350 Series PCI Wireless LAN Adapter and work just fine. Both are oem. I recently built my new computer with the asrock mobo and new windows software. I reused all the other components except the antec 300 and the wifi adapter that came with the mobo, but they don't pick up the signal. The old adapter worked fine on my old mobo and now it stops working after about 5-15 minutes. It does not show up on the computer as not working and it stops sending or receiving packets. I have to repair and then it works again. Anything that could be causing this and how to solve it? My OS is XP Home 2002 Service Pack 3. Thanks.
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post #5 of 11
Why is my internet supposed to be at 10MB/S download but I really only have barely 4MB/S?
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post #6 of 11
Thread Starter 
Ok, just heading home right now, then will re connect hopefully over the weekend. Will give an update. Initially wireless, check barriers, local radio interference, cordless phones etc.

As for digital signal, make sure you have 0 splitters, and the digital box goes from wall to box direct. Power down for 1min, at least, then power up, same issue, have a tech come out and put a booster amplifier for the signal, but make sure the modem levels are FINE afterwards, otherwise they may be imbalanced and more tech work could be req'd.

- Le_Loup
    
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post #7 of 11
Hey, very nice to see you on here.

I have shaw cable, and internet. If I ever need any help, I will give you a shout!

Quote:
Originally Posted by caraboose View Post
Why is my internet supposed to be at 10MB/S download but I really only have barely 4MB/S?
And to answer this, it is most likely due to the thing you are downloading. The servers or whatever or whoever is uploading the file to you can only have so much upload speed and bandwidth.

For example, you may have a maximum of 10MB/s. If I had an upload speed of 5MB/s and I sent you a file, the max download you would ever see would be 5MB/s.

Someone correct me if I am wrong,


Slappa
Edited by Slappa - 12/12/08 at 5:40pm
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post #8 of 11
Thread Starter 
Quote:
Originally Posted by caraboose View Post
Why is my internet supposed to be at 10MB/S download but I really only have barely 4MB/S?


Caraboose, unique user handle.

I had this same problem in september, however here's what I did.

I went and bought a new router, I direct connected, I had the cable changed, changed the network cables. I did the works. Basically I covered everything that was on the customer side. Basically from where you are sitting.

However, what was discovered was, the "levels" were fine. Literally, but something was interfereing in my area between shaw directly and my house.

What it was, was the local area, was "saturated", sorta like heavy static, and there were way to many people using the internet in that area, then shaw could initially handle.

However, After a month... exhaustive work, of having multiple tech calls. Senior tech, and had several tech calls... Heck I upgraded to nitro to see if that would trigger the high speed extreme back, but nope...

I was stuck with 4mb down or 2mb down on 10mb... And unfortunately I loaded webpages as fast as or slower then dialup...

My suggestion is to ask for the next service call to be a senior tech, or check your internet settings. Turn off all transfer programs, do a "safe mode with networking on" boot up, but leave it on for 3-4 hours directly connected to the modem. LITERALLY... Do this, then do a speed test with IE, on speedtest.shaw.ca

If you are still getting mega low speeds... or lack there of period...

Alternatively, try this. Call up shaw, ask them to book a senior tech, to replace cables, not the inner house cables, but to check the ends, see if a signal booster is needed (amplifier, but shaw issued), and attempt that.

Last result, after possibly 4 service calls, (if you get THAT many), make sure you replace your modem also, just incase it is having an issue. If it "has" the one with the standby button, definately get it replaced, there's 1 or 2 newer versions available you can upgrade to.

Sorry, one more resulting choice, after all these things, still having repeat issues, no matter what TIME it is. (1am, 4am, 10am, 6pm, dun matta). Try asking them to check for saturation, or congestion in the whole area. Specifically ask for that, and we as shaw reps, can't give out information, but we can check to see if there's a local issue, and forward it off to the right dept. However, this final "find" may actually take at least 3-6 weeks to finalize.

I kinda was pushy, and they "split" my area, into 3 segments, Which did cure my lag, because there was less congestion, and carefully leveled accross 3 sections.

Just thought i'd mention that. Yes it's a mouthful, but try it.

Also for pc side, defrag, spyware check, delete temp files, heck if you want, fresh rebuild the pc/laptop using a "boot n nuke" program to mega wipe the harddrive.

*end of book for the moment*

- Le_Loup
    
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post #9 of 11
Thread Starter 
Quote:
Originally Posted by Slappa View Post
Hey, very nice to see you on here.

I have shaw cable, and internet. If I ever need any help, I will give you a shout!



And to answer this, it is most likely due to the thing you are downloading. The servers or whatever or whoever is uploading the file to you can only have so much upload speed and bandwidth.

For example, you may have a maximum of 10MB/s. If I had an upload speed of 5MB/s and I sent you a file, the max download you would ever see would be 5MB/s.

Someone correct me if I am wrong,


Slappa

You are right, and wrong, lol... You are correct in the literal terms. However was speed tests done on...

speedtest.net
speedtest.shaw.ca
speakeasy.com

or alternative? And which cities, states, provinces, similar?

- Le_Loup
    
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post #10 of 11
Quote:
Originally Posted by Le_Loup View Post
You are right, and wrong, lol... You are correct in the literal terms. However was speed tests done on...

speedtest.net
speedtest.shaw.ca
speakeasy.com

or alternative? And which cities, states, provinces, similar?

- Le_Loup
Thanks for the help, I have connected directly to my router, my dad yelled at me for taking away his football but I ran the speed tests that you posted and well I still got about 4MB/s up. With the 2nd one, speedtest.shaw.ca it says i have 32ms ping and a whopping 143.1mpbs upload but a 4.7mbps download..

With speedtest.net I get 4890kbps as my max download speed with a 10ms ping and a lacking 481kbps upload..

So really with going direct I get maybe 500kb/s faster download. But in my area we have had SOOOOOOOOOO many shaw guys called because of tv signal sucking ass, and well I have not a clue as to why going direct only gives me .5mbps faster down..
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Sandy the waffle
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Corsair Vengence Samsung 840 Evo WD1001FALS Phobya UC-2 
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