connection CONSTANTLY disconnects/drops

teckyb
Grasshopper

OK this is getting seriously annoying !!! my modem keeps getting disconnected CONSTANTLY and by constant I mean like almost every half hour / hour ALL DAY so far everyday since joining shaw ( Jan 30 ) I got the 600 speed or whatever and well I am extremely unsatisfied 

first off the original tech that set it up did a sloppy job ... like the cable outlet he installed wasn't even mounted onto the wall properly and wont hold the screws in place so the cable/wire was not secure

I don't really care about that so much its the fact that I rent where I live so I'm sure the landlord/owner is going to be thrilled about the appearance that has been made of the multiple screw holes he put in the wall

so then he did whatever it is he did ( his job apparently ) and left

not even a full hour and my connection drops so I contacted him again and he came back and "fixed" it ... not really ... so the next day I have to contact shaw regarding the constant disconnections and again they send another tech to "fix" this issue ...

well NOTHING HAS CHANGED still the same thing less than every hour ALL DAY ... seriously WTF !!!

...if this keeps up I think I will be going back to telus ... 


also I don't know if it helps but this is from troubleshooter..

Version:1.0 StartHTML:000000257 EndHTML:000023773 StartFragment:000002055 EndFragment:000023732 StartSelection:000002055 EndSelection:000023732 SourceURL:file:///C:/Users/Just%20Me/AppData/Local/Diagnostics/460911090/2019020908.001/ResultReport.xml

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Windows Network Diagnostics
Publisher details
Issues found
Windows can't communicate with the device or resource (primary DNS server)
Windows can't communicate with the device or resource (primary DNS server)
The device or resource is not responding to requests.
Detected
Detected
Contact your network administrator or Internet service provider (ISP)
Completed
Issues found
Detection details
6
Windows can't communicate with the device or resource (primary DNS server)
Detected
Detected
The device or resource is not responding to requests.
Contact your network administrator or Internet service provider (ISP)
Completed
Windows can't communicate with the device or resource (primary DNS server). If you are at home, contact your ISP. Otherwise, contact your network administrator for assistance.
Detection details
Expand
Informational
Diagnostics Information (Teredo)
Details about Teredo diagnosis:   Teredo Parameters --------------------------------------------- Type                    : client Server Name             : win10.ipv6.microsoft.com. Client Refresh Interval : 30 seconds Client Port             : unspecified State                   : offline Error                   : failed to resolve server name
Informational
Diagnostics Information (Network Adapter)
Details about network adapter diagnosis:   Network adapter Wi-Fi driver information:     Description . . . . . . . . . . : Killer Wireless-n/a/ac 1535 Wireless Network Adapter    Manufacturer  . . . . . . . . . : Qualcomm Atheros Communications Inc.    Provider  . . . . . . . . . . . : Qualcomm Atheros Communications Inc.    Version   . . . . . . . . . . . : 12.0.0.307    Inf File Name . . . . . . . . . : C:\WINDOWS\INF\oem19.inf    Inf File Date . . . . . . . . . : April 15, 2017  10:27:50 AM    Section Name  . . . . . . . . . : ATHR_DEV_OS63_988x_RV_Killer_NFA364A_2.ndi    Hardware ID . . . . . . . . . . : pci\ven_168c&dev_003e&subsys_15351a56&rev_32    Instance Status Flags . . . . . : 0x180200a    Device Manager Status Code  . . : 0    IfType  . . . . . . . . . . . . : 71    Physical Media Type . . . . . . : 9
Informational
Diagnostics Information (Wireless Connectivity)
Details about wireless connectivity diagnosis:   Information for connection being diagnosed  Interface GUID: 45d472fa-7120-4df9-8ca6-322be2310d83  Interface name: Killer Wireless-n/a/ac 1535 Wireless Network Adapter  Interface type: Native Wi-Fi  Connection incident diagnosed  Auto Configuration ID: 10  Connection ID: 15  Connection status summary  Connection started at: 2019-02-09 00:46:22-652  Profile match: Success  Pre-Association: Success  Association: Success  Security and Authentication: Success  List of visible access point(s): 14 item(s) total, 14 item(s) displayed         BSSID		BSS Type PHY	Signal(dB)	Chnl/freq    SSID ------------------------------------------------------------------------- 44-1C-12-16-E3-85	Infra	 <unknown>	-22		5220000	 Notyours-5G F0-F2-49-A6-3D-F8	Infra	 <unknown>	-79		11	 SHAW-A63DF0 70-F1-96-9B-98-02	Infra	 <unknown>	-84		11	 TELUS0717 D8-EB-97-32-E8-7A	Infra	 <unknown>	-84		5	 TRENDnet755_2.4GHz_R4UT 9C-1E-95-23-22-82	Infra	 <unknown>	-83		1	 TELUS2001 1C-AB-C0-8A-28-99	Infra	 <unknown>	-86		6	 ShawMobileHotspot 9C-1E-95-E1-CA-32	Infra	 <unknown>	-78		11	 TELUS1742 02-03-8C-08-B1-FD	Infra	 <unknown>	-32		1	 DIRECT-PHDESKTOP-6C0KM9Pms0S 44-1C-12-16-E3-7D	Infra	 <unknown>	-27		1	 Notyours 10-DA-43-C4-D0-64	Infra	 <unknown>	-89		1	 NTGR_VMB_1492654887 9C-1E-95-C3-E5-E2	Infra	 <unknown>	-88		1	 TELUS3238 F2-F2-49-A6-3D-F0	Infra	 <unknown>	-88		5745000	 SHAW-A63DF0-5G 1C-AB-C0-8A-28-98	Infra	 <unknown>	-86		6	 Saran 2.4 44-1C-12-16-E3-80	Infra	 <unknown>	-28		1	 (Unnamed Network)  Connection History   Information for Auto Configuration ID 10    List of visible networks: 14 item(s) total, 14 item(s) displayed   BSS Type PHY	Security	Signal(RSSI)	Compatible	SSID   ------------------------------------------------------------------------------   Infra	 <unknown>	Yes		100	Yes		Notyours-5G   Infra	 <unknown>	Yes		42	Yes		SHAW-A63DF0   Infra	 <unknown>	Yes		32	Yes		TELUS0717   Infra	 <unknown>	Yes		32	Yes		TRENDnet755_2.4GHz_R4UT   Infra	 <unknown>	Yes		34	Yes		TELUS2001   Infra	 <unknown>	Yes		28	Yes		ShawMobileHotspot   Infra	 <unknown>	Yes		44	Yes		TELUS1742   Infra	 <unknown>	Yes		100	Yes		DIRECT-PHDESKTOP-6C0KM9Pms0S   Infra	 <unknown>	Yes		100	Yes		Notyours   Infra	 <unknown>	Yes		16	Yes		NTGR_VMB_1492654887   Infra	 <unknown>	Yes		18	Yes		TELUS3238   Infra	 <unknown>	Yes		18	Yes		SHAW-A63DF0-5G   Infra	 <unknown>	Yes		28	Yes		Saran 2.4   Infra	 <unknown>	Yes		100	Yes		(Unnamed Network)    List of preferred networks: 4 item(s)    Profile: OutOfService     SSID: OutOfService     SSID length: 12     Connection mode: Infra     Security: No     Set by group policy: No     Connect even if network is not broadcasting: No     Connectable: No      Reason: 0x00028001    Profile: Notyours-5G     SSID: Notyours-5G     SSID length: 11     Connection mode: Infra     Security: Yes     Set by group policy: No     Connect even if network is not broadcasting: No     Connectable: Yes    Profile: Notyours     SSID: Notyours     SSID length: 8     Connection mode: Infra     Security: Yes     Set by group policy: No     Connect even if network is not broadcasting: No     Connectable: No      Reason: 0x00028001    Profile: Notyours 2     SSID: Notyours     SSID length: 8     Connection mode: Infra     Security: Yes     Set by group policy: No     Connect even if network is not broadcasting: No     Connectable: No      Reason: 0x00028003   Information for Connection ID 15  Connection started at: 2019-02-09 00:46:22-652   Auto Configuration ID: 10   Profile: Notyours-5G   SSID: Notyours-5G   SSID length: 11   Connection mode: Infra   Security: Yes   Pre-Association and Association    Connectivity settings provided by hardware manufacturer (IHV): No    Security settings provided by hardware manufacturer (IHV): No    Profile matches network requirements: Success    Pre-association status: Success    Association status: Success     Last AP:  44-1c-12-16-e3-85   Security and Authentication    Configured security type: WPA2-PSK    Configured encryption type: CCMP(AES)    802.1X protocol: No    Key exchange initiated: Yes     Unicast key received: Yes     Multicast key received: Yes    Number of security packets received: 0    Number of security packets sent: 0    Security attempt status: Success  Connectivity    Packet statistics     Ndis Rx: 77     Ndis Tx: 0     Unicast decrypt success: 116     Multicast decrypt success: 0     Unicast decrypt failure: 0     Multicast decrypt failure: 0     Rx success: 0     Rx failure: 0     Tx success: 327     Tx failure: 3     Tx retry: 0     Tx multiple retry: 0     Tx max lifetime exceeded: 0     Tx ACK failure: 0    Roaming history: 0 item(s)   Information for Auto Configuration ID 9    List of visible networks: 0 item(s) total, 0 item(s) displayed    List of preferred networks: 0 item(s)   Information for Auto Configuration ID 8    List of visible networks: 0 item(s) total, 0 item(s) displayed    List of preferred networks: 0 item(s) 
Informational
Diagnostics Information (Wireless Connectivity)
Details about wireless connectivity diagnosis:   For complete information about this session see the wireless connectivity information event.  Helper Class: Auto Configuration  Initialize status: Success  Information for connection being diagnosed  Interface GUID: 45d472fa-7120-4df9-8ca6-322be2310d83  Interface name: Killer Wireless-n/a/ac 1535 Wireless Network Adapter  Interface type: Native Wi-Fi  Result of diagnosis: There may be problem   
Informational
Diagnostics Information (Wireless Network Adapter)
Details about wireless network adapter diagnosis:   For complete information about this session see the wireless connectivity information event.  Helper Class: Native Wi-Fi MSM  Initialize status: Success  Information for connection being diagnosed  Interface GUID: 45d472fa-7120-4df9-8ca6-322be2310d83  Interface name: Killer Wireless-n/a/ac 1535 Wireless Network Adapter  Interface type: Native Wi-Fi  Profile: Notyours-5G  SSID: Notyours-5G  SSID length: 11  Connection mode: Infra  Security: Yes  Connect even if network is not broadcasting: No  Result of diagnosis: There may be problem   
Informational
Network Diagnostics Log
File Name:80BDE033-F464-43D5-B967-397138147D46.Diagnose.0.etl
Informational
Other Networking Configuration and Logs
File Name:NetworkConfiguration.cab
Collection information
Computer Name:LAPTOP-MS5S7N3G
Windows Version:
10.0
Architecture:
x64
Time:
Saturday, February 9, 2019 12:47:04 AM
Publisher details
Expand
Windows Network Diagnostics
Detects problems with network connectivity.
Package Version:
4.0
Publisher:
Microsoft Windows
Labels (2)
10 Replies

Re: connection CONSTANTLY disconnects/drops

Not applicable

Have shaw 300  for 2 weeks and constantly having to reset the modem. I have the internet for 1 0r 2 days then no internet. I go to bed, I have the internet, wake up in the morning and no internet. I am so frustrated and calling support does not help, just get more frustrated. Have to wait 7 to 10 days for a tech to come to the house. Telus is looking pretty good right now.

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It’s awful. I connected my internet 600 in March and I’ve...

Lpcoffey
Grasshopper

It’s awful. I connected my internet 600 in March and I’ve had the same experience. This is SHAW’s best? Really?

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are you noticing disconnections over WiFi or are direct e...

Moderator
Moderator

@Lpcoffey are you noticing disconnections over WiFi or are direct ethernet connections affected as well? What troubleshooting steps have you tried so far?

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Had this same problem in Okotoks. Constant disconnects an...

CanRider
Grasshopper

Had this same problem in Okotoks. Constant disconnects and stuttering on what is supposedly a great plan.

Overall, not thrilled with Shaw the past couple months.

0 Kudos
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I’ve power cycled the router, swapped in new cables, and...

Lpcoffey
Grasshopper

I’ve power cycled the router, swapped in new cables, and contacted support for related issues. It often happens late at night when I can’t ask support what’s going on. 

0 Kudos
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Having the same issue I will be playing a game and the in...

Hailee
Grasshopper

Having the same issue I will be playing a game and the internet will just drop and I unplug the cable and the power source and wait to plug them back in. But then still nothing.

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>  It often happens late at night when I can’t ask suppor...

mdk
Grasshopper

>  It often happens late at night when I can’t ask support what’s going on. 

Shaw offers 24/7 support. When the local call-centre is closed, your call is routed to a different call-centre.

It could be a "clock" problem -- if your computer's clock is wrong, or the clock inside the Shaw router is wrong, then you "lose" the right to use the dynamic IP-address after a period of time.  For example, my HITRON router gave my computer the following "lease" information

IPv4 Address: 192.168.0.13

Lease Obtained: October-05-2019 07:41:19 PM

Lease Expires: October-09-2019 07:52:30 AM

This is the output from the IPCONFIG /ALL    command.

i.e., a lease that was obtained when I powered-on my computer on October 5, and has been repeatedly "renewing" since then.

The protocol for "renewing" a lease is for your computer to calculate (using your computer's clock) when the lease is down to 50%, and then to issue a "renew" request at that time.  There are other milestones for making more attempts to "renew" -- closer to the expiry date/time.

But, if your computer's clock is wrong, the calculation of the date/time for that 50% level will give a wrong result, and could result in the "renew" request never being issued (or issued a long time in the future).  The effect of the lack of a timely "renew" will cause Shaw to "drop" your connection.

So, check your computer's clock.

Also, login to your router, and check its clock.

 

 

 

 

 

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it may be a signal related issue. Have you tried swapping...

Moderator
Moderator

@CanRider it may be a signal related issue. Have you tried swapping the coax cable / ensure it's a direct connection to a wall outlet?

 

@Lpcoffey if it is affecting both connections, it may be an area issue that needs resolving. Contact us so we can schedule a technician to check for any noise in the area or connection issues to your home.

 

@Hailee do you notice the light on the top of your modem go out or does it stay solid white? What other troubleshooting steps have you tried?

 

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I am SOO frustrated with the exact same issues- it is mak...

RRM
Grasshopper

I am SOO frustrated with the exact same issues- it is making me crazy! C'mon Shaw- You have to do better....

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