connection CONSTANTLY disconnects/drops

[teckyb]

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

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
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

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

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

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

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)

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

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

Network Diagnostics Log

File Name: 80BDE033-F464-43D5-B967-397138147D46.Diagnose.0.etl

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

Windows Network Diagnostics
Detects problems with network connectivity.
Package Version:	4.0
Publisher:	Microsoft Windows

[#2]

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.

[Lpcoffey]

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

[shaw-tony]

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

[CanRider]

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.

[Lpcoffey]

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. 

[Hailee]

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.

[mdk]

>  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.

[shaw-tony]

@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?

[RRM]

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