Intermittent Loss of Connection (Multiple times per day)

[sclowater]

Hard disconnect for a few minutes during the period on the right side.  For a point of reference, that's exactly what it looks like if I physically disconnect the coax from the modem. (except that it's connected)

[shaw-tony]

 Looks like the noise issue did come back. Our technical teams are investigating right now. Tracked under: INC0597663 for your area. Thank you again for your patience.

[sclowater]

shaw-tony‌ is that reference number something I can track anywhere?  I didn't see anything posted on the maintenance site and this has been going on for me for weeks now.  I started to show symptoms again within 24 hours of it being fixed last time and it's been all over the map since.  It shows as an intermittent problem so contacting support/having techs out has been an exercise in futility and frustration but I shouldn't have to babysit my connection for it to be stable.

[sclowater]

The saga continues, the outages persist with no end in sight.  I had 4 or 5 hard outages the other night and then a few forced modem reboots to top it all off.  Few more last night and then at least one so far today.

I'm now exploring alternatives.  I've been a Shaw supporter for the past 20 years straight but there's a point that you just have to say it's not worth it.  The sticking point was having 3rd party accounts tied to my shaw email but I'm well down the path of breaking those dependencies.

[SHD_Agent]

Hi there! I'm having similar issue as yours; My gateway (CGM4140COM) starts to have intermittent packet loss during certain period of time (~20% packet loss rate) since July; I have two Shaw technicians came to my apartment (installed a 1GHz noise filter and replaced my gateway) but the issue persists. The packet loss usually happens during 5:00~8:00 a.m. and 4:00~8:00 p.m., occasionally at midnight. Here are some observations from my own, where some of them may be different than yours:

1. The gateway does not have deteriorated SNR nor Uncorrectable Codewords; both upstream and downstream are locked;

2. 0% packet loss all the time to the gateway (10.0.0.1); the packet loss appears at the second hop (68.149.0.1) all the way to the destination;

3. The packet loss usually lasts for 10~15 seconds every minute or so;

4. The problem appears on both wired or wireless devices;

5. Primitive debugging procedures (restart gateway, disable Wi-Fi, factory reset gateway, replug coax cable, turn off the gateway for half a day etc.) have been done multiple times but the issue persists.

I've attached few images describing the issue:https://imgur.com/a/eV9pEos

Edit:

While I'm browsing the forum, there are also quite a few guys have the similar problem in the recent weeks: 

https://support.shaw.ca/t5/internet-discussions/frequent-lag-spikes/td-p/1835

https://support.shaw.ca/t5/internet-discussions/internet-packet-loss/td-p/2313

https://support.shaw.ca/t5/internet-discussions/internet-cutting-in-and-out-every-night/td-p/19

https://support.shaw.ca/t5/internet-discussions/random-total-throughput-dropouts/td-p/3582

It seems it's a widespread problem; afaik both Calgary and Edmonton areas are affected; I really hope this can bring shaw to attention and find a solution to make all of us happy.

[shaw-tony]

@sclowater I reviewed the tracking number and the investigation came up with no issues again. At this point, I'd recommend contacting our customer support teams to schedule a technician to review the connections on-site and to submit a maintenance referral to check the lines in the area.

[sclowater]

In the end I got tired of fighting this and I went elsewhere.  Running the same router as I've always had my ping to speedtest is 1ms and I'm pulling 700+down and I've seen upwards of 800up.  Connection has been rock solid with no dropped packets.

[cg_user]

was this ever resolved?  I have this issue.

[shaw-tony]

@cg_user can you provide me details to when you are noticing issues (anytime or specific times) and what troubleshooting steps you've tried?

[cg_user]

Thanks for the reply.  I get it specifically between 4am-6am on weekdays only.  Intermittent packet loss of 10-20% to the first gateway.  Bluecurve modem on Internet 600.  Noticed it after switching from 300 to 600 in May/June.  Pastebin of latest my ping logs at https://pastebin.com/MBYD0jc7 

I have two more troubleshooting steps before contacting support, I'm going to monitor the SNR, channel locks, and uncorrected codes during the next event and then try switching out of bridged mode and back to gateway mode as a test workaround

I guess my issue is more closely related to the other post about Thu 4am losses https://support.shaw.ca/t5/internet-discussions/intermittent-packet-loss-unresolved-since-june/m-p/9...

so I'll follow updates there.