Internet Speed and Multiple Other Issues

[stevendrowe]

I've been performing some speed tests on our Internet 300 contract and on average we get 120 download and 15 upload, we are in SurreyBC. The download concerns me a lot. However, there are other issues we have that is making Telus seem quite compelling right now.

Other issues

1. Subtitles are corrupted on Netflix via Blue Curve. Shaw promised to get back to me but it's been literally months now and I'm fed up to the teeth about reminded them. I asked Shaw about this about a year ago, they said it's not them, I had many conversations with Netflix but when I took Netflix off Blue Curve and onto my Smart TV I realised that Shaw was actually the problem.

2. Some US channels often come through corrupted, including video and audio. This is only through the TV not their app. Logged this with Shaw multiple times, mostly they ignore me not believing it's true and when they do promise to look into it they never get back to us.  This has been going on for 2+ years.

3. I've recently had a disappointing experience having to deal with Shaw Business, part of what we used them for we've managed to migrate to another supplier which is MUCH better.

Anybody else having these frustrating issues with Shaw? Since Telus has its fibre service here is it worth moving?

[mdk]

@stevendrowe -- if you are using a computer with a CPU of at least 2.5 Ghz, then with "Internet 300", and with a "wired" (Ethernet) connection, you should be getting 300 Mbps download, and 15 Mbps upload. If you are only getting 120 Mbps, something is wrong, and you should contact Shaw, and get them to trouble-shoot.

Typical suggestions:

1. Unplug your cable-modem from the AC power, reconnect it, and let it completely restart.
2. Try a different coaxial-cable between the cable-modem and your wall-port.
3. Try a different "CAT-5e" (or "CAT-6") Ethernet cable between your cable-modem and your computer.
4. If using WiFi, swap-out any "Wireless N" network adapter for a "Wireless AC" network adapter, to get up to 1300 Mbps/second.

Note that this week, Shaw announced that customers in some areas using the BlueCurve cable-modem can now get up to 100 Mbps upload speeds. Contact Shaw, to see if this upgrade has been rolled-out in your part of Surrey.

Note that "corrupted audio and video" is a "signal-strength" issue. Contact Shaw, to get them to remotely logon to your PVR (or your cable-modem) to measure the signal strength, and other values.

[rstra]

The issue with Netflix subtitles is a known issue and is related to the BlueCurve platform, hopefully Comcast gets it resolved soon. 

As per @mdk suggestion, that is a signal problem with the channels and most likely requires a service call. 

[stevendrowe]

Thanks, appreciate the response.

As I said we've been going back and forth with Shaw for over 2 years about the corrupted audio and video issue, nothing they have done fixes it, and now we are just ignored. So, I expect their infrastructure here is less than adequate.

120 Mbps is the max we are getting, most often it is 100 or less. Right now its 101.

I really have to psyche myself up to contact Shaw, again and again and again, we've been with them for so long but losing the will to live.

[stevendrowe]

Thanks @rstra, it would have been nice of Shaw to advise me it's a known issue, first time I've heard that, every time I've been in contact with them they've told me to go to Netflix or say they've never heard of it happening before. Geez.

[rstra]

Yes, lack of communication going on. Comcast Xfinity and Rogers Ignite customers are experiencing the same problem. Kind of ruined Unorthodox for me.

[stevendrowe]

When Shaw told me it had nothing to do with them, which they told me again tonight as I discuss it with them on Twitter, I spent a huge amount of time sending feedback to Netflix on every single show we watched and when there was a break or corruption in the subtitles. We spent weeks giving them feedback. Netflix did some testing, they even went back to the program makers to question them.

Now I learn from this forum it's a known issue that Shaw could have told me about ages ago, and they still deny its a known issue, really drags me down that I am so stupid using this company.

[khanan]

I have the same problem as in #1,2 and#3. Fedup with the excuses ,last 2 years.will move to another provider when term expires.Service is lousy.

[mdk]

@khanan -- will move to another provider when term expires.Service is lousy

You might not have to wait. Twice in 2020 (once pre-COVID, once in October) sales-persons from Telus offered to "buy-me-out" of my Shaw two-year Value Plan, by giving me up to $200 in TELUS "credit".  Ask Telus for that offer, to ease the financial pain of paying the cancellation fees to Shaw.

[stevendrowe]

As of today, 22 November, the issues I described in my initial question are still occurring. Such as speeds dropping from 300 to 90 on some days, today it was down to 200. First time I called them some weeks ago I got "let me fix that for you and it was back up to 300 in 2 minutes" but now I get different answers "getting 200 is still pretty good for a 300 plan" then saying "you need to upgrade to 750 to get at least 300" and told the usual "reboot your modem" etc which never fixes it. Eventually, the speed returns to 300.

The other issues like picture and audio break up still happens now and again. Netflix subtitles not working continues, they are still saying "its nothing to do with us" despite other Shaw customers saying there is a known issue. Once they said "oh we know about an issue around Netflix" but refused to provide me with details like its some state secret. Note we view Netflix through our SmartTV now which works great unless the speed goes down to 200 then it stalls.

Shaw either isn't addressing the issues I communicate with them and/or not providing me with the information they are telling others. Each time I contact them I have to go through and re-explain the issues as they have no customer ticketing system for me to refer back to them or re-open and old ticket. Really annoying.

In our gated community 70% of people are now on Telus, quite a significant number of people moved to them when fibre was installed. 

I am out of contract and didn't want to move to Telus while the pandemic was on but I am seriously tempted as we have our mobiles with them and their offers are becoming more tempting. I understand Telus customer service is just as bad but the infrastructure I understand from neighbours are more reliable then Shaw.