Hi , I can only speak for the Netflix part of your issue...

[g-idk]

Hi @stevendrowe , I can only speak for the Netflix part of your issues, when Shaw says "It's nothing to do with us", they are not actually lying to you.  The problem rests with Comcast/Xfinity in the United States, they own and license out their hardware and core software systems to Shaw for the Blue Curve System, and Rogers for the Ignite System.  So we have to wait like good little boys and girls until Comcast issues some kind of fix for the Netflix subtitles.  We had to wait until just recently for Comcast/Xfinity to fix the Adobe Flash requirement for the streaming platform website, people from Shaw, Rogers, Xfinity were all complaining for months to get them to switch to HTML5 before the deadline.  Sorry I can't help with your other issues though.  Good Luck and Stay Safe. 

[stevendrowe]

Hey @g-idk, I raise it with Shaw every now and again to see if they actually going to be honest with me and tell me what's going on.

This is a close as I got to them telling me what's going on which doesn't tell me anything really:

As I feel they aren't open about this I wonder what else they aren't telling me or fobbing me off with. If they are open about the subtitles it wouldn't send customers like me into a tiz and wasting weeks and weeks with Netlfix trying to resolve an issue. There are two other conversations in this community like this (such as this one) where they have encouraged @shaw-tony to respond but he never did. I wonder why? Maybe it's super top secret not to be divulged to stupid customers like me.

We lived in Denver and had the Comcast system, didn't really experience any issues there. Sigh.

[g-idk]

Hi again @stevendrowe ,  wow guess I opened a can of worms.  I don't really think the average Shaw customer has any idea that the Blue Curve System is the Xfinity System, just re-branded. Oh and the issue is affecting Xfinity Netflix App as well of course.  I'm not a Shaw Employee nor have I ever been but I'm still sorry for the run around that you were put through.  I wish I could answer why they can't tell you and no your not a stupid customer , maybe it's just policy not to mention the Comcast/Xfinity connection.  I hope it all gets worked out for you, sorry I'm not a tech to help you with those other problems you are having.  Stay Safe. 

[mdk]

@stevendrowe 

> I get different answers "getting 200 is still pretty good for a 300 plan"

Nonsense. I get 300+ on my Shaw "Internet 300" (grand-fathered) plan, through my HITRON cable-modem.

> then saying "you need to upgrade to 750 to get at least 300"

More nonsense.

> Eventually, the speed returns to 300. The other issues like picture and audio break up still happens now and again.

I presume that there is exactly one coaxial-cable between the nearest telephone-pole (or whatever "distribution box" you have in your gated community) and Shaw's "demarcation box" -- on the outside wall of your home, or maybe just inside your garage.  Inside that box, presumably there is a coaxial-splitter, with one coaxial-cable running to your Shaw cable-modem, and additional coaxial-cables running to wall-ports, where your Shaw PVR is connected.

So, if that "run" of coaxial-cable to your cable-modem is problematic, experiment by moving your cable-modem to a different wall-outlet, and running the Shaw Speed Test. If the results are no better than its current location, the conclusion is that the inside-the-walls cable is NOT the problem.

Do a similar "try-a-different-wall-port" experiment with your PVR.

If both your Internet and your TV have problems at the same time (slow Internet and audio/video breakup), then the problem is either the coaxial-splitter inside that demarcation box, or the coaxial-cable from that box to the telephone-pole/distribution-box.  This is something that a Shaw "line technician" should be dispatched to trouble-shoot.

> I am out of contract and didn't want to move to Telus ... but I am seriously tempted as we have our mobiles with them and their offers are becoming more tempting. 

You're at the ideal point to "switch" to TELUS. Be sure to ask TELUS to "bundle" your cell-phone billing with your TV/Internet billing, to get a discount.

If you have any recorded content on your PVR, you'll lose it, when you return a "rented" PVR to Shaw.

Be sure to get receipts for any equipment that you return to Shaw, to avoid any claim that you have not returned it.

If you are a user of the Shaw Go WiFi hot-spots, you'll lose that access. Telus does offer the free "#TELUS" WiFi network, but in fewer locations than Shaw.  However, during the current COVID-19 pandemic, the "ShawGo" WiFi network is free for all, but seems to be only 5 Mbit/second.

If you have an '@shaw.ca' ID, switch now, e.g., GMail or Hotmail or Yahoo. You will probably need to get an '@telus.net' ID, to use their online account-management web-site, but you don't have to use it, day-to-day.

Can you ask a favour of your neighbour with TELUS Internet, namely to temporarily use their WiFi to see how "stable" that Internet service is?

[stevendrowe]

Thanks for the great response @mdk.

We've had two Shaw engineers out already. One tinkered with the point that comes into our home stating there was an issue that was fixed but we've not really seen any improvement. They gave us a new TV box as they said the first one might have been faulty, the problem still exists. The TV channel break up and internet slowing down never happen at the same time. Because more people are turning to Telus I expect Shaw is not bothered in allocating time/money to us.

There is a central building on the complex that has a Telus business account going into it, I will test that out. Great thinking, I should have thought of that one.

We have nothing on PVR. I have my own domains for email. We don't use WiFi hot spots. Telus gives a site discount as well since there are 70% or more with them. There are 4 Shaw customers in our building left, out of 30 apartments. The only complaints I've heard about Telus are customer service and billing. I've never had to contact Telus customer service regarding our mobility account, which is where I would ideally like to be with cable too.

When we lived in Kerrisdale the building had Shaw, they moved to Telus and everyone said they are so much better. We've had hit and miss service from cable providers globally; Virgin in the UK was awful, Cox in Washington DC was good, Comcast in Denver was ok but their street infrastructure was very outdated compared with Verizon.

Thanks.

[stevendrowe · Accepted solution]

I cancelled Shaw and now with Telus.

I gave Shaw every opportunity to resolve issues, 3 years, and don't appreciate being lied to. I gave them plenty of opportunities to be upfront with me but they never did. I had hoped to hear from @shaw-tony on here but nothing.

All has been great since we've been with Telus, seems to be much more stable than Shaw. I expect being on Telus fibre makes a lot of difference.

I probably should have done this some time ago.

Thanks to everyone for their help on here.

[shaw-tony]

@stevendrowe I'm sorry to hear you leave us. I investigated this issue and wasn't able to come up with any results as there aren't any known issues. I've also been unable to replicate this using my personal and colleague's setup. In order for us to escalate and resolve this matter, live examples are required. If you ever need anything else, don't hesitate to reach out.

[stevendrowe]

I sent Shaw live examples.
One of your colleagues promised to get back to us but never did despite several reminders from us.
Another colleague said there is an issue with Netflix, I asked what it was and refused to elaborate. If you search this forum people will say there is a general issue with Netflix re the Comcast/Xfinity system that Shaw and Rogers are waiting for a fix. We used the same system in Denver and there was no issue there. Some else told me it's a bandwidth issue. Netflix worked on our SmartTV but not via BlueCurve. So, who knows.
Regarding the poor TV audio and video quality, often cutting out, when we first reported that...oh, 2+ years ago, no one in Shaw believed me and just wrote it off despite sending in recordings I sent you. Eventually, I was able to get someone there who did believe me but the fix never worked and when following up with you I was made to feel like just a stupid nuisance customer.
I tagged Shaw into this forum post some time ago but no one ever picked it up until it was too late. Shaw was tagged in a similar forum query about Netflix but didn't answer there either.
While it's too late to do anything now maybe there is a take away for Shaw from my frustration but at the end of the day there are more important things to worry about than a bad cable provider experience.