is the new XB7 modem going to give me more coverage than...

JyL
Grasshopper

is the new XB7 modem going to give me more coverage than the blue curve?  from just 2 weeks, I don't think it's any better in term of range, 

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All technician should do the same set of trouble shooting...

JyL
Grasshopper

All technician should do the same set of trouble shooting protocol?

I am not sure why,  the tech that just came to my house, not listening to what I said, the previous tech did,  said found the signal bad on his device, so insisted on going to my panel, only did a very bad job, took out the panel and switched the cable positions on the splitter and said would work, completed screwed in my panel cover in the wrong place.  

when he checked the signal again, still same problem, then he took out the cover of the outlet and terminated the cable again, well, same problem.  And at the end, he checked the box at the back of the house, and found the cable at the back alley connection to the pole, also, had the same issue.

Wouldn't that be the fist thing they checked, instead of spending an hour doing all those?

And I was like, so after all this time, it could be the Shaw cable on the pole that's the issue, but none of the other 12 techs ever bothered to check?

I just hope that's the case, and my problem could finally be fixed, but I am just so disappointed at how Shaw has been handling everything, if it turns out that's really the case, wasted a year of my time and endless hours waiting for tech after tech.  

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And I was like, so after all this time, it could be the S...

rstra
Grand Master

@JyL And I was like, so after all this time, it could be the Shaw cable on the pole that's the issue, but none of the other 12 techs ever bothered to check?

Yup. The connector at the pole and the drop is most likely the first to go because of exposure to the weather. Your technician did everything right, except the thing with the smart panel cover. If I came across an issue that was intermittent, I would change all connectors and splitters from the device back to the pole. 

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What I don't get is, when I did a ping test on a wired co...

JyL
Grasshopper

What I don't get is, when I did a ping test on a wired computer and wifi computer, the wired computers shows max speed without drops, but the wifi one always have issues, so I actually don't get why the connector at the pole would be the issue, if there is issue, wouldn't the wired connection have the same issue?

The tech seems to be suggesting that the wired connection, is coming through a different channel from the wifi.  He said, there are 3 different services, coming from the coax cable, the phone, the TV and the internet, and the test for both the phone and TV passes, but the internet keeps on failing.

It just seems so strange to me, why only the internet is failing, maybe that's why all the other techs didn't even think about the connector at the pole could be the issue?

 

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Is there any lawyer out there that's watching this?  I am...

JyL
Grasshopper

Is there any lawyer out there that's watching this?  I am really getting fed up with Shaw now.  Everything is going in circle.  It actually happened couple times now in my year long battle with them on this issue.  After the escalation made 3 weeks ago, I have been calling once a week to see when they are going to send someone, but yesterday, was told the there is no active case in my file, and asked me to explain everything again and would try to help me.  I asked for a manager, and was rudely hung up because I didn't want to explain everything again.

 

Today, I called again, and gave all the details, even the tech's phone number that came to my house, and this time, the agent said found the escalation, but it was closed.  I asked what was done, when was done, but no information was able to provided, I demanded that information from a manager, then was told, the ticket was closed  9 hours ago, I called at 11AM, so I asked, so a tech worked at 2:00AM and completed the job,  I was told if problem still there, he could schedule another tech for me, which I just got so angry.  It's the 15 techs, and 4th escalations.

I really wanted to change, but billing said, I won't get a dime in compensation until the tech fixes my problem.  Not to mentioned the couple hundreds of hours I spent, and over $1,000 in extenders, ranges, routers, which billing said, well, those were recommendations, I didn't have to do it, so Shaw is not going to do anything, and until the problem is fixed, they are not going to do anything about my bills.

I asked for email correspondences, so I have paper trails, couple times, but all refused to send me emails.

 

It's like I am just stuck with this problem, maybe until I gave up my claims

 

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