Hello everyone.
I signed up with Shaw Fiber+300 internet for 3 weeks now. My first week experience was fantastic. I had a great technician come by and installed my connection. I get a solid 300 download and 100 upload, which is as advertised, A week after that, my internet upload started to fluctuate from 100 to all the way down to 0 every time. I called technical support and we did some simple troubleshoot of unplug and re-plug the power. It worked for a good 10 minutes than goes back to the usual 10 upload or lower.
The second agent I connected to did the same troubleshoot. This time, that person was able to see that there is an issue. They did a refresh on their side and on my modem. It did work for an hour but then goes back to the usual fluctuation of upload rate.
The third agent I called then set up an appointment for the technician down the following 2 days. The technician that came by was very friendly and tested all the cables outside and inside. He replaced the cables and we both did the testing on my internet. Turns out, there still an issue and he made a note of that. He then saw that there is a "noise" that is causing interference in the area and made a note to headquarters that it needs to be check.
Forth agent for the following next two days told me that the issue still needs to be resolved and told me that there is nothing I can do but to wait for a few days. After monitoring the outages online on the Shaw website, the issue on the website posted got resolved and my internet upload still disconnects and fluctuates.
For the fifth agent, I went online because office hours was closed for my region. The person was very straight forward and was unhappy with what they are seeing in the testing results on their side. The told me they will send the third technician down in the following 2 days. The technician came and replace the outside internet cable which feeds into the house. I was willing to cooperate and decided to eliminate all other factors by directly connecting that new cable line and feed it directly to the modem. He stated that the cable line in the home could be old and it is better just to directly connect the new line outside straight to the modem inside - instead of through the outlet in the wall. We then test the connection and it is still the same issue. Seeing my results, he said that usually fiber+300 is only 15 or 25 mb upload and the FiberGig is 100 mb. I told him that it cannot be because I have had steady 100 mb upload the first week when it was installed and the advertisement stated that the Fiber+300 and FiberGig had the same up to 100 upload based on the area. With all the agents I spoke to have checked and for my area it is 100 upload. After that the technician stated that there's nothing else he can do and left.
The sixth agent I called was not very helpful. She sounded very tired and did the same troubleshoot. She then tells me that there's nothing she can do except book another technician. At that point, I was very irritated but remained calm and patient. I understand that its a different agent everytime, so I suggested to her that at this point I want a manager or someone who is very experienced troubleshooting this. She said that there's no one that can help me and for me to just "hope" that this other technician can figure it out.
Pretty much at this point I feel hopeless and cannot find a place that can help me. They told me that I am the first to prioritize upload and not download. I do tell them that I do make video calls to my family overseas and stream online with them. With the upload keeps disconnecting. I am unable to make proper video calls, stream or even work from home. This issue is still ongoing and I am stuck waiting for another technician for the following 2 more days.
> Can you run more tests to the Shaw Speed Test server, i.e., daytime, early evening, late evening, to show the time-of-day when the "slowdown" occurs?
Both Shaw and Telus are approximately 5km away and get the same speed in both download and upload. Even the technician that came over told me that either one is fine. That is why you see me selecting either one or the other and not the other 10 that is on the list.
I do keep track of the time of day on my phone as well. This is just the result I am getting on my desktop and as much it is very random when the upload drop happens. If I am lucky I can possibly get 1 hour to 3 hours of the day with stable upload speeds of 100 without dropping below 10 or to 0 upload speeds. I thought about the time of day traffic would occur most but that was voided. If anything, my download speed would affect the most during those hours but it does not. It remains always 300 average without ever dropping to 0.
