I am in Maple Ridge BC.We have been experiencing these very same things on our TV (pixelation, muting, freezing, speaking and voices not in synch) for every channel EXCEPT the single one we pay extra for -- HGTV, for well over a month now; and we have been losing our internet multiple times daily. I have been hesitant to call Shaw, simply because it usually takes so long to get through the queue and I was not certain of the problem in order to report it (as it would often go away for a time so I learned to wait it out); but then we were losing our internet (or Wifi) during our work/university online calls. Phone support has been inconsistent (mostly unhelpful, as we are being told that our connections appear fine!!). I have made several reports to Shaw this week with regards to the aforementioned issues; on one occurrence the phone support person said everything "appeared" fine with our connections, even though I said to her that we have been losing our network several times that day but it was CURRENTLY connected. She then said they could send out a technician, and we would possibly be BILLED for the service!! I told her in no uncertain terms that I was not going to pay for a technician to come out and check their own faulty equipment. The tech who came out was very helpful, informative, and found a commonly known issue with the firmware in the modem. He clearly stated that he 'believed' our problem should be resolved, but he also stated that he could not guarantee the problem would not return, and that the modem may need to be replaced if problem persists. I appreciate that kind of honesty! That is what I want to get from PHONE SUPPORT!! But instead I get this guarded script. Our latest problem was yesterday (Tues March 16) at approximately 12:25pm, we we again lost our internet connection during a Zoom call. Connection returned and dropped again several times in the next 15 minutes. Speaking to Shaw (again) and after telling me that my equipment seemed to be fine, they declared that there appeared to be a 'partial outage' in our area affecting several customers. I did not hear anything from them for several hours, and our problems persisted. I still do not see anything on the Shaw website declaring any outage in our area, but another call to Shaw Tuesday night tells me that the phone support tech that told me about the partial outage earlier that day will call me back within 24 hours with an update... IF he is back on shift today!
Like all of you, we are paying quite a bit for equipment and service that Shaw is espousing as quality and dependability; I would like them to back that up with the service. I do not fault Shaw (nor other companies) about line issues in the community or weather-related interference, but please back up your claims and your equipment with fast and honest service! We are not getting the consistent service that we are paying for. With the upcoming potential merger of Telus and Rogers, I am concerned for the options we might have for service providers.
