A lot of what could be happening depends on what level of customer your company is. There's basic business which is just a glorified version of the home service, all the way up to service for big businesses.
Guessing that you are likely a small to medium sized business, you might want to have your boss look at other options. Shaw does have business services, as do many other companies. My company recently went with Q9 Networks; which is nice because there is triple redundancy for Internet. IIRC not only do we have 2 hops onto the Seattle gateway, but we can also get on via Minneapolis too if needed.
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