Shaw Internet - Magical New Speeds and Lots-o-bandwidth, fickle geeks appeased

[TurnedTheCorner]

Just upgraded to Broadband 50 and picked up the SMC gateway. It seemed flaky during set-up, as the pamphlet seemed to suggest it would be in gateway mode from the get go. Tried using it without my existing router, and never connected. Wired it from the LAN4 port into the Internet port on my existing router, and suddenly got connectivity. Weird. All this before their tech support could get back to me.

So now I'm consistently getting 30+ mbps on my DL on speedtest, and consistently 2.9+ mbps on my UL. Satisfied.

[sclitheroe]

Here is a link to the manual for the SMC. It contains useful information on what the status lights mean, which isn't documented in the pamphlet included in the box from Shaw. Of particular note is when the DS and US lights are both blinking, indicating operator maintenance (I believe this means the modem is retrieving its configuration from Shaw, which I saw for a couple minutes on first setup), as well as light colour indicating when you are in bond mode, indicating you have more than one downstream or upstream channels active. I think you need a minium of two downstream channels active for 100 megabit, so the 100 down 5 up is one blue light and one green light.

http://www.clitheroe.ca/misc/supportarticle2571.pdf

[Meelapo]

I received my modem last night. I called on Monday and they said they ran out of modems and wouldn't have them till the middle of August but I guess they made more quickly.

Anyway, it was a straightforward install though I had to wait over one hour on hold for them to activate the thing. Once they did it took about 10-15 minutes to download the new firmware and I was good to go.

One thing I should mention was that the wireless and routing features were on by default. According to the Shaw guy that I spoke with this morning this is how they come from the factory. In order to disable this you need to log into the administration console and there should be some options. They called me back while I was driving (I was using the hands free!) so when I get home I'll try it out.

I did a bunch of speed tests and I was averaging roughly 33-38 Mbps. Not sure if this is what I should be expecting with Broadband 50 but I hope the speeds pick up. I was hoping that I could watch 1080P movie trailers immediately rather than waiting for them to buffer (from Apple movie trailers) but that wasn't the case.

[sclitheroe]

Originally Posted by Meelapo

In order to disable this you need to log into the administration console and there should be some options. They called me back while I was driving (I was using the hands free!) so when I get home I'll try it out.

I'm fairly certain this is incorrect - there is no way to enable bridge mode from the customer supplied login to the admin page on the device.

I switched over to the Shaw Plan Personalizer plan, and my modem was reverted to routing/wifi mode inadvertently. Tech support initially had me login to the wireless and access the config page looking for a bridge mode option before they realized its not available/configurable by end users. They have to push the bridge mode config from their end - the process can take 20-30 minutes before the modem picks up the change. If the wifi light is on on the SMC modem, its not in bridge mode.

On a positive note, the tech I dealt with indicated she'd hold the support ticket open until she saw the modem change config, and would call back to confirm it was working on my end when she did, and true to her word, the modem kicked into bridge mode on its own, and she called back about 5 minutes after that to confirm it was working how I wanted. I was absolutely shocked at that level of customer service, and very happy with how it all went.

[TurnedTheCorner]

Originally Posted by Meelapo

I received my modem last night. I called on Monday and they said they ran out of modems and wouldn't have them till the middle of August but I guess they made more quickly.

Anyway, it was a straightforward install though I had to wait over one hour on hold for them to activate the thing. Once they did it took about 10-15 minutes to download the new firmware and I was good to go.

One thing I should mention was that the wireless and routing features were on by default. According to the Shaw guy that I spoke with this morning this is how they come from the factory. In order to disable this you need to log into the administration console and there should be some options. They called me back while I was driving (I was using the hands free!) so when I get home I'll try it out.

I did a bunch of speed tests and I was averaging roughly 33-38 Mbps. Not sure if this is what I should be expecting with Broadband 50 but I hope the speeds pick up. I was hoping that I could watch 1080P movie trailers immediately rather than waiting for them to buffer (from Apple movie trailers) but that wasn't the case.

If you're connecting wirelessly, expect your speed to be about what you're getting. If you are connected via ethernet, you should be getting much closer to 50.

[Meelapo]

Originally Posted by sclitheroe

I'm fairly certain this is incorrect - there is no way to enable bridge mode from the customer supplied login to the admin page on the device..

You are correct. I called again and they had to do it on their end. I spoke to them about the speed issues and they said there is a known issue in my area that they are trying to fix. They don't know what's wrong but they'll have another update on Monday.

[Hack&Lube]

So the non wifi modems are nolonger available? I am on the waiting period for them to get more stock and I suspect they are only going to be ordering wifi modems.

What are the benefits or drawbacks? Maybe I should just stay on my old plan with Xtreme. 25MBps is fine. Save $10 here and there. Won't mess up my network.

[sclitheroe]

Originally Posted by Hack&Lube

So the non wifi modems are nolonger available? I am on the waiting period for them to get more stock and I suspect they are only going to be ordering wifi modems.

What are the benefits or drawbacks? Maybe I should just stay on my old plan with Xtreme. 25MBps is fine. Save $10 here and there. Won't mess up my network.

There's lots of sawing back and forth about the merits of the SMC modem on various forums like dslreports.com, but at the end of the day, nobody knows the real answer about whether you can request a different modem than the SMC or not - it seems to be their standard issue modem going forward.

When Shaw pushes the bridge mode config down on the SMC, it truly becomes just a modem - none of the web configuration stuff is available, the device itself doesn't have in in-band IP address (ie. you can't ping the modem from you home network anymore), and your router will definitely be out directly on the network.

[OldDutch]

Originally Posted by sclitheroe

There's lots of sawing back and forth about the merits of the SMC modem on various forums like dslreports.com, but at the end of the day, nobody knows the real answer about whether you can request a different modem than the SMC or not - it seems to be their standard issue modem going forward.

When Shaw pushes the bridge mode config down on the SMC, it truly becomes just a modem - none of the web configuration stuff is available, the device itself doesn't have in in-band IP address (ie. you can't ping the modem from you home network anymore), and your router will definitely be out directly on the network.

OK, so I have a E4200 router I just bought. I am assuming that bridging the SMC, and running via that router is the way to go for fastest speeds on wifi and wired?

I am really on the fence, since I could resell my E4200 if the SMC does a comparable job. It isn't dual band, but I have yet to see the advantages of dual band out of that router.

[Hack&Lube]

I know my office requested and got the non-wifi model from Shaw but we also pay for a static IP and threatened moving to another provider.

[OldDutch]

Just FYI to those using Shaw internet. I have been billed for Shaw "Extreme" high speed for the last 2 years now. However, I just found out today, through my own work, that they actually had me on regular "high speed" all this time.

How did I find this out? I ran their speed test, and on the results page, it shows you what you package your on (highlighted in orange).

http://speedtest.shaw.ca/

Mine said "High Speed", so I called them today and got the "Ooops, sorry" from them. I wouldn't have found this out either had I not upgraded to Broadband 50, and ran the test, getting DL speeds of 10 Mbps.

Also, the SMC modem they sent me on Friday apparently can't handle Broadband 50, so I have to go into Shaw tomorrow to exchange it (if they have any in stock is another question). This is a second and separate issue I am pretty upset with.

So you may want to run this test to make sure you are actually getting what they charge you for.

[Vulcan]

Originally Posted by OldDutch

Just FYI to those using Shaw internet. I have been billed for Shaw "Extreme" high speed for the last 2 years now. However, I just found out today, through my own work, that they actually had me on regular "high speed" all this time.

How did I find this out? I ran their speed test, and on the results page, it shows you what you package your on (highlighted in orange).

http://speedtest.shaw.ca/

Mine said "High Speed", so I called them today and got the "Ooops, sorry" from them. I wouldn't have found this out either had I not upgraded to Broadband 50, and ran the test, getting DL speeds of 10 Mbps.

Also, the SMC modem they sent me on Friday apparently can't handle Broadband 50, so I have to go into Shaw tomorrow to exchange it (if they have any in stock is another question). This is a second and separate issue I am pretty upset with.

So you may want to run this test to make sure you are actually getting what they charge you for.

I found Shaw pretty good in giving me a rebate when I complained that my internet connection wasn't as good as what I was paying for. Now I regularly get high speed download connections at, at least twice the speed at what I'm paying for.

[OldDutch]

Originally Posted by Vulcan

I found Shaw pretty good in giving me a rebate when I complained that my internet connection wasn't as good as what I was paying for. Now I regularly get high speed download connections at, at least twice the speed at what I'm paying for.

Called today and talked to Loyalty department. They threw me a $300 credit as a "Goodwill gesture". Really? Cause 24 mo x $10 month = $240. That is what I paid for service not provided. The guy also belittled the fact it was "only" $10 months.

Whatever, I took it, but now I am waiting at the back of the line for a new modem. Probably 2 weeks he said.

Shaw used to be so much better, they are really getting arrogant lately when I deal with them.

[Jimmy Stang]

^ Maybe I'm missing something, but the price difference was refunded plus $60 extra. Seems like a reasonable outcome to me. Obviously, the conduct of the operator should have been better, but the end result seems quite fair.

We have an new SMC modem here at work, and it handles Broadband 50 just fine. Not sure if it is the same model as what you've got, but ours is the new modem/router/wifi combo. A friend of mine had some speed issues that were resolved by a tech coming out and replacing some of the cabling between the modem and the main connecting point in his house. Something to consider, anyway.

[OldDutch]

Originally Posted by Jimmy Stang

^ Maybe I'm missing something, but the price difference was refunded plus $60 extra. Seems like a reasonable outcome to me. Obviously, the conduct of the operator should have been better, but the end result seems quite fair.

We have an new SMC modem here at work, and it handles Broadband 50 just fine. Not sure if it is the same model as what you've got, but ours is the new modem/router/wifi combo. A friend of mine had some speed issues that were resolved by a tech coming out and replacing some of the cabling between the modem and the main connecting point in his house. Something to consider, anyway.

No, you are right. I think it was all delivery by terming this as "Goodwill", with no apology at all. Basically he said, "You know what, we can't tell that you were on high speed and not extreme, since the tech services guy changed your plan yesterday we have no record of this. However, I believe you (wink), so as a matter of Goodwill only, we will give you this deal."

The whole angle to me was, that they didn't really have to do anything since I could not personally prove I was on High Speed. However, they're "super nice guys" so they will give me the benefit of the doubt. That is when I just said whatever, and took the deal. I didn't even get in the argument of why the heck I would make that whole story up, not worth it to me. I just didn't want to get into an argument with him that a majority of his "Goodwill" was money they owed me anyways. It just came off arrogant from their side.

I do have the modem you mention. I read the serial to a tech services guy, and he told me the SMC wifi/modem/router I had was not capable of BB50 speeds. Maybe he was wrong? He seemed to be stumped as to why they would send me that router. However, at this point I dunno who to believe. I guess I just will wait for this new router to show, and go from there.

If I gave you my modem model number, would that be enough for you to tell me if it could do BB50?

[Rathji]

Post the model # and I will compare it with mine at work tomorrow.

[Jimmy Stang]

Originally Posted by OldDutch

I do have the modem you mention. I read the serial to a tech services guy, and he told me the SMC wifi/modem/router I had was not capable of BB50 speeds. Maybe he was wrong? He seemed to be stumped as to why they would send me that router. However, at this point I dunno who to believe. I guess I just will wait for this new router to show, and go from there.

If I gave you my modem model number, would that be enough for you to tell me if it could do BB50?

As Rathji said, post the number and I can also check at work. I'm working from home tomorrow, however, but I can compare on Wednesday for you.

As for Shaw's "goodwill", I'm sure that they're trained to spin things so that it sounds like you're getting the best resolution on the planet. In reality, they were righting a wrong and threw in a little extra, but they'd never phrase it that way.

[Rathji]

I actually think Goodwill is what all straight account credits are coded in the system as, so I assume that's why that term was used.

[OldDutch]

Fair enough guys, I just have had a few issues with Shaw lately. From the original installer forgetting to install the BB50 modem. Then getting told I had to wait 2 weeks for a BB50 modem. To having to call in 3 weeks later to check. Finally getting a modem that was not rated for BB50 speeds. Then finding out they never put me on extreme.

I think at the end of this it is just semantics. I totally agree with you guys, his manager probably told him to spin it that way. It was just after all of Shaws screw ups, I wasnt ready to hear that they were doing me a "favor" out of goodwill.

Thank you for the offer to check my modem. I had to call in again this morning because Shaw cut off my modems Internet connection last night. Another blunder, but whatever. The guy I talked to said if my modem serial ends in 866 then it will not do BB50. Sure enough my serial ends in 866.

I assume that is correct? Thanks again. Good to see there are still great service people at Shaw. That is why I always stuck with them over Telus.

[Russic]

I get the desire to put a positive spin on conflict resolution, but it becomes pretty condescending past a certain point. I think most people would respond much better to a "we made a mistake and here's how we're going to fix it" kind of attitude.

I hate writing this, but I had a very pleasant experience with a Telus rep the other day. My folks ordered Telus tv but didn't get TSN with their package so I called to get it for them. My dad had to speak to them for a bit to verify that I was indeed able to make account changes on their behalf. There's a reason I didn't want him talking to her. He started going off on her a little bit about how their service is crap and he was misled (he wasn't, he just wasn't paying attention during the process).

So I'm physically hopping up and down trying to pry the phone away from him. When I finally do I apologize to the rep and explain the situation and ask what we can do. She was very kind and solved our problem right away. The next day she called back and left a message apologizing for any breakdown in the communication line that could have lead to my dad being unhappy. I was extremely impressed.