Hello,
Over the past couple of weeks we've had random internet disconnections at our business for the past couple of weeks. All 4 devices on our network lose internet access for 5-10 minutes, and then it comes back up and everything is fine. This happens every day or two.
This happened to us about a year ago with Shaw, and after swapping out the modem, and router, it was still happening. Eventually it stopped happening, and we were happy. It has started happening again in the last couple of weeks though...
When it happens, the online light on our modem stays lit. I called tech support, and from their end our internet never went down (apart from when I power cycled the modem to try to get it to work).
Our business is located in a mall, so I figured I would try to see if any other stores who had Shaw were having problems too. Most of the places I checked had Telus, but I did find one store who used Shaw (could be others in the mall too, I didn't check everywhere). Their internet is going out at EXACTLY the same time as ours, and for the same duration. With this new information, I called Shaw and pointed out it was clearly nothing wrong with our setup since another place in the same mall has the exact same problem. Shaw's attitude was that they couldn't see it going down on their end, and I should call in when it happens again so they can check some other things. Well the internet only goes down for 5-10 minutes, and it took be 10 minutes to get through to them on the phone so that likely isn't going to work...
Is there anything else we can do? When we had this problem last year, they had us jump through a bunch of hoops (modem swapping, new router, etc) and nothing worked. Now that I have evidence that this is happening to another store near us, at EXACTLY the same time, Shaw seems unwilling or unable to do anything about it. They can't get us to jump through all the hoops again, since there is clearly nothing wrong with our setup.
If Shaw can't get this fixed, we're going to have to switch to Telus. We're located in Salmon Arm, BC if that makes any difference.
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