: Shaw Gateway: Installation and setup discussion
2012-02-17, 05:58 PM
JetRanger has 6 portals and he is not paying 2 extra outlets charge.
I have 2 portals and 2 PVRs connected in parallel for 2 TVs that I have. Using TV counts, I only have two outlets. According to 1 outlet per Gateway system, I have 3 outlets (1 gateway + 2 PVRs). I am still under 4 outlets. But it is confusing depending who you are talking to.
2012-02-17, 08:31 PM
I think you have quoted the wrong post of mine, GWNorth. In any case, Shaw has previously said Portals don't count like the rest of the boxes do. I had 6 Portals and 3 PVRs connected all at the same time, mostly with splitters but they were all running and Shaw knew all about it. I have never been told I have to pay for extra outlets and I still have over a dozen boxes listed on my home account.
There is definitely confusion over this issue. We need to get some definite clarification from an official Shaw rep. Can shawsean, Shaw_Champ or shawjohn provide us a definitive answer?
2012-02-17, 11:19 PM
Weird, don't know how I managed that but I did have the incorrect post linked. I went back and edited the post. Sorry for the confusion.
I agree it would be great for all involved if there was a clear consistent message for all about the outlets. I have heard two conflicting messages from Shaw employees.
2012-02-17, 11:36 PM
I've done the same thing before. I'm just glad it was caught while you could still correct it. I figured it was just a few posts away. I'll see if I can 'nudge' someone to getting us the correct answer.
2012-02-18, 12:18 AM
I think all the portals only count as one...otherwise I am over (and no additional fees)
2012-02-20, 10:48 PM
From my manager:
We should not be charging for more outlet's unless an extreme
application is at play.
10-15 outlets we would discuss with the customer a reasonable cost.
2012-02-20, 11:50 PM
Finally! Thanks very much for this. Now, is there any chance he can put that in a memo that would go out to all CSRs in all Call Centers?
Also, I would think anyone who is being charged for 'extra outlets' now, as long as they are not in that '10-15' range, would be able to at least have the monthly charge removed from their account.
2012-02-22, 03:08 PM
Getting the Gateway and 2 portals installed late next week and I wanted to get an additional portal installed for a total of 3. I purchased another portal at Best Buy for this purpose. Do I need to inform Shaw about this before they come out or will this be no problem for the installer? Will there be a charge for installing the additional portal?
2012-02-22, 03:31 PM
No there wont be and additional charge, be sure to let the installer know right away so he/she can insure that the drop you intend to use gets installed inside the MoCa network.
2012-02-23, 10:04 AM
I had my gateway and 2 portals installed just over a month ago. It took a while to get used to the guide. Now that I have been using it for a while I am finding that I now prefer it to the Motorola guide.
There are 2 things I would like improved. I find it very sluggish when using skip forward or backward. I would also like to have different options available for navigating my PVR recordings. I would like to sort them chronologically. The latest recordings first.
I have had a few glitches that required a power cycle but over all I am happy. It definitely needs some work , but I knew this coming in. As an early adopter you canít expect a fully mature product. Stability will come with time. Being able to watch any of my recordings on any TV is worth putting up with some of the issue still present.
2012-03-04, 03:49 PM
I have the gateway and 3 portals and I pretty much agree with hairball as I have had to powercycle several times also and I find the guide can be annoying when it is updating(I guess) as it goes blank for a few seconds every few minutes which can be annoying whilst navigating.Also the ffwd and rev can be sluggish.On another note I see the Rogers "Next Box" can stream to ipads/tablets it would be nice to see something like that...the wireless and rj-45 jacks seem to be disabled? I would like to find a good guide to this unit instead of the shaw pablum.
2012-03-07, 07:42 PM
I tried again and asked Shaw about outlet limits with regards to portals today and got the 4 outlet limit including portals answer again. See this thread post #340 and a few following posts (particularly #346) for reference on the subject, if interested.
I'm pretty much giving up on getting an extra outlet activated since, according to my admittedly small sample size, Shaw still has the majority of its customer service personnel saying that the portals count as active outlets in the home and any more than 4 requires an extra monthly fee.
Shaw CSR from Secret Santa Sale - Portals don't count against 4 outlet limit
Shaw Installer - Portals count against 4 outlet limit
Shaw CSR Accounts - Portals count against 4 outlet limit
Shaw CSR Tech - Portals count against 4 outlet limit
So regardless of what might be the correct answer, in practice, Shaw is still counting the portals as active outlets for a good chunk of their customers. I wish Shaw would publish this policy so we could all benefit from it because at this time it is completely up to the CSR you happen to deal with.
2012-03-07, 08:29 PM
Apparently, out discussion about this issue has prompted Shaw to strike a committee to sort out this, and other similar issues, so there may eventually be some kind of policy in writing, eventually. There is a wide variety of differences across the board and different, very valid, reasons for them. We will just have to wait for the final outcome but I would expect that in most situations this 'fee' will be removed.
Again, this is only speculation on my part as I am not an official Shaw spokesperson. Worst case scenario would be they decide to charge for each outlet and that would give us all something to gripe about.
2012-03-08, 12:12 AM
Oh my, a committee. Good chance everything will be wireless by the time that gets sorted out then. ;)
Yes, I could see them charging per outlet. But there would be more "grandfathering", of course :p
2012-03-08, 10:01 AM
Speaking wireless, I understand Shaw has been looking into wireless repeaters. I mention this as my wireless signal is dismal when I connect at the Shaw box where my Gateway is located. If and when we are required to plug into the Gateway to enable DLNA my wireless devices will take a hit. Right now I have located my Cisco Router in my device cabinet where signal strength is the best.
2012-03-10, 12:21 AM
Are there any samples of a typical wiring diagram for a Gateway system?
I understand there many variables cable lengths, splitter losses, losses at higher frequencies etc.
My final setup will be a Gateway with 4 portals, 2 hd boxes, internet and home phone.
2012-03-10, 03:09 AM
Shaw does the install so you don't have to worry about any of that.
2012-03-10, 01:29 PM
I like to research stuff before hand so I know if things are being done right!
I'm sorry if anyone is offended by this but so many times I find things don't get done right the first time then I have to worry about it :-)
2012-03-10, 02:45 PM
I agree but Shaw still has to do the install and you would have a hard time getting the installer to do anything different. There are several good descriptions and even diagrams in the original Gateway thread and subsequent threads.
2012-03-10, 05:23 PM
i have 1 gateway and 1 portal and it took 20 min's to install:D