Starting to wish I hadn't signed up again, 24 hours later
So I left shaw back in January to try out telus like alot of people. I didn't have too many problems with telus other than the 6 hour install, but for the most part very few problems with connectivity (at least none that I had to call about). I wanted a bit more speed so I was like hey, I'll give shaw a try again with these new deals blah blah. It is starting to seem like a big mistake, here is what has happened in the past 24 hours.
I had an appointment from 5-7 last night for the install. Time goes by, it's 7, hadn't heard anything, so I decide to call customer support and see what is up. They are apologetic and what not which is fine, and they are going to call dispatch. So they do, about 7:30 I get a call from the tech saying he is on the way. 8PM arrives and he finally gets here. I show him where the cable modem should be hooked up (where it was done before when I had shaw) and asked if he had already taken the filter off outside cause I know they put one on when they picked up their modem. He says yes so I say alright. He hooks up everything, we wait 15 mins as he says the SMC modems take a while the first time, nothing happens so we go to the switchboard where my cable comes in, he checks the cable and doesn't get a signal (not sure what he was checking on the end with the modem when he did and why he tried without a signal), anyways we go outside to the side of the house and he checks the cable, no signal. I ask again if the filter could still be on, and he goes and checks, of course it's still on. Finally around 8:45 he gets everything going and he is on his way... HOORAY... for a while.
This morning I used the connection and tested it out a few times before I went to work for fun. I get to work and I usually remote into my house while I work, and everything is fine there and the router did it's job port forwarding just fine. Around 1PM I notice I can't connect anymore, can't ping, nothing so alright, the internet is out or my IP changed already (which I was sure it didn't as shaw is fairly static). I get home, yup, everything is out and the only the downstream light is blinking. I power cycle it a few times, nothing. So I finally call tech support, gave me a notice that there were some outages in Hawkwood (I live in edgemont so I figured, Hey it's right next to me, maybe it skipped over sarcee and is effecting me as well HA). There's a 10 min wait time so I have them call me back. A helpful guy named Mark I believe called me back and walked me through the usual obvious things, unplug everything, plug it back in, okay nothing, now unplug the signal booster, plug back in, nothing. Then he finally checks to see if there are any issues where I live but there was no alerts about it. He comes back a few minutes later and says there are about 4 houses in my area that ARE effected and they will send out a team right away and if I dont get any connectivity in the next 4-5 hours to call them back. I think "great, I can live for now it's no big deal". So time goes by and I power cycle the modem probably about 20 times with no success sadly. I try calling back tech support, waited on hold for 25 minutes then hung up. I get onto shaw.ca/chat which I find to be much quicker, takes about 15 mins to get through but at least I could do other things while I waited. The person on chat goes through the same stuff I did before on the phone after I explicitly said what had happened already, but I humored them. I mention that there was suppose to be a service call to my area cause there was some small outage, they tell me there are no alerts and no service calls at all. (I am pretty mad at this point as either they don't know what they are doing, or the guy on the phone lied to me). So the person on chat tells me they will send out a tech as soon as they can, and they go to check the next available time. So the next available time is 3-5 on monday... WTF Now I am pretty effing mad. I tell them that this is unacceptable for a few reasons including the fact that people have jobs and I am definitely not going to take time off to babysit their tech. At this point I'm pretty livid and tell them that if they don't have someone out here by the end of the weekend to fix their garbage service, I will be asking for my money back (so far just the 50 dollar deposit) and they can come pick up their phone at my convenience. The person on chat "escalates" it and blah blah. This is where I'm at right now sadly.
Saving grace is that my telus is still hooked up and reliable .
Sorry for the rant, but I needed to get that out and hopefully it will make someone's bad day feel a bit better.
Last edited by 57; 2011-06-24 at 01:37 PM.
Reason: Moved to existing thread.