Shaw Help

@Line_Fault Hello, I can understand how frustrating it is to deal with packet loss. Our technical support team is the only one that would be able to assist with this type of issue A ticket may be required to investigate. You have the option to call in if the chat line is not available. ^tb

@Shawhelp my packet loss is 50% 7.8Mbps down! Screaming fast. Chat said it's too busy to help me... literally. Standard every 6 ish month problem

@SmileyYYC Glad to hear - of course! We appreciate you took the time to let us know. Have a nice day 🙂 ^mg

@Shawhelp Yes. Thanks for checking in

@Shawhelp internet down #NW

@MaryPChipman you can get in touch with our Customer Care team via rogers.com/contact so we can ensure that you will get a return waybill. ^ BE 2/2

@Shawhelp Would you be able to do so?

@Shawhelp I have to return the old modem & the new TV box that didn't work. The 1st technician sent me a FedEx label but there's no FedEx in my neighbourhood. The 2nd technician said he was going to send me a label for Canada Post/UPS, both of which are far more accessible but he never did

@MaryPChipman Sorry to see that you never received a label for Canada Post. I would double check your Junk Mail folder just to make sure that the email didn't land there. If you still haven't received it and it's been a few days, 1/2

@LarryHannah Thanks for the additional info. Glad to see it went through that way. -Eric

@Shawhelp The issue is the url that the phisher is using. If I sanitize it a bit. It goes. Funny that trying to report it gets blocked. Anyhow, all good. Thanks

@Shawhelp Trying to report phishing attempt to abuse@rogers.com Keeps getting rejected.

@LarryHannah Hello Larry, sorry to hear you were unable to report this phishing attempt. I have just tried sending an email to the abuse@rogers.com address and it seems to have gone through. Can you please advise us of the message you are receiving when attempting to send to this... (1/2)

@MaryPChipman Yes it does tend to resolve these type of ongoing connection issues. ^tb

@Shawhelp OK! Even though the modem was at full strength?

@Shawhelp Your Rogers/Shaw app won't allow us to self-install the new modem you sent us as it doesn't read the QR code or the MAC number

@MaryPChipman When this happens again I would recommend rebooting the Internet Modem, the Extender and the TV box in the order. Let us know if issues are still ongoing. ^tb

@Shawhelp It took a few minutes to get back. I checked the HDMI connection, the WiFi signal which was fine & turned the TV off & on again

@MaryPChipman How long does the black screen remain for before it is resolved? Have you tried rebooting the internet modem and the TV box since noticing this issue? ^tb

@Shawhelp No error, just a black screen

@MaryPChipman Can you describe what is happening when the signal cuts? Do you get an error message on the screen or does the connection recover before an error appears? ^tb

@Shawhelp Not close, but we have an extender nearby

@MaryPChipman Thanks for those details. How close is the TV box to the Internet modem? ^tb

@Shawhelp Yes, the new TV box (#2) is running, however, without a cable, the signal sometimes cuts out - the Internet might be down or slow for a nanosecond. Our WiFi shows as being strong.

@MaryPChipman Hello once again! Did you receive your new modem and get it up and running? Are you still having problems with your TV as well? Please let us know! -^rm

@Shawhelp Now that there's no cable anymore, is the TV signal going to cut out whenever - like now? Our WiFi was fine.

@Geodude96 investigate with you. You can reach our technical team by phone at 1-888-472-2222 or via online chat from the link on this page- rogers.com/contact/intern… . We look forward to helping you get this figured out. -^rm (2/2)

@Shawhelp My internet has been cutting out at least once a day for the past few weeks. Called in once before and was told there was a problem in my area but nothing has changed since then. I'm on Zoom at least once/week & need it reliable. Really getting sick of the bad service.

@Geodude96 Hey Alex, we understand how frustrating an intermittent connection can be. Diagnosed area issues are generally addressed within days, not weeks, so if you haven't reached back out to us in a while, please do get back in touch with our technical support team so they may.. (1/2)

@MaryPChipman Hello, we can imagine how frustrating it has been trying to get your home services working properly. I am confident that the new equipment will resolve this issue. Please let us know if issues are ongoing after you get your new equipment. ^tb

@Shawhelp We did it all. It turned out Shaw hadn't properly registered the devices. 2 hours spent on the 'easy swap out' new modem (1 hr w tech support). Worse problems with the TV swapout, still unresolved. 1 hr trying everything, 1 hr waiting for tech support, 1 hour w it. New box needed

@j4stW4tching Alternatively our technical team can also investigate the intermittency further through our support options here: rogers.com/contact/intern…. ^rp 2/2

@Shawhelp aeems that roger/shaw internet in ellerslie edmonton is dropping a lot? Any issues in this area?

@j4stW4tching Good morning, sorry to learn you are experiencing a service issue. Our virtual assistant Anna at rogers.com/outage can check for service interruptions in your area and update you by text or email once your service is back up and running. 1/2