This page contains TS Level 2 SHAW Troubleshooting Step-by-Step, Email Process and template, Noise Ingress Process, and Tips and tricks.
- Distributel: Technical.Support@distributel.ca
- Primus: Primus-Shawtechsupport@primustel.ca
To find that in webmail please verify outlook and top right click your Profile picture and then "Open another mailbox" using the above email depending on the CT LOB you are working with.
Best to open it as a separate tab in your browser.
EXAMPLE:
:
When the email is worked make sure to move that ticket to "WORKED EMAILS" in order to keep the exisiting content.
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Email Response from SHAW
When we receive a response from Shaw, that response needs to be copied into the CT notes as well for reference.
In order to keep the Inbox uncluttered, we will move the worked email to another folder for future reference.
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If we get 5 examples of similar issues in the same area, aside from notifying NOCC, please send below Outage email to Shaw (Tpia-TechnicalSupportNat@sjrb.ca)
This is for both Primus and Distributel.
Outage notification is strictly done via email. Do not use automated ticketing system in the A3 Call Tracking.
- Distributel: Technical.Support@distributel.ca; cc: TSES@distributel.ca
- Primus: Primus-Shawtechsupport@primustel.ca
Outage Information Please Supply the following information for the Multiple End-User Impacting Issue* *The TPIA Technical Support NAT Team will investigate each account on this list, should we determine that a common issue does exist we will escalate this issue accordingly. Should we be able to determine that there is no common issue, we will note each one as such in our response and let your Teams know if further Troubleshooting may be required. *Description of issue should only be any of the below: Additional Information:EMAIL Template for Shaw Outage (ENGLISH) Subject: ISP- Multiple End-User Impacting Outage
Company Name: ISP
Date Issue Started:
**TPIA Account# / End-User’s Name / Address / Description of Issue**
Modem Offline
Invalid IP
Slow Speeds
Unable to Route
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When working on bins, sort by time since escalation: "New first". Level 1 cannot send to SHAW.
- All communications with Shaw that are done via email should be sent to: Tpia-TechnicalSupportNat@sjrb.ca
- Please use the email templates when communicating to Shaw.
- For Distributel ~ As automation is still not available, please continue to send service issue to Shaw via email.
- Distributel Shaw: Technical.Support@distributel.ca; cc: TSES@distributel.ca
- For Primus ~ Please use the automated ticketing system in the A3 Call Tracking tickets for SHAW just like all carriers. Exceptions to the automation are outlined below.
- Exemptions (emailed directly to SHAW): Active Transfer Offline Escalation, Outlet Relocation and Rebooking Service Call
- Ensure email is documented in the CT notes for reference.
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Email Templates (for support issues with automation)
Turn around is usually 48 after ticket created (usually no re-escalation needed).
For Distributel:
- A3 automated ticketing systems is currently not available. Please continue to send ALL communication to Shaw via email.
- Send using Technical.Support@distributel.ca; cc: TSES@distributel.ca
For Primus:
- Please use automated ticketing system in the A3 Call Tracking tickets for SHAW just like all carriers.
- If automation fails, please use the following email templates to Shaw for support issues.
- Send via Primus webmail address: Primus-Shawtechsupport@primustel.ca
For BSW: If the customer is In Service but is asking about getting a line buried (BSW Request), we would send that to Shaw using the "Modem Offline" template. In these cases, this is when we would make use of the "Additional Information" section of the template to clarify our request is BSW related and not really a no sync issue. Application Information End-User Information Cable Modem Offline Service Information Light Pattern (Name/State/Colour): Troubleshooting Information Is End-User experiencing intermittent connection issue? Splitter bypassed: Dispatch Information Additional Information: Application Information End-User Information Cable Modem Change New Modem Make/Model#: Additional Information: Application Information End-User Information Service Information Cable Modem Information CPE (router, firewall, server, PC, MAC, Laptop……..) information: Troubleshooting Information: Ensure all troubleshooting is performed with a hard wired connection. Does Issue exist with multiple End-Users within the same area? * Computer OS: Date tests performed: Speedtest.net speed results: during peak hours: Date tests performed: Speedtest.net speed results: during non-peak hours: Trace Route to www.google.ca results during peak hours: Trace Route to www.google.ca results during non-peak hours: Ping -L 1472 -N 50 www.google.ca results: Results from Second Computer Router Bypassed: Computer OS: Date tests performed: Trace Route to www.google.ca results during peak hours: Trace Route to www.google.ca results during non-peak hours: Ping -L 1472 -N 50 www.google.ca results: Dispatch Information Additional Information: Please include the original email along with the email header. Application Information End-User Information Service Information Cable Modem Information Dispatch Information 1 - DD-MMM-YYYY, AM, PM Additional Information: Application Information End-User Information Cable Modem Information CPE (router, firewall, server, PC, MAC, Laptop……..) information: CPE MAC Address* Troubleshooting Information: Ensure all troubleshooting is performed with a hard wired connection. (CPE device is bypassed) Is End-User unable to access individual website or all websites? Does Issue exist with multiple End-Users within the same area? * Computer OS: NS lookup results (C:\>nslookup shaw.ca): NS lookup results (C:\>nslookup ): Ping loopback address 127.0.0.1 error message received: Route –f run to clear routing table: Ping and tracert to each gateway in routing path: Ping and tracert to ISP Router (Paste Results): Ping and Tracert to google.ca by domain: Second Computer Test results Ensure all troubleshooting is performed with a hard wired connection. Computer OS: Ping loopback address 127.0.0.1 error message received: Route –f run to clear routing table: Ping and tracert to each gateway in routing path: Ping and tracert to ISP Router (Paste Results): Ping and Tracert to google.ca by domain: Additional Information:Modem Offline Template When to use template:
(Typically is the No Sync issues or intermittent sync)
Subject: ISP - Modem Offline - END-USER NAME: XXXX - PHONE: XXXX - TPIA ACCOUNT# XXX-XXXX-XXXX
Company Name: ISP
Date Install Completed:
TPIA Account#:
Business or Residential Account:
End-User’s Name:
Home Phone:
Alt Phone#:
Buzz#:
Address:
Unit # (Main/BSMT):
City:
Province:
Region:
Postal Code:
Modem Make/Model#:
Serial #:
MAC address:
Has modem been replaced?
Date issue started:
Access Restrictions:
Outlet location:
Has modem been relocated since Install?
Power/Solid/Green
Receive/ Flashing/Green
Send/ Flashing/Green
Online/ Off/Green
Link/Solid/Amber
Does modem go offline when intermittent connection reported:
Does Issue exist with multiple End-Users within the same area? *
If yes, please use “Multiple End-User Impacting Outage template” to escalated the list of affected accounts.
Power Cycle modem:
Disconnect/Reconnect coax Modem & Outlet:
Has coax cable been replaced?
Cable type used for replacement:
Are cable couplers in use between modem and outlet?
Has modem previously worked at current cable outlet?
Has modem been relocated to a different cable outlet since install?
1 - DD-MMM-YYYY, AM, PM
2 - DD-MMM-YYYY, AM, PM
3 - DD-MMM-YYYY, AM, PM Modem Swap Template When to use template:
For Primus ~ If the modem swaps through PCS don't go through, or delays.
Or they want to keep old modems to swap back.
Subject: ISP- Modem Swap - END-USER NAME: XXXX - PHONE: XXXX - TPIA ACCOUNT#: XXX-XXXX-XXXX
Company Name:
TPIA Account#:
Business or Residential Account:
End-User’s Name:
Home Phone:
Alt Phone#:
Buzz#:
Address:
Unit # (Main/BSMT):
City:
Province:
Region:
Postal Code:
Original Modem Make/Model#:
Original Serial #:
Original MAC address:
New Serial #:
New MAC address: Slow Speeds Template When to use template:
(Need Full PRI Utility test or DCL Bat File results for this).
This one will take the most time when creating tickets or responding.
Subject: ISP- Slow Speeds - END-USER NAME: XXXX - PHONE: XXXX - TPIA ACCOUNT#: XXX-XXXX-XXXX
Company Name: ISP
Date Install Completed:
TPIA Account#:
Business or Residential Account:
End-User’s Name:
Home Phone:
Alt Phone#:
Buzz#:
Address:
Unit # (Main/BSMT):
City:
Province:
Region:
Postal Code:
Access Restrictions:
Outlet location:
Service Level/Package:
Modem Make/Model#:
Serial #:
MAC address:
Date Issue Started:
CPE MAC Address*
CPE Model and Brand
> C:\>ipconfig /all (Physical Address of the Ethernet adapter)
> C:\>getmac
> MAC address should be on the back of the route if not
> Login to the router and get the MAC address
If yes, please use “Multiple End-User Impacting Outage template” to escalated the list of affected accounts.
Splitter bypassed:
Are cable couplers in use between modem and outlet?
Disconnect/Reconnect coax Modem & Outlet:
Has coax cable been replaced?
Cable type used for replacement:
Has modem been relocated to a different cable outlet since install?
Different Ethernet Cable:
Power Cycle modem:
Factory Reset modem:
Router Bypassed:
Testing performed in Safe Mode with Networking:
New Network Location created if Mac computer:
Mac restarted in safe boot:
IP Address provided from www.whatismyip.com:
IPCONFIG/ALL (please paste):
Ethernet Adapter Local Area Connection
Connections Specific DNS………
IPv4 Address…………………………XXX.XXX.XXX.XXX
Default Gateway……………….….XXX.XXX.XXX.XXX
Lease Obtained:
Lease Expires:
TCP/IP Set to obtain auto for IP & DNS:
TCP/IP Reset:
Release/Renew IP:
ARP cache flushed:
Verified Arp cache successfully flushed (Arp -a):
DNS cache flushed:
Computer Power cycled:
Ethernet driver reinstalled:
Time tests performed:
Server Used for Speed Test:
Speedtest.Shaw.ca speed results:
Time tests performed:
Server Used for Speed Test:
Speedtest.Shaw.ca speed results:
IP Address provided from www.whatismyip.com:
IPCONFIG/ALL (please paste):
Ethernet Adapter Local Area Connection
Connections Specific DNS………
IPv4 Address…………………………XXX.XXX.XXX.XXX
Default Gateway……………….….XXX.XXX.XXX.XXX
Lease Obtained:
Lease Expires:
Time tests performed:
1 - DD-MMM-YYYY, AM, PM
2 - DD-MMM-YYYY, AM, PM
3 - DD-MMM-YYYY, AM, PM Technician Escalation Path Template When to use template:
Used if we have not received a reply within 2 business days. (Not normally required as SHAW is fast on updates)
Subject: ISP - Technical Escalation - END-USER NAME: XXXX - PHONE: XXXX - TPIA ACCOUNT#: XXX-XXX-XXXX
Company Name: ISP
Date Install Completed:
TPIA Account#:
Business or Residential Account:
End-User’s Name:
Home Phone:
Alt Phone#:
Buzz#:
Address:
Unit # (Main/BSMT):
City:
Province:
Region:
Postal Code:
Access Restrictions:
Outlet location:
Service Level/Package:
Modem Make/Model#:
Serial #:
MAC address:
Date issue started:
2 - DD-MMM-YYYY, AM, PM
3 - DD-MMM-YYYY, AM, PM Unable To Route (Time out) Template When to use template:
(Rarely Used as its usually NOCC that has to check our back end.)
Subject: ISP - Unable to Route - END-USER NAME: XXXX - PHONE: XXXX - TPIA ACCOUNT#: XXX-XXXX-XXXX
Company Name: ISP
Date Install Completed:
TPIA Account#:
Business or Residential Account:
End-User’s Name:
Home Phone:
Alt Phone#:
Buzz#:
Address:
Unit # (Main/BSMT):
City:
Province:
Region:
Postal Code:
Modem Make/Model#:
Serial #:
MAC address:
Date issue started:
CPE Model and Brand
> C:\>ipconfig /all (Physical Address of the Ethernet adapter)
> C:\>getmac
> MAC address should be on the back of the route if not
> Login to the router and get the MAC address
If not all websites provide website addresses:
If yes, please use “Multiple End-User Impacting Outage template” to escalated the list of affected accounts.
Has your tier 2/NOC team confirmed routing issue does not originate from your network?
Has your tier 2/NOC team confirmed routing issue is not computer related?
Has your tier 2/NOC team confirmed routing issue is not modem related?
Testing performed in Safe Mode with Networking:
New Network Location created if Mac computer:
Mac restarted in safe boot:
IP Address provided from www.whatismyip.com:
IPCONFIG/ALL (please paste):
Ethernet Adapter Local Area Connection
Connections Specific DNS………
IPv4 Address…………………………XXX.XXX.XXX.XXX
Default Gateway………………….XXX.XXX.XXX.XXX
Lease Obtained:
Lease Expires:
TCP/IP Set to obtain auto for IP & DNS:
TCP/IP Reset:
Release/Renew IP:
NS lookup results (C:\>nslookup shaw.ca 8.8.8.8):
NS lookup results (C:\>nslookup 8.8.8.8):
TCP/IP removed and reinstalled if loopback error message:
Able to Ping computer IP:
Netstat –R or Route print (Please paste results)
IP address of gateway in routing path unable to ping or tracert to (Paste results):
Testing performed in Safe Mode with Networking:
New Network Location created if Mac computer:
Mac restarted in safe boot:
IP Address provided from www.whatismyip.com:
IPCONFIG/ALL (please paste):
Ethernet Adapter Local Area Connection
Connections Specific DNS………
IPv4 Address…………………………XXX.XXX.XXX.XXX
Default Gateway……………….….XXX.XXX.XXX.XXX
Lease Obtained:
Lease Expires:
TCP/IP Set to obtain auto for IP & DNS:
TCP/IP Reset:
Release/Renew IP:
NS lookup results (C:\>nslookup shaw.ca):
NS lookup results (C:\>nslookup shaw.ca 8.8.8.8):
TCP/IP removed and reinstalled if loopback error message:
Able to Ping computer IP:
Netstat –R or Route print (Please paste results)
IP address of gateway in routing path unable to ping or tracert to (Paste results):
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Email Templates (Strictly Email)
Turn around is usually 48 after ticket created (usually no re-escalation needed).
For Distributel:
- Send using Technical.Support@distributel.ca; cc: TSES@distributel.ca
For Primus:
- Send via webmail: Primus-Shawtechsupport@primustel.ca
Application Information End-User Information Service Information Cable Modem Information Rebook Information Dispatch Information 1 - DD-MMM-YYYY, AM, PM Additional Information: Application Information End-User Information Original Outlet location: Does End-User have Letter of permission for Outlet Install (If applicable): Y/N Preferred Appointment Dates: Additional Information or comments: *Paste Order Email Thread Here: From the work order in A3. **ORIGINAL ORDER EMAIL MUST BE COPY AND PASTED OR ATTACHED WITH THE CONFIRMATION FROM TPIA ORDER SUPPORT NAT OR WHOLESALE TPIA OTHERWISE THIS WILL NOT BE ADDRESSED WITH PRIORITY.** Application Information End-User Information Service Information Cable Modem Information Dispatch Information (Dates MUST be unique): EVE not available in all areas. If selected and not available, latest PM will be selected instead and the TPIA Provider will be notified of this. Paste Order Email Thread Here:Rebooking / Rescheduling Service Call Template When to use template:
If a customer is unable to honor the originally scheduled tech visit date/time, please use the below template to communicate the new availability.
Subject: ISP- Service Call Change / Cancelation / Rebooking - END-USER NAME: XXXX - PHONE: XXXX - TPIA ACCOUNT#: XXX-XXXX-XXXX
Company Name: ISP
TPIA Account#:
Business or Residential Account:
End-User’s Name: Home Phone:
Alt Phone#:
Buzz#:
Address:
Unit # (Main/BSMT):
City:
Province:
Region:
Postal Code:
Access Restrictions:
Outlet location:
Additional Information:
Modem Make/Model#:
Serial #:
MAC address:
Date issue started:
Date of Original Appointment:
Time Slot of Original Appointment:
Reason for Rebooking:
2 - DD-MMM-YYYY, AM, PM
3 - DD-MMM-YYYY, AM, PMOutlet Relocation Template When to use template:
All Outlet Relocation request with Shaw are done via email to the following email address: tpiaordersupportnat@sjrb.ca
Subject: ISP- Outlet Relocate - END-USER NAME: XXXX - CITY: XXXX - TPIA ACCOUNT#: XXX-XXXX-XXXX
TPIA Company Name:
TPIA Account#:
Business or Residential Account:
End-User’s Name:
Contact Number:
Buzzer Number (if applicable):
Unit Number or Suite level (Main, Basem*nt, etc.):
Address:
City:
Province:
Postal Code:
New Outlet Install/Activate Location:
1 - DD-MMM-YYYY, AM, PM
2 - DD-MMM-YYYY, AM, PM
3 - DD-MMM-YYYY, AM, PM Active Transfer Offline Escalation Template When to use template:
(New Install: Modem offline, just installed, never worked, self install. This is always Emailed, no automation on this one. NO-Sync issue)
1. Entire email thread of the work order. This is a Must, confirmation is required as completed, if not present will get rejected.
2. If the confirmation is not showing, find out from Onboarding, get that final confirmation email from them.
3. This is a priority for SHAW to push these first before any other ticket types.
Subject: ISP – Active Transfer Offline Escalation - END-USER NAME: XXXX - PHONE: XXXX - TPIA ACCOUNT#: XXX-XXX-XXXX
Company Name: ISP
Date Install Completed:
TPIA Account#:
Business or Residential Account:
End-User’s Name:
Home Phone:
Alt Phone#:
Buzz#:
Address:
Unit # (Main/BSMT):
City:
Province:
Region:
Postal Code:
Access Restrictions:
Outlet location:
Service Level/Package:
Modem Make/Model#:
Serial #:
MAC address:
Date issue started:
1 - DD-MMM-YYYY, AM, PM, EVE *Preferred
2 - DD-MMM-YYYY, AM, PM, EVE *Preferred
3 - DD-MMM-YYYY, AM, PM, EVE
4 - DD-MMM-YYYY, AM, PM, EVE
5 - DD-MMM-YYYY, AM, PM, EVE
A Minimum of 3 unique dates will be enforced.
*Preferred availability can and should contain two time slots. All attempts will be made to make Preferred availability, but we will require the additional dates and times to ensure a Service Call can be booked.
Missed Service Calls will be billed.
- Make sure to change all relavent information to what the customer has.
- Checking for a ticket already created will give you the " END-USER NAME: XXXX - PHONE: XXXX - TPIA ACCOUNT#: XXX-XXXX-XXXX " information at a faster way then manually typing and looking for it.
- If the modem is not provisioned on the Network, you will not get any typical light patterns like Rogers. The lights will be all Green, this is an issue. Usually sending these are Modem offline to fix the status.
- Make sure all information is correct, and the right account number, availability, and email work flow.
- Try to avoid rejections.
- If its bad and completely botched, Shaw will close that ticket and a new carrier ticket will be needed.
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This option is currently available for Primus only.
You can use the Reply to Shaw button to SHAW as per below:
- Email respond back to give information about things requested. Reply to SHAW in the CT per below:
- Fill in this information they are requesting.
- If referred to cable repair, you can ask about that.
- Anything not requiring a full template.
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If Dispatch needs to be reschedule they require a full rebooking template per above.
- Moves: Onboarding does it through CT’s. Not in the work Order. Always check older CT’s for this.
- Speed upgrades: if they fail or get stuck, send those to Onboarding.
- Poor RF: not really different then Rogers for limits
- Escalation Path: Jason and Lisa can see if order is completed or have a backlog. (New installs), or if crappy due dates to see if we can get a better due date (Usually we get best to begin with)
- Templates section: Additional Information: = 99% of the time Blank, unless really important. Make sure this is blanked as we don’t need to send that information to SHAW. We should only have valid information.
- Modems: Old cable modem 808 is still on SHAW, CBN, TC4400, are allowed. Verify what customer has.
- BSW: If the customer is in service but is asking about getting a line buried (BSW Request), we would send that to Shaw using the "Modem Offline" template.
- In these cases, this is when we would make use of the "Additional Information" section of the template to clarify our request is BSW related and not really a no sync issue.
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Outage Escalation Process
last update 7.06.2023 MManasan
