Story about Shaw (in canada, BC):
I had one of their built in modem/router combos that provides internet and wifi, me and a room mate had a minecraft server set up on a box wired into the router, and we played locally, but for some reason every 20 minutes, our connections to the server, the internet, and eachother would just die.
leaving an active traceroute on a spare computer suggested that the router just stopped routing for a period of 20-30 seconds, every 20-30 minutes.
Angry and annoyed, I called in a tech from Shaw to look at and replace the hardware. Standard operating procedure here: "We will show up some time between 8am-1pm". Of course he showed up at 3pm, with no call that he was going to be late. I had to call them.
Unbelievably, he logged into the router (with no permissions given, so those routers are backdoored... goody) and actually identified that the router WAS resetting every 20 minutes or so. Yes, the problem was identified! The problem was that my internet plan was not sufficient enough to support online games, and that if I didn't get another better one, the problem couldn't be fixed. (For the record, I had a 30 mbps down, 3 mbps up, cable connection.)
Jaw agape, I tried to explain to him that A. The game server he was referring to was literally right next to his feet, and B. that even if it wasn't, game data is minuscule compared to video data, something I am a prolific consumer of with no obvious problem there. All that combined with the subtle hint that the router literally just told him it was resetting, the conclusion clearly was that the router is broken, and my internet is fine.
His response to that was:
...
that's a direct quote. I'm not paraphrasing.
He didn't want to say anything because I had the audacity to say something that went contrary to the marketing line, and the only option he had was to either say I was wrong, or accept it.
He wouldn't replace the router regardless.
So I told him to take his modem/router, put in my old modem, get it registered, and buzz off (though maybe not so colourfully).
When I talked to a Shaw customer representative about having a Tech show up late, lie to me, and not fix the problem without an upgrade, I got this response:
uh, ok?
That's a direct quote. I'm not paraphrasing.
Fun part though: that transgression was actually considered a transgression by Shaw's regulatory agency, So I reported it to them after I got piddly squat from customer service.