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Last Post
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Dec 13, 2005 7:19 AM
by: Chris Bishop
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Posts:
19
Registered:
May 17, 2005
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Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 20, 2005 11:25 AM
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Hi Everyone,
Over the past month Rogers (ISP) in Canada has put some software on their networks that prevents activity for BitTorrents, P2P, IRC, and also along with that is a rule that if you are trying to download a large media file from more then 1 server it will be dropped. When you download a Podcast from iTunes it downloads that file from multiple servers in the background (I confirmed this by watching my cable modem logs). As soon as it tries to use more than 2 different servers for the download, it just stops. That's the reason why Podcast downloads stop at random places - it's the point where a 2nd server is involved in the download. The same issue causes timeouts and cut-offs in the iTunes music store.
Here is the problem - when anyone calls Rogers about the problem they say it is either a router, firewall or Apple problem and they shrug you off.
Hundreds or thousands of people in Canada can no longer get Podcasts or purchase music from the iTunes Music store. This is BAD. Please, Apple, contact Rogers and sort it out. So many people have called Rogers with no luck.
It took a while to find out the problem and a lot of people have no idea what is going on. It isn't related to iTunes 6 - it just happened that Rogers made this change at about the same time as the iTunes 6 release.
jerrybrace@mac.com
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Posts:
19
Registered:
Nov 19, 2005
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 20, 2005 5:24 PM
in response to: Jerry Brace
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Thanks Jerry. I wondered *** has been going on here. This is complete BS in my mind. It is 100% legal to purchase music from the Itunes store.
I am calling Rogers and threatening to leave them - cable, internet and cell - if they don;t look into htis. I urge all other Rogers users to do the same.
G4 Laptop
Mac OS X (10.3.9)
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Posts:
3
Registered:
Nov 21, 2005
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 20, 2005 11:05 PM
in response to: Jerry Brace
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Where are you located? I'm on Shaw Internet in downtown Vancouver and am able to download podcasts and bittorrent files with no problem.
Powerbook 15"
Mac OS X (10.4.3)
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Posts:
7
Registered:
May 15, 2005
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 20, 2005 11:44 PM
in response to: Jerry Brace
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I can confirm that we are having no problems downloading podcasts in Downtown Vancouver using Shaw Cable Internet.
I feel for my friends back east. I have known Rogers to be devious and out of control all of my life and can only hope that they pay for it with lost business.
Shame on you Rogers. Shape up.
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Posts:
2
Registered:
Nov 16, 2005
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 21, 2005 3:20 AM
in response to: Steven Luscher
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I seem to have good days when the Shaw cable connection works perfectly, and then other days when it's pure (can't believe that Apple would censor the word I usually use here). I lose connection, lose the DNS, and it just gets all flakey. This does not appear to be some sort of policy, but more like some weird network switching problem.
I seem to get podcasts with no problem on those good days. On bad days, it's not just iTunes that has problem getting data; it's everything.
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Posts:
4
Registered:
Sep 19, 2004
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 21, 2005 4:30 AM
in response to: Jerry Brace
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I have this problem in downtown Ottawa, using Rogers. It started a few weeks ago -- short podcasts generally (though not always) make it through, but long ones often require many, many manual attempts. I guess I'm waiting for *bad* luck, hitting only one server in my downloading efforts, before I finally succeed.
The music store often cuts out during page loads as well. iTunes throws up a generic-seeming error message blaming the music store, so I hadn't connected the problem to Rogers; I was blaming Apple.
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Posts:
1
From:
Moncton, NB, Canada
Registered:
Sep 1, 2005
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 21, 2005 6:12 AM
in response to: David Reevely
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I've noticed this too (and am also in Ottawa and on Rogers), but hadn't considered it was an ISP issue. I haven't had any issues using bittorrent though and downloaded a couple of Linux ISOs yesterday without issue.
So it appears that there's something about the way iTunes downloads that appears to Rogers as a Download Accelerator of some sort. I'd like to hear from Rogers on this, but having dealt with their ridiculous telephone support system before, I am highly dubious that I would ever speak to anyone who knows about this - let alone get a satisfying answer.
Fortunately, iTunes does seem to complete the podcasts if you give it enough time. I'm assuming it retries eventually after timing-out. I can probably live with that.
PowerMac G5 dual 2.0, 15" PowerBook G4 1.67
Mac OS X (10.4.3)
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Posts:
4
Registered:
Nov 21, 2005
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 21, 2005 6:35 AM
in response to: Jerry Brace
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The iOMS error message about 'bandwidth exceeded' -- is that an indicator of this ISP problem, or is that an iTunes problem? I'm on Cogeco (Kingston) and seem to be facing more frequent iOMS timeouts.
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Posts:
256
Registered:
Sep 5, 2005
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 21, 2005 8:05 AM
in response to: Jerry Brace
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I'm using the old Rogers, now Shaw setup in Vancouver, and podcasts download fine, and bit torrent seems to work. Although according to Broadband Reports a few months ago, Shaw did purchase some new network shaping equipment that could throttle down bit torrent downloads on the fly. It's not too bad though.
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Posts:
282
Registered:
Nov 18, 2005
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 21, 2005 12:54 PM
in response to: Jerry Brace
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I'm in the Toronto area, and am using Rogers. I am experiencing this very same problem, and am not surprised that the problem lies with Rogers.
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Posts:
5
From:
Port Credit, Ontario Canada
Registered:
Nov 14, 2005
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 21, 2005 4:40 PM
in response to: GaryKing
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Another frustrated Roger's customer - I have had no access to the Music Store for 3 weeks now.
Is there a way to know for sure if this is indeed a problem with Roger's? Whenever you call their help line you get stonewalled when you mention you are on airport - wireless access seems to translate to "router" there and they refuse to help...
Do we think Apple is looking into this at all???
G5/Dual 2.5 Tower
Mac OS X (10.4.3)
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Posts:
5
Registered:
Apr 17, 2005
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 21, 2005 5:47 PM
in response to: Jerry Brace
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Hi Jerry,
I have been experiencing exactly these symptoms, but could not track down the source of the problem. It is incredibly frustrating.
If this is truly what Rogers has done, they are making a horrible mistake. Retrieving podcasts through iTunes is a perfectly legal activity. As is the use of Bit Torrent for that matter (Last time I check Video podcasts of programs like TWiT and Diggnation are copyright free). I can't imagine that Apple would stay on the sidelines when so many Canadian customers are unable to use the Apple Music Store because of Rogers.
This is ridiculous.
Powermac G4 Quicksilver; Powerbook G4 1.25 GHz
Mac OS X (10.3.8)
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Posts:
44
Registered:
Oct 31, 2001
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 21, 2005 6:38 PM
in response to: Nygma38
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I called Rogers last night to see if I could get any information about what is going on. The first guy I talked to didn't know what I meant when I said "podcast". I bought an album from iTunes on the weekend. It was painful waiting for it to download. It would stall for several minutes, then download a few mb, and repeat.
I've switched to using Juice until this is cleared up. That solves my podcatching problem, but doesn't do anything for the purchasing problem.
PowerBook G4
Mac OS X (10.4.3)
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Posts:
79
Registered:
Oct 12, 2001
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 21, 2005 7:54 PM
in response to: Jamie Munro
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I'm adding my list to grumbling Rogers customers. I'm in midtown Toronto and I have Rogers Hi-Speed Extreme (or whatever they call it). Starting today I can't access the iTunes Music Store, can't stream anything that use Windows Media Player, can't listen to internet radio. Of course, I'm still able to sign on to my Bank and pay my Rogers bill online 
The guy I spoke to at Rogers said he found no record of other such reports. I know it's not my computer because I'm experiencing exactly the same thing on every other computer on the network. The tests that the Rogers guy was able to do didn't indicate any equipment problems. We checked speed and that didn't seem to be an issue. He was able to access the iTunes Music Store from his end. Maybe I should have just given him a shopping list. I think our best bet is to notify Apple. I'm pretty sure they'd like to have our money.
G5
Mac OS X (10.4.3)
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Posts:
9
Registered:
Nov 16, 2005
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Re: Rogers and Shaw ISP are the cause of iTunes Problems
Posted:
Nov 21, 2005 8:39 PM
in response to: Jerry Brace
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I'm also experiencing the same problems using Rogers High-speed here in west Toronto.
If Mr. Brace's assertion is correct then it's absolutely unacceptable for Rogers to just arbitrarily modify their clients' networking mechanism simply because they're trying to manage "BitTorrents, P2P, IRC" etc.
Are we Rogers clients not all subject to enforced bandwidth quotas? Beyond the quota what right does Rogers have to deny my internet usage should that extend to "large media files from more than 1 server"?
Considering the ever-increasing spotlight on the iPod and all things Apple, I'd have to hope that Rogers aren't totally asleep at the helm and realize that they need to address the situation (or disprove it!) before current subscribers vote with their wallets and take their business elsewhere.
I'm going to contact Rogers during business hours tomorrow and have my call escalated as high as I can get it before explaining the situation and asking them what they plan on doing about it - stay tuned... I'm sure that they'll tell me that they've taken care of everything and we're back in business 
Stonewall
iBook G4 / Mac mini Mac OS X (10.4.3)
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