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Ottawa, 16 February 2011

Ref. No.: 8646-C180-201016072


Mr. Nick Sardy
Computer Access Center
29A 3rd Ave South
Williams Lake, BC  V2G 1J1

Dear Sir:

Subject: Computer Access Center - Application for relief regarding service disruptions causing customers to not be able to use their Internet

On 18 October 2010, the Commission received a Part VII application from Computer Access Center (CAC) alleging that issues pertaining to the Shaw Communications Inc. (Shaw) and TELUS Communications Company (TELUS) networks were causing service disruptions to CAC’s dial-up Internet service.  On 23 December 2010, Commission staff issued a letter to CAC, TELUS and Shaw advising that this matter could be resolved through Commission staff assisted mediation.  All affected parties agreed to this approach.

Commission staff initiated the mediation on 11 January 2011 and a number of activities were undertaken by all parties to determine the technical nature and reasons for the service disruptions experienced by CAC.  The results of these activities were discussed at a conference call held on 10 February 2011.  Commission staff notes that at this conference call all affected parties concluded that the problems were most likely due to network/equipment incompatibilities.  In these circumstances, Commission staff considers that TELUS and Shaw cannot resolve the service disruption issue since it most likely appears to relate to the equipment used by CAC.

In light of the above, CAC’s Part VII application is closed.


Original signed by

Mario Bertrand
Director, Competition Implementation and Technology

cc: Mr. Ted Woodhead
Senior Vice President, Telecom Policy and Regulatory Affairs
215 Slater Street, 8th floor
Ottawa, ON K1P 0A6

Mr. Jean Brazeau
Senior Vice President, Regulatory
Shaw Communications Inc.
630 – 3rd Avenue SW, Suite 900
Calgary, Alberta T2P 4L4

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