As the implications of COVID-19 continue to evolve, we want to assure you that the health and safety of our employees and our customers is our number one priority. During the COVID-19 crisis, we all need to do our part to help each other stay safe and healthy. With the following initiatives, we’re trying to do our part in keeping you connected and informed. 

Self-Serve

The crisis posed by the threatened spread of the COVID-19 virus has also revealed how much we all rely on our connectivity – whether to stay connected to our workplace, get in touch with friends and family, or to keep our families informed and entertained.

You can manage your Shaw services without leaving home. While you practice social-distancing, use these Support resources to manage your Shaw services.

How do I manage my account online?
If you’re looking for different ways to manage your services or pay your bill, you can do it all online via My Shaw. To get started, all you need is a Shaw ID. Learn more about creating a Shaw ID

How can I pay my bill?
You can pay your bill online via your bank or on My Shaw. As well, you can make a payment using Shaw’s automated phone service at 1-888-472-2222. Learn more about all self-serve payment options.

Need to pause your services temporarily? How to suspend your Shaw services temporarily

Need to have your Shaw services reconnected? Contact us.

How do I return Shaw equipment?
With the temporary closure of all our retail locations, you can just mail your Shaw equipment to us. If you need a return label, please contact Support. Learn more about returning your equipment.

Can I change, renew or upgrade my Shaw services?
Yes, you can contact an agent via chat or phone to make changes to your TV, Internet or BlueCurve Total plan. See our best offer or visit our other Internet Plan options.

How do I add individual TV channels or TV channel packages?
From premium channels to multicultural language channels, you can add almost any channel to your plan. Check out our TV add-on options.  If you have BlueCurve TV, you can order channels right from your BlueCurve TV player.

COVID-19 Support Resources/FAQs

We’re working with our partners to ensure communities across Canada get the help they need.

Can I get financial help with my bill?
Our team can work with you to find a flexible payment arrangement that considers your financial and connectivity needs during this crisis. Learn more about requesting a payment extension.

Will my residential service rate increase?
No, we have postponed the previously announced residential service rate adjustments you may have seen on a previous bill. Learn more with our Rate Adjustment FAQ.

Who can use Shaw Go WiFi?
Everyone in Canada, including non-Shaw customers, can now access over 100,000 Shaw Go WiFi hotspots. No registration required – just go to your WiFi settings and connect to the Shaw Go network on your device. Learn more about Shaw Go WiFi.

What extra channels are free?
You can access more free channel previews to help keep you and your family informed and entertained, including: Family, National Geographic, CBC News Network and CTV News Channel. View a list of all available free channels.

What educational support is available for my kids?
While schools are closed, we’ve partnered with EverFi to make it easier to help you continue your children’s education at home.

Are there Internet data limits?
No, none of our Internet plans include data caps, so you don’t need to worry about data overages.

What is happening to the Connecting Families initiative?
This is a financially difficult time for many low-income families. We want to help by offering a 2-month credit on the bill of any family participating in the initiative. 

How else is Shaw helping communities impacted by COVID-19?
Through our #ShawHelps initiative, we’re trying to help out where we can. From helping support low-income families to donating $1 million to Community Food Centres Canada, we’re just doing our part during this crisis. Learn more about #ShawHelps.

Will door to door sales be resuming?  If so, are there safety measures in place?
Yes, many of our sales representatives have resumed making house calls. As the safety of our employees and our communities remain our top priority, we have implemented strict safety measures that follow both federal and local guidelines. Any Shaw employee visiting your home will:

  • Follow social distancing protocols, remaining 2 meters away from people in your home
  • Be equipped with sanitizer and PPE such as masks
  • Not engage in any physical contact such as handshakes

Security Tips

As part of being more connected during the COVID-19 crisis, watch out for increased cybercrime during these uncertain times.

What are general tips to stay safe online?

Following a few simple rules can help protect your network from most online threats:

What are phishing emails?

Phishing emails are often used to steal people’s data, including login credentials and credit card information. Attackers usually pretend to be a trusted source and will try and get you to click on malicious links.

What are common phishing emails to look out for?

Cybercriminals are using fear of the pandemic to trick people into opening phishing emails that may compromise your computer. These emails may install malicious software or attempt to capture any sensitive data on your computer. The following are just a few examples of phishing emails you may encounter:

  • “Click to donate for a COVID-19 cure”
  • COVID-19 tax refund deposit
  • Communications from CDC, WHO and other health agencies
  • Government and EI support payments
  • “Secure work from home VPN setup”

How do I protect myself against malicious emails?

The following tips can help you identify if an email is malicious and not from a trusted source:

  • Ensure the address or attachment is relevant to the content of the email
  • Check to see if the email address has a valid user and domain name
  • Make sure you know the sender of an email
  • Look out for misspellings and poor grammar
  • Use anti-virus or anti-malware software, such as McAfee Internet Security (free for all Shaw Internet customers)
  • Be extra cautious if the email tone is urgent
  • If you were not expecting an attachment, verify with the sender
  • Determine if a link in an email is legitimate by hovering over it before you click to ensure the URL corresponds with the content of the email

What scams should I be aware of outside of malicious emails?

Along with malicious emails, cybercriminals may use other methods to get sensitive information from you such as vishing and smishing. Vishing is a phishing scam via voice or voicemail, while smishing is using text/SMS messages to phish people. Some common examples during this crisis include:

  • “You tested positive for coronavirus”
  • “We have locked your debit card for safety”
  • “People infected in your neighborhood”
  • “Air filters to protect you from COVID-19”

How do I protect myself against vishing and smishing messages?

Never reveal personal information over the phone. Banks will always ask pre-determined authentication questions prior to asking you for personal information, and they will never request this information via text. 

How do I protect myself against malicious websites?

Since the rise of COVID-19, people have flocked to the Internet to find the latest news. Unfortunately, many websites have been created by scammers to spread misinformation. To protect yourself, ensure URLs are spelled correctly. You should also directly type the URL into a search bar instead of clicking on a provided link, as well as hover over a link to check if it will take you to the expected website.

Some common examples of malicious websites include: 

  • COVID-19 map by Johns Hopkins University
  • Online fast tests and cures
  • Canadian Red Cross offering face masks and gloves for a donation

Shaw Support FAQs

Still have questions? Visit any of our Frequently Asked Questions pages to find your answers.  Here are a couple to get you started.


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