Shaw Go WiFi FAQs

Shaw Go WiFi provides you with a Shaw Internet experience beyond the home allowing you to get online anytime you are in a Shaw hotspot. Once you register your mobile devices for Shaw Go WiFi, they will automatically connect every time you enter a Shaw Go WiFi hotspot. In the event that you are having issues connecting to Shaw Go WiFi, please use the Shaw Go WiFi Frequently Asked Questions below. 

Troubleshooting and FAQs
 

Learn how to troubleshoot common Shaw Go WiFi issues with these Frequently Asked Questions.

Does Shaw Go WiFi count towards my bandwidth usage?
No. Devices that have been authenticated and signed in are however subject to our Acceptable Use Policy - Internet. At this point in time, Shaw is not counting data consumption over Shaw Go WiFi as part of the monthly Internet package data allowance.

What is 'ShawPasspoint' and how is it different from 'ShawOpen'?
‘ShawPasspoint’ is an improved method for connecting to WiFi hotspots as part of the Wi-Fi Alliance Hotspot 2.0 specification. The 'ShawPasspoint' SSID allows for easier registration by installing a profile on your device. This allows you to register for Shaw Go WiFi from any location with an Internet connection and without having to be physically near a hotspot or having to look up the MAC address of your device.

  • Supported Apple devices utilize an iOS Hotspot 2.0 Mobile Configuration Profile to enable automatic connections to Hotspot 2.0 hotspots.
  • 'ShawPasspoint' is currently only available for devices that support the Hotspot 2.0 Specification.
    • We are currently working to support 'ShawPasspoint' on additional devices.
  • 'ShawPasspoint' is available at most of our Shaw Go WiFi locations. Where it isn’t available, 'ShawPasspoint' registered devices will connect to 'ShawOpen'.

I have a device that is registered to use 'ShawOpen'. How can I start using 'ShawPasspoint'?
Your devices that are currently registered to use 'ShawOpen' and support the Hotspot 2.0 standard can be easily upgraded to connect to the 'ShawPasspoint' network using the WiFi Registration page. Your device will receive the 'ShawPasspoint' profile that will enable automatic connection to 'ShawPasspoint' and 'ShawOpen'.

  • When your device connects to 'ShawPasspoint' for the first time, the new 'ShawPasspoint' registration and the old WiFi MAC registration will be merged into one registration. Prior to this first connection, you will notice two device registrations in your list of registered devices in My Shaw.

How does the 'ShawPasspoint' profile get added to the device?
After logging in, a note will come up which states: “Your device has the capability to receive and install a configuration (generated by Shaw) that will enable the ongoing automatic connection of your device to the Shaw Go WiFi Network.” After selecting Connect Now or Replace and Connect, the device will ask you to accept installation of the profile.

What kind of profile is the 'ShawPasspoint' Profile?
The profile is an iOS Configuration Profile that adheres to the Wi-Fi Alliance Hotspot 2.0 Specification.  It allows automatic connections to Hotspot 2.0 hotspots.

I don’t feel comfortable installing a profile on my device. Can I still register my device? Why is a profile necessary?

  • The 'ShawPasspoint' profile only serves to connect your device to Shaw Go WiFi without the need for you to configure your network settings while at a Shaw Go WiFi hotspot. However, you can still register your device without installing the profile.
  • Please see Managing Shaw Go WiFi Devices in My Shaw for steps on how to manually add a device. Please note, without installing a profile on your device you will only be able to connect to the ‘ShawOpen’ network.

I don’t like having the 'ShawPasspoint' profile installed on my device. Can I remove the profile and still use Shaw Go WiFi?
Absolutely! Please keep in mind that this will stop you from auto-connecting to the ‘ShawPasspoint’ network. If you wish to re-connect, you’ll have to go through the connection steps again.
Follow these steps to delete the profile from your device: Settings > General > Profile > Select ‘ShawPasspoint’ > Select Remove Downloaded Profile

  • You will only be able to connect to the ‘ShawOpen’ network without installing a profile on the device.

Where can I manage the 'ShawPasspoint' Profile on my iOS device?
Follow these steps to access the 'ShawPasspoint' profile: Settings > General > Profile > Select 'ShawPasspoint'

  • If you have selected to remove the ‘ShawPasspoint’ profile, your device will no longer automatically connect to ‘ShawPasspoint’. You can also manage your connected devices through My Shaw.

When can use my Android device on 'ShawPasspoint'?
While Android has supported Hotspot 2.0 for many years, without online registration, Hotspot 2.0 setup on an Android is not yet as straightforward as it is for iOS devices. At this time, Hotspot 2.0 is limited to iOS devices. We are continuously working to further support Hotspot 2.0 and ‘ShawPasspoint’ on new devices.

Why does my device still connect to 'ShawOpen' sometimes, even though it’s registered for 'ShawPasspoint' and I have the 'ShawPasspoint' profile on my device?
Due to iOS specific behaviours as well as uncontrollable aspects of WiFi technology, iOS devices may sometimes connect to ‘ShawOpen’ even when ‘ShawPasspoint’ is available.

When I manually select the 'ShawPasspoint' SSID, I’m asked for a username and password, but none of my Shaw credentials work here. What do I do?
If you need to manually connect your device to 'ShawPasspoint' and you are asked for credentials, it means your device isn’t yet registered to use 'ShawPasspoint'. You’ll need to register your device at http://shaw.ca/wifi/get-connected/ but once registered, your device should be automatically connected!

I'm connected to Shaw Go WiFi, but the login page isn’t loading, what do I do?
Once you have connected to a Shaw Go WiFi hotspot you will need to open a browser. If you've already registered your device, you will automatically be connected. If not, you will need to log in.
If the login page is not loading, it may be because your browser's homepage or the site you are navigating to is a secured site (https - like Google or Facebook). Try these steps:
If you have an Android device:

  1. Confirm you see the “Your connection is not private” screen
  2. Select Advanced
  3. Select Proceed to WiFiSignOn.shaw.ca (unsafe)
  4. You should now be re-directed to the login screen
android1.png android2.png android3.png


If you have an iOS device:

  1. Confirm you see the “Safari cannot open the page because it could not establish a secure connection to the server” screen
  2. Tap the URL bar at the top of the Safari web browser
  3. Go to a Website that is not secured (i.e. NHL.com)
  4. You should now be re-directed to the login screen
ios1.png ios2.png


How do I report a hotspot that isn’t working?
If you appear to be connected but cannot access the Internet, move to another Shaw Go WiFi hotspot and report the location of the faulty hotspot by submitting feedback through the Shaw Go WiFi Finder app on the Google Play Store or iOS App Store, or by calling Technical Support team at 1-855-877-WIFI (9434).

How can I manage my Shaw ID?
If you can connect to the access point but don’t have a Shaw ID, or have forgotten your password, follow these links to:
Create a Shaw ID
Reset your password

I am unable to auto-authenticate to a WiFi hotspot, what can I do?
You may be unable to authenticate to the network if you have exceeded the number of devices you can connect to Shaw Go WiFi on your account. The number of devices you can connect to depends on your current Internet plan.
To find out how many devices you can connect to Shaw Go WiFi:

  1. Log in to My Shaw
  2. Select Manage Internet
  3. Scroll down to Shaw Go WiFi devices
  4. Beside the Add Device button, you’ll see your number of available devices (as shown below)
managing devices.png


Why does the sign-in page continue to display after I have already signed in?
On certain Android devices, the sign-in page may continue to display, even after you have successfully signed in. If this occurs, try this:

  1. Go into Settings > Wi-Fi > Select ‘ShawOpen’ > Forget
  2. Once done, re-connect to ‘ShawOpen’ and sign in again.
    • You should no longer be prompted with the sign-in page and will be able to access the web.

Why can’t I sign-in-to the Shaw Go WiFi network?
If your device has cookies disabled, you may not be able to sign into the Shaw Go WiFi network. You can re-enable cookies through your mobile devices settings menu, or through your computer's Internet browser settings.

Which of my devices are compatible with Easy Device Registration?
Easy Device Registration is compatible with any device that has a browser and WiFi capabilities, including laptops, tablets, and smartphones.

I would like to request a new Shaw Go WiFi hotspot. How can I do this?
To request a new Shaw Go WiFi hotspot, please email your suggestion to wifisuggestions@sjrb.ca and include the following details:

  • Reasoning for Hotspot:
  • Street Address:
  • City, Province:
  • Phone:
  • Email:

Note: If you are a business looking to add a Shaw Go WiFi hotspot, we recommend checking out Smart WiFi by Shaw Business, which is one of our outstanding Business WiFi offerings that includes a Shaw Go WiFi hotspot for your customers.

 

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