This article covers some of the most commonly asked questions about third-party support. While Rogers is committed to providing the best service to our customers, we no longer can provide support for non-Rogers (legacy Shaw) related issues.
Note: Information about products not manufactured by Rogers, or independent websites not controlled by Rogers, is provided without recommendation or endorsement. Rogers assumes no responsibility with regard to the use of third-party websites or products.
What is considered third-party support? |
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Third-party devices and services are those not directly offered by Rogers. For example, Rogers may provide you with email services, but Rogers did not provide you with your mobile phone and, therefore, cannot provide support for email issues related to your phone. While not comprehensive, this is a general list of devices and services Rogers cannot provide support for: Not supported by Rogers (legacy Shaw):
Want to get more out of your device? Check out these interactive tutorials. |
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| Related: Billing & Account Support | Internet Support | TV Support | Home Phone Support |
Third-party support FAQ
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Here are some frequently asked questions on the scope of our support. You’ve helped me before with my third-party device. Why has your policy changed? We want to ensure that our customers receive the best possible support for their third-party hardware and software by speaking with the experts in it. Simply put, our agents are not trained in supporting third-party equipment and software. The best way to resolve your non-Shaw related issue is to leverage support from the third-party brand. Where can I find the support and answers that I need? Many answers can be found free of charge on third-party support sites and forums. We have compiled a list of common third-party support resources. A reminder that Rogers assumes no responsibility with regard to the use of third-party websites or products. Is Rogers no longer providing technical support? Rogers will continue to provide you with troubleshooting and support with accurate information related to your Rogers (legacy Shaw) services. For non-Rogers support issues, we will do our best to refer you to the proper third-party experts for the best experience with their software and devices. Does Rogers (legacy Shaw) provide support to set up new email accounts on email clients? No, third-party email clients are out of scope. We can provide you with Shaw’s email server settings and other Shaw related email support. “But it’s your email...” We are happy to support access to and use of our shaw.ca email addresses. If you can successfully log in and send/receive email through our webmail.shaw.ca site, then your Shaw email address is working and the issue is with your email client. To troubleshoot challenges with a third-party email program, we recommend reaching out to the email software provider for further assistance. (For example, if you are having issues with Outlook you would be best served by visiting Microsoft Support for Outlook.) Does Rogers provide support to set up my new mobile phone? No, as mentioned above, your mobile phone is a third-party device. We continue to provide you with our email server settings and other Shaw related email support, but for device setup or specific troubleshooting you will be be referred to third-party support resources. Does Rogers provide support for setting up smart homes? No. We’ll support the installation and troubleshooting of your Rogers Internet, TV, and Phone services to ensure they’re working at an optimal level. Support requests for third-party devices or configurations that enable smart home features will be referred to the device manufacturer. |
| Related: Email Setup Support | Billing & Account Support | Internet Support | TV Support | Home Phone Support |
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