This article covers some of the most commonly asked questions about third-party support. While Shaw is committed to providing the best service to our customers, we no longer can provide support for non-Shaw related issues.
This article will provide an overview of:
Did You Know:
Information about products not manufactured by Shaw, or independent websites not controlled by Shaw, is provided without recommendation or endorsement. Shaw assumes no responsibility with regard to the use of third-party websites or products.
Third-party devices and services are those not directly offered by Shaw. For example, Shaw may provide you with email services, but Shaw 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 Shaw cannot provide support for:
Here are some frequently asked questions on the scope of Shaw 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 3rd party hardware and software by speaking with the experts in it. Simply put, our agents are not trained in supporting 3rd 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 3rd party support sites and forums. We have compiled a list of common third-party support resources. Reminder that Shaw assumes no responsibility with regard to the use of third-party websites or products.
Is Shaw no longer providing technical support?
Shaw will continue to provide you with troubleshooting and support with accurate information related to your Shaw services. For non-Shaw support issues, we will do our best to refer you to the proper 3rd party experts for the best experience with their software and devices.
“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 3rd party email program, we recommend reaching out to the email software provider for further assistance.
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 Shaw provide support for setting up Smart homes?
We will support Shaw service installation, quality, and home automation up to the point of proving Shaw services in or out as the cause of an issue. Regular troubleshooting will apply for diagnosing and determining if Shaw services are working at optimal levels. Customers will be referred to 3rd party support for their device if there are issues with the use of service on a 3rd party device or through smart wiring.
"You’ve helped me with this before..."