@lucy_ricky -- is this still a problem? When you contacted Shaw Support (1-888-472-2222) were they able to resolve the issue?
What computer/device are you using (smart-phone? Macbook? Windows?). Windows 8 or 10 or 11? Which web-browser (Opera? Edge? Chrome? Firefox?).
@sbymoen -- welcome to this peer-to-peer discussion forum, where volunteers try to help.
This forum is not a direct path to Shaw Support (1-888-472-2222). Telephone them.
Or, take your computer (but not the external pieces (keyboard, mouse, screen) to any "computer store". They can temporarily connect their pieces on your computer, to try to replicate your issue.