Rogers / Shaw email account and VPN or Travel Abroad.

Rick_in_PoMo
Grasshopper

I previously posted this in Rogers forum but was suggested to post in Shaw forum

In 2023, I visited the Greek Islands and when trying to check my Shaw email and found it locked. This is a very annoying problem and I could not get this resolved until I got back to Canada. This is something that Rogers / Shaw should sort out so it doesn't happen. So, what are the solutions?

 

1. I didn't know that users should have a non Rogers / Shaw email so they could be contacted in the case email was locked. Maybe a note on both Internet and mobile bills should state "Using a VPN or going abroad? Please let us know".

 

2. Maybe Rogers should not lock emails or the account. G.mail does not lock email.

Or, if there is a robust password for the email don't lock the emails or account.

Or, maybe users agree with Rogers to not lock their emails or account.

Or, account holder contact Rogers in advance of an overseas visit so that log-in from an abroad IP address is expected. This would save Rogers agents considerable time compared to sorting out locked email and account problems.

 

Thoughts, Shaw?

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12 Replies

what did you have to do to resolve this problem when you...

rstra
Grand Master

@Rick_in_PoMo  what did you have to do to resolve this problem when you got back to Canada? I have travelled a lot outside of Canada and my email has never been “locked”

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Hi rstra, I had to phone up Shaw support to get unlocked.

Rick_in_PoMo
Grasshopper

Hi rstra,

I had to phone up Shaw support to get unlocked.

 

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We had our shaw email accounts locked while in Europe....

tcoape-arnold
Grasshopper

We had our shaw email accounts locked while in Europe.   Something to do with protecting their servers.  Great way to treat customers....worst ever.

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Hi. Once your email is locked you really have only two op...

tcoape-arnold
Grasshopper

Hi. Once your email is locked you really have only two options:   phone shaw from overseas which I couldn't do because I didn't have an overseas cell, or use their Internet chat service which I did use.  After going through three chat operators that knew absolutely zero about the issue I eventually got someone familiar with the issue.   The only solution was for them to reopen the account via an email to my Google account.  Always have a backup non-isp email account when traveling overseas.   What a dumb hassle.   Apparently shaw servers have algorithms that stop suspicious logins or activity......but regular customers?   Really shaw you can do better!

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Thanks for your reply. It is an annoying problem. To make...

Rick_in_PoMo
Grasshopper

Thanks for your reply. It is an annoying problem. To make matters worse, the rescue email was one of my Shaw email accounts which was blocked instead of my G-mail. I tried to chat by WhatsApp, but I was off an island in Greece and cellphone reception was difficult.

I note that Shaw have not replied to any of my suggestions. There really is no reason this should happen. At least my G-mail kept working.

 

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wrote:  I didn't have an overseas cell See: https://www.c...

mdk
Legendary Grand Master

@tcoape-arnold wrote:  I didn't have an overseas cell

See: https://www.canada.ca/en/contact/international.html

For example, if you are in New Zealand or Norway, dial "00" then "888-472-2222" to bypass those countries "domestic" telephone systems, and make an "overseas" call to Shaw Support.

Some mobile-phones allow you instead to dial "+1"  before the "888" number. The device will determine "how" to connect, depending on where in the world you are calling from.

 

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This happens EVERY time we travel outside of North Americ...

JohnMilligan
Grasshopper

This happens EVERY time we travel outside of North America.

It is ridiculous.

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Hi I am in Italy right now and yesterday had to reset my...

drjd
Grasshopper

Hi

I am in Italy right now and yesterday had to reset my password in order to access my emails. By the afternoon I was blocked again! I have been traveling for 2 weeks and didn't have this problem until now. Have changed the password AGAIN.

It also happened while in Australia in May-but not right away, only after about one week there. That time we had to call Shaw, luckily I was with my husband, as the shaw account was set up by him, only he can speak to shaw about it-how ridiculous is that? We are not always in the same country. 

One (of many) annoying thing is the complete randomness of it. In Australia in 2023 it didn't happen, in Greece in 2022 it didn't happen. 

Like many, when I travel I set up a new SIM to avoid very expensive Canadian roaming charges, so then am unable to receive authentication codes that might be sent to mobile number.

Note, that my husband's email  (that is part of the "shaw ID" for the account) did not receive any notification that Shaw was going to start blocking access to the webmail.

At the bottom of this page is "we're here to help" through which one can contact live messaging. But it is 2 am in Canada and there is no live chat going on when I tried that right now.

Also note that I could not access this support page without my husband's shaw ID and password even though we are co-owners of our shaw account for 30+ years!

I am saddened to learn that there has been no response from Shaw/Rogers on this issue as it seems to mean that we are not valued customers "easy come, easy go" and I will certainly remember that when reconsidering my internet and cell provider service.

Another work around is to establish a private VPN and use only this to access your webmail while overseas, but of course you then have to reconfigure the settings on all your devices to accommodate this, and frankly my technical skills may not be up to it.

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Hi, I hear you. There has been no comment from Shaw as to...

Rick_in_PoMo
Grasshopper

Hi,

I hear you. There has been no comment from Shaw as to how they will prevent the problem, such as using one of my possible solutions.

 

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