How To: Troubleshoot Lost Connection to the Shaw Mobile Network
If you’ve lost connection to the Shaw Mobile network, your phone may display zero signal bars or show “No Service”.
If you are using your phone for the first time in a specific area, there may be factors limiting the mobile network signal from reaching your device. This can include trying to use your phone in a basement, high rise, or large industrial building where interference may be occurring
Manually Reconnect to the Shaw Mobile Network
If you previously had good connectivity in the same area, you may be able to manually reconnect to the Shaw Mobile network by following the steps below:
On an Android device:
Open the Settings menu
Select Mobile Networks
Select Network Operators
Choose Select Automatically
On an iPhone:
Tap Network Selection
Toggle Automatic off and back on again
If automatic is not enabled, enable it to re-connect to the Shaw Mobile network
Note: If you manually connect to the Shaw Mobile network using advanced settings, please re-enable automatic network selection to avoid service disruptions and automatically connection in the future.
If the problem is not resolved and you previously had good connectivity in the same area, contact us.
Troubleshoot Issues with Making a Call
If you are experiencing issues with outbound calls, the following steps may help:
Ensure that your phone is not set on Airplane Mode
Confirm you are connected to the Shaw or Nationwide network
Verify you have sufficient coverage bars on your phone
Are you using WiFi Calling? If so, disconnect from WiFi and attempt again
Confirm you are up-to-date on your monthly bills.
If you are still unable to complete a call, contact us.
Alternatives During a Voice Service Outage
If a voice service outage is confirmed for your location, there are a few things you can try:
Try using Messaging (e.g. SMS, iMessage, WhatsApp), Social Media, or other non-voice options. These applications may continue to work even when voice calling does not.
WiFi Calling allows Shaw Mobile customers on select iPhone and Android devices to make/receive calls, and send text, picture and video messages over a WiFi connection.
In addition to your WiFi networks at home or at work, Shaw Go WiFi allows you to access hundreds of thousands of WiFi hotspots at locations across Western Canada. WiFi Calling can be used when connected to Shaw Go WiFi hotspots.
Many mobile network connection issues are resolved by restarting your device. Alternatively, you can try toggling Airplane mode on and then off again to re-connect to the mobile network.
Emergency Services During a Service Outage
The Canadian Radio-Television and Telecommunications Commission mandates that all network providers must allow for 9-1-1 services — no matter whether you subscribe to their services or not.
If your Shaw Mobile services are interrupted, it’s likely that you will still get emergency coverage from your phone.