Shaw Mobile Brand Sunset FAQ

[#1]

• General FAQ
• Service and Activation FAQ
• Account FAQ

Effective June 6, 2023, Shaw Mobile customers in BC and Alberta will be invited to transfer their wireless service to Rogers. This means that Shaw Mobile customers will have the opportunity to migrate their service over to the Rogers coast-to-coast wireless network while keeping their same mobile number and paying the same prices they do today.

Once moved to an equivalent plan, Shaw Mobile customers will immediately begin enjoying the benefits of being connected to the Rogers Mobile Canada-wide 4G LTE network at no additional cost. What’s more, the migration to an equivalent plan will also come with a five-year price guarantee effective until April 3, 2028.

Shaw Mobile customers will receive an email, signaling that they can now transfer their services to Rogers, either in person, over the phone at 1-844-551-1957 or by chat at rogers.com/support/shaw/mobile.

When Shaw Mobile customers migrate to Rogers Mobile, they will have an opportunity to upgrade their services to Rogers 5G network or stay on an equivalent 4G LTE plan.

General FAQ

• What is happening?

  Effective Tuesday, June 6, 2023, Shaw Mobile customers in BC and Alberta will be invited to transfer their wireless service to Rogers. This means that Shaw Mobile customers will have the opportunity to migrate their service over to the Rogers coast-to-coast wireless network while keeping their same mobile number and paying the same prices they do today.

  Existing Shaw Mobile customers will see their services migrated over to an equivalent Rogers Shaw plan at the same rate, which will also come with a five-year price guarantee effective until April 3, 2028.

  These comparable plans will not be eligible for device financing and will not include features such as Roam Like Home and 5G network access. These will be Bring Your Own Device (BYOD) plans only.

  When Shaw Mobile customers migrate to Rogers Mobile, they will have an opportunity to move to a new 5G offer or stay on the equivalent Rogers Shaw plans.

• What do I need to do to migrate from Shaw Mobile to Rogers Mobile?

  Shaw Mobile customers will be emailed to signal that they can now move to a Rogers Shaw plan. They can then visit a Rogers retail location or contact Rogers over the phone at 1-844-551-1957 or by chat at rogers.com/support/shaw/mobile. and quote their telephone number to transfer their services to an equivalent plan.

• When do I need to migrate my Shaw Mobile service?

  Shaw Mobile customers will begin receiving their migration emails beginning Tuesday, June 6, which will allow them to migrate their services over to an equivalent Rogers Shaw plan.

  These emails will continue being distributed to Shaw Mobile customers throughout the coming months. All Shaw Mobile customers will eventually need to make the move to Rogers Mobile.

  Once the transfer to a Rogers Shaw plan is complete, make sure to set-up the MyRogers App and update your billing details, and pay any remaining Shaw Mobile account balance.

• How do I ensure my pricing will stay the same if I change from Shaw Mobile to Rogers Mobile?

  Shaw Mobile customers who migrate over to Rogers Mobile will be automatically provided an equivalent plan that will maintain the same wireless rate they currently pay.

  This rate is guaranteed to stay the same for the next five years, and there is no additional action required on the part of Shaw Mobile customers to retain this same pricing.

  Please note that any add-on subscriptions are not transferred over automatically as they are not a part of the base Rogers Shaw plans and will need to be signed up for after the transfer.

• How long will Rogers honour my existing Shaw Mobile wireless plan pricing?

  We have committed to honouring existing pricing for Shaw Mobile customers in BC and Alberta who subscribe to Shaw Internet for five years until April 3, 2028. To maintain your existing pricing, you must maintain your current Shaw Internet subscription and enroll in automatic payments with Rogers, if applicable.

• I'm a Shaw Internet customer in BC/AB and I already have mobile service from Rogers/Fido, can I get the same discount?

  This offer is only available to Shaw Mobile customers migrating their services over to Rogers Mobile.

• Until I am migrated to Rogers Mobile, will my Shaw Mobile account still receive the same technical and billing support?

  Yes! This change will not impact the ability or the ways in which we provide support to current Shaw Mobile customers.

• If I currently have Shaw Mobile, but am not currently a Shaw Internet customer, can I receive the Rogers Shaw plan?

  Yes. All Shaw Mobile customers in BC and AB are eligible to have their services migrated over to Rogers Mobile.

• If I currently have Shaw Mobile, but I am subscribed to a legacy Shaw Internet package, do I need to upgrade my Internet to Shaw Fibre+ Internet to continue receiving the discounted price?

  All Shaw Mobile customers in BC and AB are eligible to have their services migrated over to Rogers Mobile.

Service and Activation FAQ

• If I don’t switch over to Rogers Wireless today, what happens to my Shaw Mobile service?

  For now, you can continue to use your Shaw Mobile service as you do today. We will be reaching out to you via email to begin transferring your plan in the coming months. Eventually, all Shaw Mobile customers will need to make the move to Rogers Mobile. In the interim, your current service will not be impacted.

• Can I still sign up for new Shaw Mobile services?

  New Shaw Mobile sign-ups, additional lines, and hardware upgrades will no longer be available for Shaw Internet customers as they were discontinued in early April 2023. At this time, all new wireless activations must be completed through Rogers Mobile at a Rogers retail location. Go to rogers.com/mobility to explore in-market Rogers Infinite plans.

• How many Shaw Mobile lines from the same household can be ported to Rogers Mobile and still receive the Shaw Rogers Mobile plan?

  You can migrate the same number of lines you currently have with Shaw Mobile to Rogers Mobile on equivalent plans.

• Can I add a new line to my existing Shaw Mobile account?

  Any new or additional lines are not eligible for the equivalent Rogers Shaw plans. If you would like an additional line, you can explore in-market Rogers plans.

  Customers looking to activate a new mobile service can visit a Rogers retail location or go to rogers.com/mobility to explore in-market Rogers Infinite plans.

• I have a Shaw Mobile SIM card. Can this still be activated on my device?

  Shaw Mobile inactive SIM cards must be activated in a Shaw Retail location by June 30, 2023.

• When I switch to Rogers Mobile, can I keep all my lines and phone numbers?

  Absolutely! When switching from Shaw Mobile to Rogers Mobile, you will be eligible for the same number of lines and can keep the same phone numbers you have today.

  All Shaw Mobile lines must be migrated to a Rogers Shaw plan at the same time.

• Can I finance or purchase a new device once I migrate over to Rogers Mobile?

  The equivalent plans offered to Shaw Mobile customers migrating over to Rogers Mobile are Bring Your Own Device (BYOD). If you’re interested in financing a new device, you can browse Rogers in-market plans here!

• Will I be charged a Setup Service Fee when migrating my Shaw Mobile services over to Rogers Mobile?

  There is no Setup Fee for migrating lines. Shaw Mobile customers that port their current number to a Rogers account will receive an immediate SSF credit.

  Conditions may apply. Please visit a Rogers retail location for more details.

• Do these Shaw Rogers Mobile plans offer financing for new devices when I migrate?

  These exclusive plans for existing Shaw Mobile customers were created with Bring Your Own Device (BYOD) in mind. To be eligible for device financing, you can select an in-market Rogers Infinite plan.

  Customers wishing to stay on a comparable plan to what they have with Shaw Mobile can choose to purchase a new device outright.

Account FAQ

• If I change my current Shaw Internet plan, can I keep the Rogers Mobile discount?

  As long as your Shaw Internet service remains active and on billing, you can continue to enjoy a discount on your Rogers Mobile service. If you downgrade your Internet tier, the amount of your mobile discount may be impacted.

• What will happen to any MyTab balance if I change from Shaw Mobile to Rogers Mobile?

  If there is any MyTab balance, the remaining amount will be added to the final Shaw Mobile invoice. Moving to Rogers Mobile means receiving the full benefit of a Rogers account and closing your existing Shaw Mobile account, so any MyTab balance will need to be paid off.

  You can check your current MyTab balance under My Plan and Device using MyShawMobile.

  We are working on a solution to migrate your MyTab, which will be available in the coming months. We’ll contact you directly to make the process as easy as possible.

• What happens to my Shaw Rogers Mobile plan if I cancel my Shaw Internet services?

  Your discount is dependent upon having Shaw Internet services. If those services are cancelled, you would no longer be eligible for your Shaw Rogers Mobile plan.

• Will I still have access to Shaw Go WiFi after I switch to Rogers Mobile?

  If you migrate from Shaw Mobile to Rogers Mobile, you will retain Shaw Go WiFi access via ShawOpen hotspots as long as you remain a Shaw Internet customer.

  Shaw Mobile customers who migrate to Rogers may need to re-authenticate their device to Shaw Go WiFi the next time they are at a ShawOpen hotspot.

• What if I just bought a device from Shaw Mobile and I’d like to return it?

  The Shaw Mobile standard Buyer’s Remorse policy applies as it did before:

  • If you have purchased your device within the last 30 days, the device is in like-new condition, and you have not used more than 50% of your monthly allotted data, you can return the device for a refund. All refunds must be completed in person in a Shaw Retail location.
  • Learn more: How to return Shaw Mobile equipment.
• Can I still make account changes to my Shaw Mobile account using MyShawMobile after the migration?

  As part of the migration to Rogers Mobile, Shaw Mobile customers will be asked to create a MyRogers account to set up their preferences and manage their account.

• Will my billing information carry over when I switch to Rogers Mobile?

  Billing details, including automatic payments, will not carry over. Customers can confirm their billing preferences while switching to Rogers in any Rogers retail location or by setting up ebilling through their MyRogers account.

  To maintain your existing pricing, please ensure you set up automatic payments via MyRogers once you’ve migrated to Rogers.

• Who do I contact for questions on my bill (before and after migrating)?

  If your questions are for a Shaw Mobile invoice (before your migration to Rogers), you are still able to contact Shaw Mobile at www.shaw.ca/contact-us.

  If your questions are for a Rogers Mobile invoice (after migration), you would contact Rogers Mobile at www.rogers.com/contact.

Related readings

• Rogers & Shaw Coming Together FAQ
• Mobile Articles
• Mobile Discussions