Service Updates & Outages

BC Interior

100 Mile House, Armstrong, Castlegar, Chilliwack, Coldstream, Cranbrook, Creston, Dawson Creek, Elkford, Enderby, Fernie, Fort St. John, Fruitvale, Grand Forks, Harrison Hot Springs, Hope, Invermere, Kamloops, Kelowna, Kimberley, Lumby, Montrose, Nelson, Peachland, Penticton, Prince George, Quesnel, Rossland, Salmon Arm, Spallumcheen, Sparwood, Summerland, Taylor, Trail, Vernon, Warfield, Williams Lake, and nearby communities

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Scheduled Maintenance

Nov 20 - West Kelowna, West side of Okanagan Lake | Internet, WiFi, Television and Phone Interruption

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Service Announcements

Rogers together with Shaw product names update

<DIV id="article-top" class="tkb-custom-template"> <DIV class="lia-quilt-row lia-border-box tkb-overview-box"> <DIV class="lia-quilt-column lia-quilt-column-08 tkb-toc"></DIV> <DIV class="lia-quilt-column lia-quilt-column-16 tkb-overview"> <P>Over the coming weeks and months, as Rogers comes together with Shaw, you will notice that our support content will be updated to our new branding for applicable products, hardware, and apps. With these changes, you will not see any impact to your existing services.</P> <P>Customers with the BlueCurve TV experience may soon see an update to their guide and menu appearances to reflect Ignite branding on their TV. There are no changes to how the service works with these updates.</P> </DIV> </DIV>   <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1328660713">Updated Terms</H2> <P>See the table below for terms that are changing throughout the Shaw Support site.</P> <TABLE style="border-style: none; width: 100%;" border="0" width="100%"> <TBODY> <TR> <TD style=" text-align: center; "><FONT color="#FFFFFF"><STRONG>Before</STRONG></FONT></TD> <TD style=" text-align: center; "><FONT color="#FFFFFF"><STRONG>After</STRONG></FONT></TD> </TR> <TR> <TD style=" text-align: center; "><STRONG>Hardware</STRONG></TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Fibre+ Gateway 3.0 (XB8)</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Ignite WiFi Gateway (Gen 3) modem</TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Fibre+ Gateway 2.0 (XB7)</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Ignite WiFi Gateway (Gen 2) modem</TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Fibre+ Gateway (XB6)</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Ignite WiFi Gateway modem</TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">4K Wireless TV Players (Xi6, XiOne)</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Ignite Entertainment Box</TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">BlueCurve TV Players (XG1v3, XG1v4, XiD)</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">TV Player</TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Fibre+ WiFi Pods</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Ignite WiFi Pods (Gen 2)</TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">BlueCurve WiFi Pods</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Ignite WiFi Pods (Gen 1)</TD> </TR> <TR> <TD style=" text-align: center; "><STRONG>Television</STRONG></TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">BlueCurve TV</TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Ignite TV</TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Shaw Stream</TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Ignite Streaming</TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Video on Demand / Shaw on Demand</TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">On Demand</TD> </TR> <TR> <TD style=" text-align: center; "><STRONG>Internet</STRONG></TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">BlueCurve Network Security</TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Advanced Security</TD> </TR> <TR> <TD style=" text-align: center; "><STRONG>Home Phone</STRONG></TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Shaw Home Phone<BR /> <UL> <LI>(Connect via Fibre+ Gateway)</LI> </UL> </TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Ignite Home Phone</TD> </TR> <TR> <TD height="47px" style="border-style: solid; border-color: #dddddd;">Shaw Home Phone<BR /> <UL> <LI><SPAN>(Connect via Digital Phone Terminal)</SPAN></LI> </UL> </TD> <TD height="47px" style="border-style: solid; border-color: #dddddd;">Rogers Home Phone</TD> </TR> <TR> <TD style=" text-align: center; "><STRONG>Apps</STRONG></TD> </TR> <TR> <TD height="81px" style="border-style: solid; border-color: #dddddd;">BlueCurve TV App</TD> <TD height="81px" style="border-style: solid; border-color: #dddddd;">Ignite TV App<BR /> <UL> <LI>Referred to as "<EM>Ignite TV (Shaw) App</EM>" in app stores.</LI> </UL> </TD> </TR> <TR> <TD height="103px" style="border-style: solid; border-color: #dddddd;">BlueCurve Home App</TD> <TD height="103px" style="border-style: solid; border-color: #dddddd;">Ignite HomeConnect App<BR /> <UL> <LI>Referred to as "<EM>Ignite HomeConnect (Shaw) App</EM>" in app stores.</LI> </UL> </TD> </TR> <TR> <TD style=" text-align: center; "><STRONG>Additional Services</STRONG></TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Shaw Fibre+ Network</TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Rogers Fibre-Powered Network</TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Shaw Go WiFi</TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Rogers WiFi Hotspots</TD> </TR> </TBODY> </TABLE> </DIV> </DIV>  <BR /> <DIV class="lia-quilt-row lia-border-box tkb-related-articles-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--441157032">Related readings</H2>  <UL class="related-article"> <LI><A href="https://support.shaw.ca/t5/billing-account-articles/rogers-shaw-coming-together-faq/ta-p/56371" target="_self">Everything you need to know about Rogers & Shaw</A></LI> <LI><A href="https://support.shaw.ca/t5/mobile-articles/shaw-mobile-brand-sunset-faq/ta-p/58806" target="_self">Shaw Mobile Brand Sunset FAQ</A></LI> </UL> </DIV> </DIV> </DIV>

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Shaw Network Security update: McAfee products being discontinued

<DIV id="article-top" class="tkb-custom-template"> <DIV class="lia-quilt-row lia-border-box tkb-overview-box"> <DIV class="lia-quilt-column lia-quilt-column-08 tkb-toc"></DIV> <DIV class="lia-quilt-column lia-quilt-column-16 tkb-overview"> <P>We constantly evaluate our products and services to ensure the best possible experience for our customers. This sometimes results in discontinuing older products and services. As part of this, we will be removing McAfee Multi-Access from our Advanced Network Security add-on as of June 20, 2024. McAfee Multi Access products (e.g., McAfee Total Protection, McAfee Mobile Security) will no longer be active on your device(s) after this date. McAfee Internet Security will also no longer be active.</P> <P>Advanced Security, formerly part of a subscription to Shaw Network Security, is now included at no extra cost with all our Ignite Internet plans.</P> </DIV> </DIV>   <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1328690719">I subscribe to Shaw Network Security. Can I continue to use it?</H2> <UL> <LI>Your subscription to Shaw Network Security will automatically end and you’ll no longer be charged for this add-on. You may notice a credit on your bill for the amount before the add-on disappears completely.</LI> <LI>If you’re an Ignite Internet customer, you’ll continue to have access to Advanced Security protection in the Ignite HomeConnect app at no additional charge.</LI> </UL> </DIV> </DIV> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--441187038">How do I get access to Advanced Security in the Ignite HomeConnect app? </H2> <UL> <LI>We now include Advanced Security at no extra cost with all Ignite Internet subscriptions. Visit <A href="https://www.shaw.ca/internet/plans" target="_blank" rel="noopener nofollow noreferrer">Shaw.ca</A> to learn more about our Internet plans.</LI> <LI>If you’re an Ignite Internet subscriber, you can <A href="https://support.shaw.ca/t5/internet-articles/about-bluecurve-advanced-security/ta-p/18188" target="_self">enable Advanced Security</A>.</LI> </UL> </DIV> </DIV> </DIV> <DIV class="tkb-custom-template"> <DIV id="article-top" class="tkb-custom-template"> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-446316643">How do I ensure my computer is protected if I don’t have McAfee antivirus through Shaw?</H2> <UL> <LI>If you have a PC with Windows 10 or later, your operating system will have Microsoft Defender Antivirus built in.</LI> <LI>If you’re using Windows 7, you can install <A href="https://www.microsoft.com/en-ca/download/details.aspx?id=5201" target="_blank" rel="noopener nofollow noreferrer">Microsoft Security Essentials</A> for free directly from Microsoft.</LI> </UL> </DIV> </DIV> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-1333820324">How do I uninstall McAfee software from my computer or mobile device?</H2> <UL> <LI><A href="https://support.shaw.ca/t5/internet-articles/how-to-uninstall-mcafee-internet-security/ta-p/6621" target="_self">How to uninstall McAfee Internet Security</A>.</LI> <LI><A href="https://support.shaw.ca/t5/internet-articles/how-to-uninstall-mcafee-multi-access-apps/ta-p/18705" target="_self">How to uninstall McAfee Multi Access apps</A>.</LI> </UL> </DIV> </DIV> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--2073643291">How do I get support with other McAfee subscriptions or products?</H2> <UL> <LI>Please visit <A href="https://www.mcafee.com/support/" target="_blank" rel="noopener nofollow noreferrer">McAfee’s support page</A> for assistance.</LI> </UL> </DIV> </DIV> </DIV> <DIV class="tkb-custom-template"> </DIV> </DIV> <DIV class="tkb-custom-template"><BR /> <DIV class="lia-quilt-row lia-border-box tkb-related-articles-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1186139610">Related readings</H2> <UL class="related-article"> <LI><A href="https://support.shaw.ca/t5/internet-articles/about-bluecurve-advanced-security/ta-p/18188" target="_blank">About: Advanced Security</A></LI> <LI><A href="https://support.shaw.ca/t5/internet-articles/how-to-uninstall-mcafee-internet-security/ta-p/6621" target="_blank">How To: Uninstall McAfee Internet Security</A></LI> <LI><A href="https://support.shaw.ca/t5/internet-articles/how-to-uninstall-mcafee-multi-access-apps/ta-p/18705" target="_blank">How To: Uninstall McAfee Multi Access apps</A></LI> </UL> </DIV> </DIV> </DIV>

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Home Phone service updates

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Cable TV service ending in select communities (Rogers Xfinity TV upgrade available)

<DIV id="article-top" class="tkb-custom-template"> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <P>On February 15, 2024, the technology used to deliver cable TV in certain communities will reach the end of its service life and the third-party provider of this technology will no longer support it.</P> <P>We're notifying all impacted customers well in advance of this technology change.</P> <P>Impacted communities:</P> <UL> <LI>Merritt, BC</LI> <LI>Wawa, ON</LI> <LI>Flin Flon, SK</LI> <LI>Creighton, SK</LI> <LI>Thompson, MB</LI> <LI>Stonewall, MB</LI> </UL> <P>If you don’t migrate to a compatible television platform by February 15, 2024, your cable TV box will stop working. You won’t be charged for cable television after that date.</P> <P>To learn more about the benefits and features of upgrading to our best video technology, visit <A href="https://www.shaw.ca/tv" target="_blank" rel="noopener nofollow noreferrer">shaw.ca/tv</A>.</P> <P>To avoid any interruption to your television service, you can upgrade your equipment and switch to Rogers Xfinity TV by contacting us at <STRONG>1-888-342-2835</STRONG>.</P> <P>Internet services will not be impacted by these upcoming technology changes.</P> </DIV> </DIV>  <DIV class="faq-content-box"><HEADER class="faq-content-header"><IMG class="faq-content-header__icon" src="https://support.shaw.ca/html/assets/Confirm@2x.png" border="0" /> <DIV> <H2 id="content-section-0" id="toc-hId--1329436454">Frequently Asked Questions</H2> </DIV> </HEADER> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <UL class="accordion"> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false"> I’m happy with my current TV experience. Why is my cable TV service being disconnected? </BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>The technology used to deliver your cable TV is reaching the end of its service life. The third-party provider that allows us to supply cable TV in your community has decided that it will no longer support and service that platform.</P> </DIV> </LI>   <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">I also have internet service. Will my internet stop working as well?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>No, there will be no change to your internet service. This change only affects cable TV.</P> </DIV> </LI>  <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">What should I do with my old cable TV equipment?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>You don’t need to return your old cable TV equipment. We encourage you to recycle it at local electronics stores or landfill sites. Visit our recycling partner <A href="https://epra.ca/" target="_blank" rel="noopener nofollow noreferrer">EPRA</A> for local recycling guidelines.</P> </DIV> </LI>   <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">What will change about my TV service if I switch to Rogers Xfinity TV?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>We’re here to help make your switch to Rogers XfinityTV as seamless as possible. You’ll be able to choose from a Self Connect or Technician installation for your new equipment. Instead of cable TV boxes, you’ll have an Rogers Xfinity Entertainment box for each TV in your home. Rogers Xfinity TV includes access to hundreds of HD channels, On Demand titles, the ability to download recordings to watch offline, a voice-activated remote, and access to TV on-the-go with the Rogers Xfinity TV app. Please call us at <STRONG>1-888-342-2835</STRONG> to find out more.</P> </DIV> </LI>   <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">What happens if I don’t make any changes to my television services?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>On February 15, 2024, the cable TV box in your home will stop working. You won’t be charged for cable television after that date.</P> <P>To avoid any interruption to your television service, you can upgrade your equipment and switch to Rogers Xfinity TV by contacting us at <STRONG>1-888-342-2835</STRONG>.</P> </DIV> </LI>  </UL> </DIV> </DIV> </DIV> </DIV>

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