Service Updates & Outages

Northern Alberta

Barrhead, Beaumont, Bentley, Blackfalds, Bon Accord, Bowden, Bruderheim, CFB Edmonton, Devon, Didsbury, Drayton Valley, Edmonton, Edson, Fort McMurray, Fort Saskatchewan, Gibbons, Hinton, Innisfail, Jasper, Lacombe, Lamont, Leduc, Lloydminster, Morinville, Olds, Penhold, Ponoka, Red Deer, Redwater, Rocky Mountain House, Sherwood Park, Spruce Grove, St. Albert, Stettler, Stony Plain, Sylvan Lake, Vegreville, Vermilion, Westlock, and nearby communities

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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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Home Phone service updates

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Legacy TV box upgrades in Calgary, Edmonton, and Vancouver

<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>As part of our ongoing effort to upgrade our network and make future enhancements to our TV and Internet offerings, we are retiring several TV boxes in select areas of Calgary, Edmonton, and Vancouver as of October 31, 2023.</P> <P>If you use any of the TV boxes listed below, you may have received a call, email and/or an invoice message from us to discuss this change and hardware replacement options. The great news is, this means you have qualified for the best TV experience — <A href="https://www.rogers.com/internet/ignite-bundle-packages" target="_blank" rel="noopener nofollow noreferrer">Rogers Xfinity TV</A>.</P> <P>Please <A href="https://www.shaw.ca/contact-us/" target="_blank" rel="noopener nofollow noreferrer">contact us</A> to upgrade your equipment and discuss your installation options.</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--1329406539">Frequently asked questions</H2> <P><STRONG>Why is this TV equipment no longer going to be supported?</STRONG></P> <UL> <LI>We’re upgrading our network so that we can provide you with the best TV and Internet experience possible. Removing older hardware from our network makes room for updated technology and new features.</LI> <LI>To learn more about your TV Hardware upgrade options and to avoid any interruption to your services, please <A href="https://www.shaw.ca/contact-us/" target="_blank" rel="nofollow noopener noreferrer">contact us</A>.<BR /><BR /></LI> </UL> <P><STRONG>How can I access TV programming if my<SPAN> </SPAN>TV box is no longer working?</STRONG></P> <UL> <LI>Please <A href="https://www.shaw.ca/contact-us/" target="_blank" rel="nofollow noopener noreferrer">contact us</A>, and we can work with you to replace your TV box as soon as possible to ensure your service isn't interrupted.</LI> <LI>If your services stop at the retirement date, you can still stream live TV on your mobile device or computer with the Ignite TV app until we're able to upgrade your device. Visit<SPAN> </SPAN><A href="https://www.shaw.ca/tv/tv-app" target="_blank" rel="nofollow noopener noreferrer">shaw.ca/tv/tv-app</A><SPAN> </SPAN>to learn more.<BR /><BR /></LI> </UL> <P><STRONG>What should I do with my TV box when it is no longer working?</STRONG></P> <UL> <LI>You are not required to return your TV box to us.</LI> <LI>You can recycle it free of charge at most local electronic stores or landfill sites.<BR /><BR /></LI> </UL> <P><STRONG>What are my options for upgrading my hardware?</STRONG></P> <UL> <LI>We are pleased to offer you a complimentary upgrade to our best video hardware—<BR />Ignite TV. This is our best video platform and provides you with our voice remote, ability to search across all of your channels, and apps, an improved guide experience, and great kids and sports apps.<BR /><BR /></LI> </UL> <P><STRONG>What about my recordings, will they be lost?</STRONG></P> <UL> <LI>While we are not able to transfer your recordings to your new hardware, almost all of your past seasons and episodes should be available to you through us On-Demand.</LI> </UL> </DIV> </DIV>   <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <H2 id="toc-hId--441902858">TV boxes being retired</H2> <P>These TV boxes will be retired on <STRONG>October 31, 2023,</STRONG> only in select areas of Calgary, Edmonton, and Vancouver. </P> <P><STRONG>Note:</STRONG> We're retiring these devices for select customers in the cities listed above. If you weren't contacted by us about hardware replacement options, you may continue to use your TV set-top box.</P> <P> </P> <TABLE style="border-collapse: collapse; width: 100%;" border="1" width="100%"> <TBODY> <TR style="height: 45px; background-color: #f6f6f6;"> <TD width="33.866279069767444%" height="44px" style="width: 50%; text-align: center;"><STRONG>TV box model</STRONG></TD> <TD width="66.13372093023256%" height="44px" style="width: 50%; text-align: center;"><STRONG>Retirement date</STRONG></TD> </TR> <TR> <TD width="33.866279069767444%" height="115px" style="width: 50%; text-align: center;"> <P><A href="https://support.shaw.ca/t5/tv-articles/equipment-info-shaw-motorola-tv-box-dcx3400/ta-p/6635" target="_self">DCX 3400</A></P> <P><span class="lia-inline-image-display-wrapper lia-image-align-center" image-alt="dcx3400.png" style="width: 400px;"><img src="https://support.shaw.ca/t5/image/serverpage/image-id/4748i92866F40BBB81389/image-size/medium?v=v2&px=400" role="button" title="dcx3400.png" alt="dcx3400.png" /></span></P> </TD> <TD width="66.13372093023256%" height="115px" style="width: 50%; text-align: center;">October 31, 2023</TD> </TR> <TR> <TD width="33.866279069767444%" height="115px" style="width: 50%; text-align: center;"> <P><A href="https://support.shaw.ca/t5/tv-articles/equipment-info-shaw-motorola-tv-box-dcx3200-m/ta-p/6567" target="_self">DCX 3200-M</A></P> <P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="dcx3200-m.png" style="width: 400px;"><img src="https://support.shaw.ca/t5/image/serverpage/image-id/4749iD6D0BAEE77984F22/image-size/medium?v=v2&px=400" role="button" title="dcx3200-m.png" alt="dcx3200-m.png" /></span></P> </TD> <TD width="66.13372093023256%" height="115px" style="width: 50%; text-align: center;">October 31, 2023</TD> </TR> <TR> <TD height="166px" style="width: 50%; text-align: center;"> <P><A href="https://support.shaw.ca/t5/tv-articles/equipment-info-shaw-motorola-tv-box-dct700/ta-p/5519" target="_self">DCT 700</A></P> <P><span class="lia-inline-image-display-wrapper lia-image-align-inline" image-alt="dct-700.png" style="width: 241px;"><img src="https://support.shaw.ca/t5/image/serverpage/image-id/4751i1A29B3B3BE31D84B/image-dimensions/241x106?v=v2" width="241" height="106" role="button" title="dct-700.png" alt="dct-700.png" /></span></P> </TD> <TD height="166px" style="width: 50%; text-align: center;"> <P>October 31, 2023</P> </TD> </TR> </TBODY> </TABLE> <BR /> <P><STRONG>Learn more:</STRONG> For a full list of TV hardware that’s already been retired, <A href="https://support.shaw.ca/t5/tv-articles/about-legacy-tv-box-upgrade-program/ta-p/9242#content-section-3" target="_self">click here</A>.</P> </DIV> <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-445600823">Related readings</H2> <BR /> <UL class="related-article"> <LI><A href="https://support.shaw.ca/t5/tv-articles/about-legacy-tv-box-upgrade-program/ta-p/9242" target="_self">About: Legacy TV box upgrade program</A></LI> <LI><A href="https://support.shaw.ca/t5/tv-articles/equipment-info-shaw-tv-boxes/ta-p/5181" target="_self" data-orig-content="Link 1">Equipment Info: Shaw TV boxes</A></LI> </UL> </DIV> </DIV> </DIV>

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