<DIV class="lia-message-template-content-zone"> <P>With the release of popular new gaming consoles from Sony and Microsoft, customers accessing PlayStation Network or Xbox Live may experience various connectivity challenges due to the large number of people utilizing these services. Some issues may include slower than expected download or upload speeds on your console, delays downloading patches or applications, and intermittent game or app connectivity.</P> <P>For assistance with online gaming performance, visit these support pages:</P> <UL> <LI><A href="https://support.playstation.com/s/?language=en_US" target="_blank" rel="noopener nofollow noreferrer">PlayStation Support</A></LI> <LI><A href="https://status.playstation.com/" target="_blank" rel="noopener nofollow noreferrer">PlayStation server status</A></LI> <LI><A href="https://support.xbox.com/" target="_blank" rel="noopener nofollow noreferrer">Xbox Support</A>&nbsp;</LI> <LI><A href="https://support.xbox.com/en-GB/xbox-live-status" target="_blank" rel="noopener nofollow noreferrer">Xbox server status</A></LI> </UL> <P>Need help with your Shaw services? Check out our support articles below:</P> <UL> <LI><A href="https://support.shaw.ca/t5/internet-articles/how-to-troubleshoot-an-intermittent-internet-connection/ta-p/6375" target="_self">How to troubleshoot an intermittent Internet connection</A></LI> <LI><A href="https://support.shaw.ca/t5/internet-articles/troubleshooting-slow-internet-speeds/ta-p/5381" target="_self">Troubleshooting: Slow Internet speeds</A></LI> <LI><A href="https://support.shaw.ca/t5/internet-articles/troubleshooting-wifi-connection-issues/ta-p/5419" target="_self">Troubleshooting: WiFi connection issues</A></LI> <LI><A href="https://support.shaw.ca/t5/internet-articles/about-internet-speeds/ta-p/5648" target="_self">About: Internet Speeds</A></LI> <LI><A href="https://support.shaw.ca/t5/internet-articles/third-party-support-faq/ta-p/6816" target="_self">Third-party support FAQ</A></LI> </UL> </DIV>

<DIV class="lia-message-template-content-zone"> <P>Starting January 1, 2021, rates will increase on select residential Internet plans, select Internet add-ons, home phone plans, and select TV theme packs and add-ons. Customers will receive an advanced notification of the rate change through their monthly invoice. If customers are on a promotional offer or have signed up for an Internet or Internet and TV 2-year ValuePlan with a price guarantee, they will not see a rate increase on their base TV and Internet services until their promotional period or 2-year ValuePlan ends. Any TV theme packs or add-ons may be subject to an increase.</P> <P>Customers can sign up anytime for an Internet only or Internet and TV 2-year ValuePlan to receive a price guarantee on their base Internet or Internet and TV services until the term ends.</P> <P><STRONG><BR />Why you chose Shaw</STRONG></P> <P>Staying connected has never been more important as Canadian households live, work, and learn from home. As a leading communications provider, we are committed to giving our customers more access to the leading content and technology they want—now and in the future.</P> <P>We offer Fibre+ Gig, our fastest Internet tier, to over a million more Western Canadian homes and businesses than our closest competitor. Our customers can stay connected while on-the-go with over&nbsp;<SPAN><A href="https://www.shaw.ca/internet/wifi" target="_blank" rel="noopener nofollow noreferrer">100,000 (and growing) Shaw Go WiFi hotspots</A></SPAN>. We have also expanded our TV and phone services to even more cities across Western Canada. Our next-level TV experience allows you to enjoy smarter streaming with all your shows in one place.</P> <P>Please see answers to common questions below.</P> <HR /> <P><STRONG>Why are my rates going up?</STRONG></P> <UL> <LI>We adjust our rates to ensure we can continue meeting the ever-evolving needs of our customers through improving our network, upgrading our technology and expanding our footprint across Canada.</LI> </UL> <P>&nbsp;</P> <P><STRONG>How much will prices increase by?</STRONG></P> <UL> <LI>Select Internet services will increase by $1 to $6/mo, select Internet add-ons will increase by $1.05/mo,&nbsp; select Phone services will increase by $1/mo, select TV theme packs will increase by $1 to $2/mo.</LI> <LI>WWE Network will increase by $2.01/mo (this only impacts customers who subscribed before January 16, 2020).</LI> <LI>5-, 7-, 10- and 14-channel pack discounts will be reduced by $2 to $3 and 2-channel pack discounts will be eliminated.&nbsp;</LI> </UL> <P>&nbsp;</P> <P><STRONG>When will this rate adjustment take effect?</STRONG></P> <UL> <LI>Rates for these select residential services will increase as of January 1, 2021.</LI> </UL> <P>&nbsp;</P> <P><STRONG>When were customers notified of this rate adjustment?</STRONG></P> <UL> <LI>Notifications of the rate adjustment started on October 1, 2020, via invoice messaging, shaw.ca, and support.shaw.ca.</LI> </UL> <P>&nbsp;</P> <P><STRONG>Is the CRTC involved in regulating Shaw service rates?</STRONG></P> <UL> <LI>No, the CRTC is not involved in the setting of Shaw rates.</LI> <LI>Shaw is solely accountable for all changes made to our pricing.</LI> </UL> <P>&nbsp;</P> <P><STRONG>Where can I find more information about this rate adjustment?</STRONG></P> <UL> <LI>More information will be available on your upcoming invoice. Click&nbsp;<A href="https://support.shaw.ca/t5/billing-account-articles/how-to-view-my-current-shaw-bill/ta-p/6146" target="_blank"><STRONG>here</STRONG></A>&nbsp;to learn how to view your invoice in the My Shaw App or My Shaw website or&nbsp;<A href="https://www.shaw.ca/contact-us/" target="_blank" rel="noopener nofollow noreferrer"><STRONG>contact us</STRONG></A>.</LI> </UL> </DIV>

<CENTER><IFRAME src="https://www.youtube.com/embed/X-dX9Kkgaj4" width="560" height="315" frameborder="0" allowfullscreen="allowfullscreen" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture"></IFRAME></CENTER> <P>&nbsp;</P> <P>As we continue to navigate the ongoing COVID-19 situation, we've had to make some adjustments to the way we run our business, to protect your family and ours, while keeping you connected at home. The health and safety of our employees and customers is so important to us, so we are providing safe, easy, contactless<SPAN>&nbsp;</SPAN>technician support when you need it.</P> <P>Connectivity is essential right now and our team is working hard to make sure that you have the information you need at your fingertips. Try searching for quick Shaw Help support on this site – most trouble can be resolved with easy steps that you can do yourself. You’ve got this!</P> <P>If you need a little more support from our technical experts you can connect with us anytime by clicking the blue chat bubble on this page, visiting <A href="http://shaw.ca/chat" target="_blank" rel="noopener nofollow noreferrer">shaw.ca/chat</A>, or by using the My Shaw app. We will do our best to support you by chat or phone, but if we need to send a technician to your home here is what you can expect.</P> <UL> <LI>Our tech will not ring your doorbell or knock on your door, so that we can all maintain a safe distance. Instead our tech will give you a call to let you know that they are on-site.</LI> <LI>Any work that may be needed outside of your home will be completed first. This might include leaving equipment on your doorstep.</LI> <LI>Once the outside work is completed, our tech will call you again and walk you through any inside work that may need to be completed. If you need any supplies like splitters or coax cable, the tech will leave these on your doorstep for you to bring inside.</LI> </UL> <P>Our techs have awesome virtual tools at their fingertips to give your family the support you need and make sure that we get you connected quickly.&nbsp; We know how important that is to you and your family, especially today.</P> <P>&nbsp;</P> <H3 style="color: #000; margin-bottom: 15px;" id="toc-hId-1156258193">Related Articles</H3> <UL class="related-articles-list"> <LI><A href="https://support.shaw.ca/t5/service-updates-outages/statement-from-shaw-communications-regarding-covid-19/ta-p/15961" target="_self" data-orig-content="Link 3">Statement from Shaw Communications regarding COVID-19</A></LI> </UL>

<P><SPAN style="font-family: inherit;">During times like these, your Internet, TV and phone services keep you connected to your family, your community and the world. We’ve opened up Shaw Go WiFi, Canada’s largest WiFi network, to everybody. Shaw will give everyone complimentary and unrestricted&nbsp;</SPAN><A style="font-family: inherit; background-color: #f6f6f6;" href="https://www.shaw.ca/wifi/get-connected/" target="_blank" rel="noopener nofollow noreferrer">access to Shaw Go WiFi</A><SPAN style="font-family: inherit;">&nbsp;network hotspots regardless of whether or not they’re a Shaw customer.</SPAN></P> <P><span class="lia-inline-image-display-wrapper lia-image-align-right" image-alt="ShawGo - Terms and Conditions - March 18th, 2020.jpg" style="width: 219px;"><img src="https://support.shaw.ca/t5/image/serverpage/image-id/1549i3BFDDE7EB88BBD2F/image-size/medium?v=v2&amp;px=400" role="button" title="ShawGo - Terms and Conditions - March 18th, 2020.jpg" alt="ShawGo - Terms and Conditions - March 18th, 2020.jpg" /></span></P> <P>We're working to make sure that this new public network is available at every place Shaw Go WiFi is currently available. Please make sure that you are at a hotspot broadcasting "ShawGo" to connect to the publicly available WiFi.</P> <P>While within range of a public hotspot:</P> <P>1. Open device settings.<BR />2. Open WiFi settings.<BR />3. Select the 'ShawGo' SSID from the list of nearby WiFi networks.<BR />4. Select "Accept" on the Terms and Conditions page.<BR />5. You're now connected!</P> <P>See our full guide here to get&nbsp;<A href="https://www.shaw.ca/wifi/get-connected/" target="_blank" rel="noopener nofollow noreferrer">access to Shaw Go WiFi</A>&nbsp;for more.</P> <H3 style="color: #000; margin-bottom: 15px;" id="toc-hId-1156258193">&nbsp;</H3> <H3 style="color: #000; margin-bottom: 15px;" id="toc-hId-2043761874">&nbsp;</H3> <H3 style="color: #000; margin-bottom: 15px;" id="toc-hId--1363701741">&nbsp;</H3> <P>&nbsp;</P> <H3 style="color: #000; margin-bottom: 15px;" id="toc-hId--476198060">Related Articles</H3> <UL class="related-articles-list"> <LI><A href="https://www.shaw.ca/covid-19" target="_blank" rel="noopener nofollow noreferrer">Shaw's COVID-19 hub</A></LI> <LI><A href="https://support.shaw.ca/t5/service-updates-outages/statement-from-shaw-communications-regarding-covid-19/ta-p/15961?responseId=84--tvXVf5mhmtYNhzXh4Roq8vEPSMpDatoO" target="_self" data-orig-content="Link 3">Statement from Shaw Communications regarding COVID-19</A></LI> </UL>

<DIV id="article-top" class="tkb-custom-template"><!-- Start of overview box --> <DIV class="lia-quilt-row lia-border-box tkb-overview-box"> <DIV class="lia-quilt-column lia-quilt-column-08 tkb-toc"><!-- auto-generated ToC --></DIV> <DIV class="lia-quilt-column lia-quilt-column-16 tkb-overview"> <P>As the implications of COVID-19 continue to evolve, we want to assure you that the health and safety of our employees and our customers is our number one priority.</P> <P>Like many other companies in Canada and around the world, we’re monitoring the situation very closely and have contingency plans in place to manage our business, and therefore our customers’ services, should the situation escalate. We will post to our Support page with any updates. Please check back here regularly for more information.</P> </DIV> </DIV> <!-- End of overview box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1333165016" id="toc-hId--1331254640">Putting people first</H2> <P><SPAN>As a precautionary measure, we’ve asked all Shaw employees to stay home if they are feeling unwell for any reason. We’ve increased cleaning and disinfecting protocols in all our offices and retail locations to keep workplaces as clean and sanitary as possible for employees and customers. We have also implemented business travel restrictions and 14-day self-isolation for employees who have returned from a personal trip to one of the impacted countries.</SPAN></P> </DIV> </DIV> <!-- End of content box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1333165016" id="toc-hId--443750959">Working with customers</H2> <P><SPAN>We encourage any customer to proactively <A href="http://www.shaw.ca/contact-us" target="_self" rel="nofollow noopener noreferrer">contact us</A> if they need to make adjustments to their service in order to address their changing financial or connectivity needs due to COVID-19.</SPAN></P> </DIV> </DIV> <!-- End of content box --><!-- Start of content box --> <!-- End of content box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1333165016" id="toc-hId-443752722">Order from home</H2> <P><SPAN>If shopping online feels more comfortable and convenient for you, it’s easy to order our products and services from home:</SPAN></P> <UL> <LI><A href="https://www.shaw.ca/internet/plans" target="_self" rel="nofollow noopener noreferrer"><SPAN>Shop Internet plans</SPAN></A></LI> <LI><A href="https://www.shawmobile.ca/en-CA" target="_self" rel="nofollow noopener noreferrer"><SPAN>Shop Mobile plans</SPAN></A></LI> <LI><A href="https://www.shaw.ca/tv/plans" target="_self" rel="nofollow noopener noreferrer"><SPAN>Shop TV plans</SPAN></A></LI> </UL> </DIV> </DIV> <!-- End of content box --><!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--445661335" id="toc-hId-1331256403">Retail locations</H2> <P><SPAN>Visit&nbsp;</SPAN><A class="sc-gGBfsJ ezSIMS" title="http://shaw.ca/retail/" href="http://shaw.ca/retail/" target="_blank" rel="noopener nofollow noreferrer" data-renderer-mark="true">shaw.ca/retail</A><SPAN>&nbsp;for store details and to stay up to date on location hours and availability as measures in your area change.</SPAN></P> <P><SPAN>We are still available every day to serve customers<A href="https://www.shaw.ca/contact-us/" target="_self" rel="nofollow noopener noreferrer"> via online chat, Facebook Messenger, Twitter or phone</A>. We can help with your services as you need. In most cases, services can be ordered or upgraded with easy and convenient self-install options that avoid the need for a technician to visit your home and payments can always be made online.</SPAN></P> </DIV> </DIV> <!-- End of content box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-441842346" id="toc-hId--2076207212">Pay your bill online</H2> <P>Need to pay your bill? You can make payments through your bank or My Shaw. As well, you can use our automated phone services to make payments at 1-888-472-2222. See our <A href="https://support.shaw.ca/t5/billing-account-articles/self-serve-payment-options/ta-p/5858" target="_blank">self serve payment options.</A></P> </DIV> </DIV> <!-- End of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-441842346" id="toc-hId--1188703531">No data caps</H2> <P>We do not have data caps on our internet plans. Whether you’re working from home or need to keep the kids entertained, we’re committed to ensuring you have the data you need to continue to live your life.</P> </DIV> </DIV> <!-- End of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-441842346" id="toc-hId--301199850">Shaw Go WiFi for all</H2> <P><SPAN>We’ve opened up Shaw Go WiFi, Canada’s largest WiFi network, to everybody. Shaw will give everyone complimentary and unrestricted access to Shaw Go WiFi network hotspots regardless of whether or not they’re a Shaw customer. <A href="https://support.shaw.ca/t5/service-updates-outages/covid-19-opening-up-shaw-go-wifi/ta-p/16249" target="_self">Get connected.</A></SPAN></P> </DIV> </DIV> <!-- End of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-441842346" id="toc-hId-586303831">Contactless technician support</H2> <P>We've made some adjustments to the way we run our business, to protect your family and ours, while keeping you connected at home. The health and safety of our employees and customers is so important to us, so we are providing safe, easy, contactless technician support when you need it. <A href="https://support.shaw.ca/t5/service-updates-outages/how-do-i-get-help-at-home-from-a-technician/ta-p/16731" target="_self">Learn more</A>.</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-441842346" id="toc-hId-1473807512">Stepping up for all Canadians</H2> <P>During these unprecedented times, Shaw is helping Canadians get the help they need. Click <A href="https://www.shaw.ca/corporate/community/shaw-helps" target="_self" rel="nofollow noopener noreferrer">here</A> for more information on how Shaw is helping out.</P> </DIV> </DIV> <!-- End of content box --> <BR /><!-- Start of related articles box --> <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--1933656103">Related readings</H2> <P>&nbsp;</P> <UL class="related-article"> <LI><A href="http://www.shaw.ca/covid-19" target="_blank" rel="noopener nofollow noreferrer">Shaw's COVID-19 hub</A></LI> <LI><A href="https://support.shaw.ca/t5/billing-account-articles/self-serve-payment-options/ta-p/5858?responseId=84--fcDkqbUMeRTGMKw4KxZgzt3eIL2eSWfY" target="_self" data-orig-content="Link 3">Self Serve Payment Options</A></LI> <LI><A href="https://support.shaw.ca/t5/service-updates-outages/covid-19-opening-up-shaw-go-wifi/ta-p/16249" target="_self">COVID-19: Opening up Shaw Go WiFi</A></LI> </UL> </DIV> </DIV> <!-- End of related articles box --></DIV>

<HTML><HEAD></HEAD><BODY><P style="color: #363636; background-color: #ffffff; border: 0px; padding: 0px;"><SPAN style="border: 0px; font-weight: inherit; font-size: 12pt; padding: 0px;">Welcome to the Shaw ThinkTank Frequently Asked Questions. With the end goal to better serve our customers, Shaw ThinkTank is a means of better understanding the needs of our customers.</SPAN></P><P></P><P></P><TABLE style="border: 1px solid #c6c6c6; border-width: 1px; border-color: #dedede;" width="99%"><THEAD style="border: 0px;"><TR style="background-color: #efefef; height: 38px;"><TH style="background-color: #0082bb; height: 38px; padding: 10px; vertical-align: middle;"><H6 style="font-weight: normal;" id="toc-hId-28862100"><SPAN style="color: #ffffff; font-size: 22px; font-family: helvetica, arial, sans-serif; padding-left: 5px;"><A name="GatewayVideo"></A>Shaw ThinkTank Frequently Asked Questions</SPAN><IMG __jive_id="163772" src="https://support.shaw.ca/legacyfs/online/163772_gauge_easy_c.png" style="float: right; padding-right: 10px; vertical-align: middle; max-width: 40px;" /></H6></TH></TR></THEAD><TBODY><TR style="background-color: #efefef; height: 122px;"><TD colspan="2" style="background-color: #ffffff; height: 122px; padding: 20px; vertical-align: top;"><P style="border: 0px;"><SPAN style="border: 0px; font-weight: inherit; font-size: 12pt;">Review our FAQs to learn more about ShawThinkTank. <BR /></SPAN></P><P style="border: 0px;"></P><P style="border: 0px;"><SPAN style="border: 0px; font-weight: inherit; font-size: 12pt;"><STRONG>What is Shaw ThinkTank?</STRONG><BR />Shaw ThinkTank is our new insight community, that includes our current customers. Members of Shaw ThinkTank (Shaw ThinkTankers) can provide their thoughts, opinions, and experiences on a variety of topics on a continual basis.<BR /><BR /><STRONG>What is the purpose of Shaw ThinkTank?</STRONG><BR />To ensure our customers are at the center of our business and the decisions we make.<BR /><BR /><STRONG>How many people are in Shaw ThinkTank?</STRONG><BR />Up to 15,000 members.&nbsp; Currently, we are still recruiting.<BR /><BR /><STRONG>Who can participate?</STRONG><BR />Anyone who is a Shaw residential customer.&nbsp; Currently, it’s on an invite-only basis.<BR /><BR /><STRONG>If I decide to participate, what am I expected to do?</STRONG><BR />Participate in various activities that ask for your feedback on a variety of topics.&nbsp; We ask that you provide your honest feedback, good or bad.<BR /><BR /><STRONG>What types of activities will Shaw ThinkTankers be asked to do?</STRONG><BR />They will be asked to participate in different activities related to product development, branding, concept testing, customer service, user experience, value perception and more.<BR /><BR /><STRONG>How are activities sent out from Shaw ThinkTank?</STRONG><BR />Emails will be sent to the customers’ email.&nbsp; It will be sent from <A href="mailto:support@shawthinktank.com" rel="nofollow noopener noreferrer">support@shawthinktank.com</A>.<BR />&nbsp;<BR /><STRONG>How often will Shaw ThinkTankers be asked to participate in activities?</STRONG><BR />On average, 2 activities per month will go out, but it’s up to the members if they want to participate or not.<BR /><BR /><STRONG>How will my feedback be used?</STRONG><BR />Your feedback will be analyzed collectively with all the feedback from other members to inform on current state and future business decisions.<BR /><BR /><STRONG>Are there any incentives for participating?</STRONG><BR />Yes, for every activity that they’ve chosen to participate in, they will get one entry into the monthly draw for 1 of the 3 chances to win a $250 cash prize.<BR /><BR /><SPAN style="font-size: 22px;"><STRONG>Sign Up Process</STRONG></SPAN><BR /></SPAN></P><P style="border: 0px;"></P><P style="border: 0px;"><SPAN style="border: 0px; font-weight: inherit; font-size: 12pt;"><STRONG>How do I sign up?</STRONG><BR />Click on the link found in the original email invitation.<BR /><BR /><STRONG>Why am I being asked my ethnicity in order to sign up?</STRONG><BR />We want to better understand our customers with different cultural backgrounds and how their needs for products and services may differ, and how we can better serve them.</SPAN></P></TD></TR></TBODY></TABLE><P style="text-align: right;"><A href="#top" rel="nofollow noopener noreferrer">Back to Top</A></P><P style="text-align: right;"></P><P style="text-align: right;"></P><P></P><CENTER><P><SPAN style="font-size: 15px;"> <STRONG>Still have questions? </STRONG><STRONG>Chat with us on social media. </STRONG></SPAN></P><P><SPAN style="font-size: 15px;">It's fast, easy and convenient, and it's totally a new way to connect with us.</SPAN></P><SPAN style="font-size: 22px;"><A href="https://fb.com/msg/shaw" rel="nofollow noopener noreferrer"><IMG __jive_id="163773" alt="Facebook Messenger" class="image-3 jive-image j-img-original" src="https://support.shaw.ca/legacyfs/online/163773_facebookm.png" style="height: auto;" /></A>&nbsp; &nbsp; &nbsp; &nbsp;<A href="http://bit.ly/2sjhABa" rel="nofollow noopener noreferrer"><IMG __jive_id="163774" alt="Twitter Help" class="image-4 jive-image j-img-original" src="https://support.shaw.ca/legacyfs/online/163774_Twitter.png" style="height: auto;" /></A></SPAN></CENTER><CENTER></CENTER><CENTER></CENTER><CENTER></CENTER><CENTER></CENTER></BODY></HTML>