Service Updates & Outages

Vancouver Island

Campbell River, Central Saanich, Colwood, Comox, Courtenay, Cumberland, Duncan, Esquimalt, Highlands, Kimberley, Ladysmith, Lake Cowichan, Langford, Lantzville, Metchosin, Nanaimo, North Cowichan, North Saanich, Oak Bay, Parksville, Port Alberni, Qualicum Beach, Saanich, Sidney, Sooke, Victoria, View Royal, and nearby communities

Service Outages

Feb 19 - Nanaimo (Cinnabar Valley) | All Services - Outage (Fix in Progress)

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Scheduled Maintenance

Feb 20 - National | Account Services, My Shaw, and Shaw on Demand Interruption

<img src="https://support.shaw.ca/t5/image/serverpage/image-id/3i17E30BE85454C692/image-size/large?v=1.0&px=999" title="maintenance.png" alt="maintenance.png" /> Affected Area: National Affected Services: <SPAN style="margin: 0px; padding: 0px; border: 0px; font-weight: 400; font-style: normal; font-size: 15px; font-family: 'Helvetica Neue', Helvetica, Arial, 'Lucida Grande', sans-serif; vertical-align: baseline; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-style: initial; text-decoration-color: initial; color: #000000;">Account Services, myshaw.ca & activations.shaw.ca websites, My Shaw app, Shaw on Demand<BR style="color: #0f7198; font-family: 'Helvetica Neue', Helvetica, Arial, 'Lucida Grande', sans-serif; font-size: 15px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-style: initial; text-decoration-color: initial;" /><SPAN style="margin: 0px; padding: 0px; border: 0px; font-weight: 400; font-style: normal; font-size: 15px; font-family: 'Helvetica Neue', Helvetica, Arial, 'Lucida Grande', sans-serif; vertical-align: baseline; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: #ffffff; text-decoration-style: initial; text-decoration-color: initial; color: #000000;">This includes our representative’s ability to access account and equipment information. Reference Number: CHG0244297 & CHG0244296 Date: February 20, 2020 Start: 00:00 MT End: 06:00 MT Summary: Some customers may experience an interruption of the affected Shaw services between 12:00 am and 6:00 am MT. This interruption is expected to last approximately six (6) hours. Services will be restored automatically when the maintenance is complete.

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Service Announcements

Oct 3 | Click to Add Channels from your BlueSky TV Box

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Aug 26 | MusiquePlus rebrands to ELLE Fictions

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Shaw Hotspot

<HTML><HEAD></HEAD><BODY>Overview<UL><LI>Shaw is committed to delivering Canadians access to the best network experience possible. We are on a mission to be Canada’s leading connectivity company and are always working to expand our network to meet the growing data needs of our customers.</LI></UL><UL><LI>As part of this expansion, we have begun leveraging a feature on new Shaw Internet customers’ Advanced WiFi modems that provides the ability to broadcast a secondary WiFi network from a single home modem. This secondary WiFi network is accessible by Freedom Mobile customers to keep them better connected.</LI></UL><UL><LI>This feature benefits Shaw Internet customers by no longer requiring them to give out their private network information to visiting Freedom Mobile customers. Freedom Mobile customers also benefit from improved indoor coverage by accessing a network of WiFi hotspots broadcast from Shaw Internet customers’ home modems.</LI></UL><UL><LI>The secondary WiFi network is designed to run parallel to our Shaw customers’ primary, password-protected, private network, with no impact to their wired in-home broadband connection or data usage.</LI></UL><UL><LI>Shaw Internet customers who do not wish to have the secondary network broadcast from their modem can disable it at any time at my.shaw.ca by navigating to the “Internet” side bar tab and clicking the ‘disable’ button under “Shaw Hotspot.”</LI></UL>FAQWhat is the “ShawMobileHotspot” WiFi network?<UL><LI>We are now leveraging a feature on Shaw Internet customers’ Hitron modems that broadcasts a secondary WiFi network from a single home modem.</LI><LI>This secondary WiFi network is accessible by Freedom Mobile customers to keep them better connected. </LI></UL>How did you notify Shaw customers of this change?<UL><LI>Beginning November 8, 2017, we began notifying all new Shaw Internet customers that their modem was equipped with this feature and that it would be activated at a later date.</LI></UL>Can customers now use this secondary WiFi network?<UL><LI>Yes, Freedom Mobile customers can now access this secondary WiFi network by downloading the Freedom WiFi app through Google Play or the App Store and completing registration.</LI></UL>Why is Shaw enabling this secondary WiFi network?<UL><LI>This feature creates a secondary WiFi network for Freedom Mobile customers that helps to keep them better connected.</LI></UL>Who has access to this secondary WiFi network?<UL><LI>This new secondary WiFi network is accessible by Freedom Mobile customers, giving them improved indoor coverage through a network of WiFi hotspots broadcast from Shaw Internet customers’ home modems.</LI><LI>This feature benefits Shaw Internet customers by no longer requiring them to give their private network information to Freedom Mobile customers who happen to be visiting.</LI></UL>Why don’t Shaw customers have access to this network?<UL><LI>We are launching this additional WiFi network to help keep Freedom Mobile customers better connected.</LI><LI>We provide Shaw Internet customers with on-to-go connectivity through our Shaw Go WiFi network, which is available at approximately 100,000 locations across Canada.</LI></UL>Which modems are now broadcasting this secondary WiFi network?<UL><LI>Shaw’s Hitron Advanced WiFi modems are now broadcasting this secondary WiFi network.</LI><LI>The XB6 Advanced WiFi modem is also capable of broadcasting this secondary WiFi network, and is expected to launch at a later date.</LI><LI>If you have disabled the feature on shaw.ca, your modem will not broadcast the network.</LI></UL>How do I disable the secondary WiFi network on my modem? <UL><LI>Shaw Internet customers who wish to have the secondary WiFi network disabled on their modem can do so at any time by visiting my.shaw.ca, navigating to the “Internet” side bar tab and clicking the ‘disable’ button under “Shaw Hotspot.”</LI></UL>How can I turn on this feature if it has not been made available to me automatically?<UL><LI>Shaw Internet customers who wish to have the secondary WiFi network enabled on their Advanced WiFi modem can simply go to their <A _jive_internal="true" href="https://support.shaw.ca/t5/billing-account-articles/shaw-account-settings-my-shaw/ta-p/6269" target="_self" rel="noopener noreferrer noopener noreferrer">My Shaw account</A> select Internet, and scroll down to hardware it will give you the option to enable a secondary WIFI network for your Hitrom modem.</LI><LI>If you’re a current Shaw Internet customer who has had services with us since November 8, 2017, are renting a Hitron Advanced WiFi modem and have not opted out, this feature will be automatically activated in the coming weeks.</LI></UL>Can I turn this feature back on if I disabled it then changed my mind?<UL><LI>If you have disabled the secondary WiFi network on your Advanced WiFi modem, you can <A href="https://www.shaw.ca/contact-us/" target="_blank" rel="nofollow noopener noreferrer noopener noreferrer noopener noreferrer">contact us</A> to re-enable it at any time.</LI><LI>If you have disabled the secondary WiFi network on your XB6 Advanced WiFi modem, you will be able to re-enable it at any time once the secondary WiFi network begins broadcasting from XB6 modems at a later date.</LI></UL>Will my home’s location be shown on a location map for hotspots?<UL><LI>No, your home’s location will not be shown on any hotspot location maps.</LI></UL>Will broadcasting the secondary WiFi network impact the security of the modem in my home?<UL><LI>No, the secondary WiFi network is designed to run parallel to our Shaw customers’ primary, password-protected, private network, with no impact to their wired in-home broadband connection or data usage.</LI></UL>Will broadcasting a secondary WiFi network impact my modem’s power consumption?<UL><LI>We anticipate that the secondary WiFi network will have minimal-to-no impact on the power consumption of our customers’ modem.</LI></UL>Will the operation of this secondary WiFi network impact my broadband connection or data usage?<UL><LI>No, this secondary WiFi network runs as a separate network parallel to our Shaw Internet customers’ primary WiFi network, and will have no impact to your wired broadband connection or data usage.</LI></UL>Will the operation of this secondary WiFi network impact my private WiFi network speeds?<UL><LI>As with all WiFi connections, WiFi network speeds are dependent on the users’ proximity to the modem, data usage patterns and the total number of connections.</LI><LI>Our Shaw Internet customers’ in-home WiFi network will be given priority over the secondary WiFi network to minimize any potential impacts that may arise. We expect that there will be little-to-no noticeable effect on Shaw Internet customers’ in-home WiFi network.</LI></UL>Will I be responsible for the activities and data usage of others using this secondary WiFi network?<UL><LI>No, Shaw customers will not be responsible for the activities and data usage of others using the public, secondary WiFi network being broadcast through their modem.</LI><LI>This has been updated in Shaw’s Terms of Service.</LI></UL>Does Shaw Hotspot use the same channel as my home WiFi? Will there be increased band utilization?<UL><LI>Yes, Shaw Hotspot does operate on the same channel as your home WiFi network and can increase band utilization. </LI></UL>Will I be compensated for having this feature enabled on my modem?<UL><LI>We are not offering compensation for enabling the feature. Shaw Internet customers who wish to have the secondary WiFi network disabled on their modem can do so at any time by visiting my.shaw.ca, navigating to the “Internet” side bar tab and clicking the ‘disable’ button under “Shaw Hotspot.”</LI></UL></BODY></HTML>

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Shaw ThinkTank FAQs

<HTML><HEAD></HEAD><BODY>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.<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-26898754"><A name="GatewayVideo"></A>Shaw ThinkTank Frequently Asked Questions<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;">Review our FAQs to learn more about ShawThinkTank. What is Shaw ThinkTank? 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. What is the purpose of Shaw ThinkTank? To ensure our customers are at the center of our business and the decisions we make. How many people are in Shaw ThinkTank? Up to 15,000 members.  Currently, we are still recruiting. Who can participate? Anyone who is a Shaw residential customer.  Currently, it’s on an invite-only basis. If I decide to participate, what am I expected to do? Participate in various activities that ask for your feedback on a variety of topics.  We ask that you provide your honest feedback, good or bad. What types of activities will Shaw ThinkTankers be asked to do? They will be asked to participate in different activities related to product development, branding, concept testing, customer service, user experience, value perception and more. How are activities sent out from Shaw ThinkTank? Emails will be sent to the customers’ email.  It will be sent from <A href="mailto:support@shawthinktank.com" rel="nofollow noopener noreferrer">support@shawthinktank.com</A>.   How often will Shaw ThinkTankers be asked to participate in activities? On average, 2 activities per month will go out, but it’s up to the members if they want to participate or not. How will my feedback be used? Your feedback will be analyzed collectively with all the feedback from other members to inform on current state and future business decisions. Are there any incentives for participating? 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. Sign Up Process How do I sign up? Click on the link found in the original email invitation. Why am I being asked my ethnicity in order to sign up? 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.</TD></TR></TBODY></TABLE><A href="#top" rel="nofollow noopener noreferrer">Back to Top</A><CENTER> Still have questions? Chat with us on social media. It's fast, easy and convenient, and it's totally a new way to connect with us.<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>       <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></CENTER><CENTER></CENTER><CENTER></CENTER><CENTER></CENTER><CENTER></CENTER></BODY></HTML>

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We're Making Changes To Our Web Applications

As of March 6, 2017, Webspace, Photo Share, Video Mail, and members.shaw.ca have been retired.   We understand that the information and assets stored on your accounts are important to you. You will continue to have access to the contents of your accounts until March 6, 2018 before 12pm EST; however, we encourage you to move your items to other services, such as WordPress, Facebook, Google Photos or YouTube as soon as possible to avoid losing any important photos and/or information.   As of December 5, 2016, new customers can no longer sign up for Shaw Photo Share, Video Mail, Webspace, and members.shaw.ca. Existing customers can continue to access their content until March 6, 2017. After this date, we will store customer information for one year in a cloud-based tool.   Will my <A href="https://support.shaw.ca/t5/user/viewprofilepage/user-id/60221" target="_self">@shaw</A>.ca email account (Shaw Webmail) be affected by these changes? No, these changes are only for Webspace and our other legacy web apps. Any files or emails stored in your email account inbox or other email folders will not be affected.   How to Retrieve Your Content You can easily retrieve all your content <A href="http://retrieve.shaw.ca/" target="_blank" rel="nofollow noopener noreferrer noopener noreferrer noopener noreferrer noopener noreferrer">here</A>. On December 6, 2016, we will email you a unique Access Code to access your files. If you did not receive an access code, click <A href="#noaccesscode" target="_self" rel="nofollow noopener noreferrer noopener noreferrer noopener noreferrer noopener noreferrer">here</A>. You can also login to My Account to get to the retrieval site to download your information. Alternatively, signing into any of the web apps (such as Photo Share) will automatically prompt your information to become available for download through <A href="https://retrieve.shaw.ca" target="_blank" rel="nofollow noopener noreferrer noopener noreferrer noopener noreferrer noopener noreferrer">https://retrieve.shaw.ca</A>.   Why are these services being retired? Due to limited usage and more popular free third-party services available to our customers, on March 6, 2017, we’ve retired the Shaw Photo Share, Video Mail, Webspace and members.shaw.ca web apps. With free services like WordPress, Facebook, Google Photos, YouTube, and Instagram, Shaw Photo Share, Video Mail, Webspace and members.shaw.ca have become redundant and no longer provide the best value and best experience to our customers. We have shifted our focus to other next-generation apps that provide more valuable to customers, such as FreeRange TV.   What should I do now? If you have already downloaded your data, we recommend that you start looking at alternative solutions to the service you were using such as WordPress, Facebook, Google Photos or YouTube. If you have not already downloaded your data, click <A href="#retrieve" target="_self" rel="nofollow noopener noreferrer noopener noreferrer noopener noreferrer noopener noreferrer">here</A> to learn how.   Will Shaw offer replacement services for these applications? We will not be offering an alternative provided by Shaw. If you require assistance identifying an alternative solution, please <A href="https://shaw.ca/contact-us/personal/?vid=contactus" target="_blank" rel="nofollow noopener noreferrer noopener noreferrer noopener noreferrer noopener noreferrer">Contact Us</A> for assistance.   Will this affect my bill? No. These services were offered as a no-cost value-add to your Internet package. You will not see any impact to your bill as a result of this change.   What happens if I do not retrieve my information? We will store your data until March 6, 2018 12pm EST. We encourage you to remove your information as soon as possible.   <A name="noaccesscode" target="_blank"></A>I didn’t receive an e-mail; how do I get my access code? On December 6, 2016, we sent a unique access code to the email address you originally signed up with. Please be sure to check your Junk folder.   If you are unable to find the access code you can take the following steps.  <OL> <LI>Sign into your My Account profile</LI> <LI>Click on Internet on the left hand side</LI> <LI>Select the option to Retrieve Content. <UL> <LI>You will be prompted to accept the download, and once completed you can click and drag the downloaded folder into Documents, Desktop, or a location of your choice.</LI> </UL> </LI> </OL>   <IMG style="width: 620px; height: 405px; display: block; margin-left: auto; margin-right: auto;" class="image-6 jive-image j-img-centered j-img-original" src="https://support.shaw.ca/legacyfs/online/133094_MyAccount+Retrieve.png" border="0" alt="my account retrieve content" />   <A href="https://support.shaw.ca/t5/billing-account-articles/shaw-account-settings-my-shaw/ta-p/6269#create" target="_self" rel="noopener noreferrer noopener noreferrer">Click here to setup a My Account If you do not currently have a My Account created.</A>   <HR />   <A name="retrieve" target="_blank"></A>How to use the Content Retrieval Site <OL> <OL> <LI>Paste or type your access code and click submit to display your available content <IMG style="width: 620px; height: 339px; display: block; margin-left: auto; margin-right: auto;" class="image-1 jive-image j-img-centered j-img-original" src="/legacyfs/online/130012_Step 1.png" border="0" alt="app retirement retrieval step 1 one" />   </LI> <LI>Your content will be sorted by application. Click the Download button to start downloading your content. <IMG style="width: 620px; height: 458px; display: block; margin-left: auto; margin-right: auto;" class="jive-image image-2 j-img-centered j-img-original" src="/legacyfs/online/130013_Step 2.png" border="0" alt="app retirement retrieval step 2 two download" />   </LI> <LI>Open the downloaded content: <UL> <LI>In Chrome: <IMG style="height: auto; display: block; margin-left: auto; margin-right: auto;" class="jive-image image-3 j-img-centered j-img-original" src="/legacyfs/online/130014_Step 3.png" border="0" alt="app retirement retrieval step 3 chrome download save as" />   </LI> <LI>In Internet Explorer: <IMG style="width: 613px; height: 34px; display: block; margin-left: auto; margin-right: auto;" class="j-img-centered image-4 jive-image" src="/legacyfs/online/130015_Step 3.1.png" border="0" alt="app retirement retrieval step 3 internet explorer ie download save as" />   </LI> </UL> </LI> <LI>Click and drag the downloaded folder to Documents, Desktop, or location of your choice. <IMG style="height: auto; display: block; margin-left: auto; margin-right: auto;" class="jive-image image-5 j-img-centered j-img-original" src="/legacyfs/online/130016_Step 4.png" border="0" alt="app retirement retrieval step 4 four save location" />   </LI> </OL> </OL> If you are experiencing issues, please <A href="https://shaw.ca/contact-us/personal/?vid=contactus" target="_blank" rel="nofollow noopener noreferrer noopener noreferrer noopener noreferrer noopener noreferrer">Contact Us</A> for assistance.

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