We have an old Gateway PVR (refurb) and one portal, both rented at $0 on our Shaw bill, that we we are done with.
Checking the current situation on Shaw's site, looks like it's still mail back for equipment, no in-store returns since the start of the pandemic. This equipment is quite outdated, and it doesn't appear in the list of returnable Shaw equipment here: https://support.shaw.ca/t5/billing-account-articles/how-to-return-shaw-equipment/ta-p/6233#content-s...
Nevertheless in a quick chat that got cut off, I was advised to return the Gateway PVR, and recycle the portal. But throw the identical remotes for both in the PVR box when returning it. Does that sound reasonable? Is is safe to follow that advice and recycle the portal instead of returning it?
Anything else I need to look for to return with the Gateway PVR besides the unit itself, the power cord, and the remote (or both remotes in this case)? I don't remember what cables it came with - are any required to be returned with it? There is also a brief Shaw Gateway User Manual.
@GeoPro1 I would contact Shaw again. Gateways aren’t on that list and shouldn’t need to be returned and should just be recycled, but given the current confused state of Shaw customer care, I wouldn’t risk it.
Send it all back to Shaw, they will pay the freight. Don’t risk being on the hook for a piece of unreturned gear.
Got it. So in summary:
- I can recycle both the Gateway and the portal since neither is on the list of returnable equipment
- But I should send back the Gateway anyway because that's what the Shaw agent said
- Or return both of them and let Shaw deal with it because that's safest with Shaw's disorganized information.
Right, that's clear.
I checked with Shaw by Chat one more time, and they re-affirmed that I should return the old Gateway PVR (2016-vintage refurb) even though it isn't on the returnable equipment list on the "Shaw Equipment Returns" web page.
Also re-affirmed that I should just "recycle" the Portal that came with it, even though it was brand new out of the box and hasn't been used. Apparently Shaw has no use for more Portals even though they have a use for the Gateway PVR. Too many obsolete Portals in stock perhaps? Anyone need a Portal?
@GeoPro1 Hang on to that portal just in case the rules change between now and when your equipment arrives at the warehouse.