Third-Party Support FAQs

Document created by shaw-colin on Nov 13, 2018Last modified by shaw-jamesp on Dec 3, 2018
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This article covers some commonly asked questions about the evolution of Shaw's scope of service support. Shaw is committed to providing the best service to our customers, and while we'd like to be able to help you will all of your troubleshooting needs, in some cases the issue may be a non-Shaw issue to which our team is not able to provide support on.

 

This article will provide an overview of:

 

Did You Know:

 

Information about products not manufactured by Shaw, or independent websites not controlled by Shaw, is provided without recommendation or endorsement. Shaw assumes no responsibility with regard to the use of third-party websites or products.

                       
Examples of out of scope support

Examples of some of the most common unsupported services are listed below.  While this is not a complete list, it can be used as general reference for areas for which Shaw does not provide support on.

 

Out of Scope
Email ClientsRange extenders
Browsers (Plug-ins/Add-ons/Properties)Smart Homes
Video conference softwareNetwork Drivers
VPNsHome Networking
RoutersVoIP
Smart TVsVirus/Spyware/Malware
Mobile DevicesSwitches/Hubs
In-home media sharingGame Consoles
Other smart devicesLAN Gaming
Antivirus SoftwareWireless Printers

Related: Billing & Account Support | Internet Support TV Support | Home Phone Support

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FAQs on support scope

Here are some frequently asked questions on the scope of Shaw support.

 

Why is Shaw’s Scope of Service evolving?

We want to ensure that our customers receive the best possible support for their 3rd party hardware and software by speaking with the experts in it. Simply put, our agents are not trained in supporting 3rd party equipment and software. The best way to resolve your non-Shaw related issue is to leverage support from the third-party brand.

 

Where can I find the support and answers that I need?

Many answers can be found free of charge on 3rd party support sites and forums. We have compiled a list of common third-party support resources.  Reminder that Shaw assumes no responsibility with regard to the use of third-party websites or products.

 

Is Shaw no longer providing technical support?

Shaw will continue to provide you with troubleshooting and support with accurate information related to your Shaw services. For non-Shaw support issues, we will do our best to refer you to the proper 3rd party experts for the best experience with their software and devices.

 

Does Shaw provide support to set up new email accounts on email clients?

No, third-party email clients are out of scope. We can provide you with Shaw’s email server settings and other Shaw related email support.

 

“But it’s your email...”

We are happy to support access to and use of our shaw.ca email addresses. If you can successfully log in and send/receive email through our webmail.shaw.ca site, then your Shaw email address is working and the issue is with your email client. To troubleshoot challenges with a 3rd party email program, we recommend reaching out to the email software provider for further assistance.

 

Does Shaw provide support to set up my new mobile phone?

No, third-party mobile devices are out of scope. We continue to provide you with our email server settings and other Shaw related email support, but for device setup or specific troubleshooting you will be be referred to third-party support resources.

 

Does Shaw provide support for setting up Smart homes?

We will support Shaw service installation, quality, and home automation up to the point of proving Shaw services in or out as the cause of an issue. Regular troubleshooting will apply for diagnosing and determining if Shaw services are working at optimal levels. Customers will be referred to 3rd party support for their device if there are issues with the use of service on a 3rd party device or through smart wiring.

 

"You’ve helped me with this before..."
We understand that previously on occasion, advice and support may have been offered for non-Shaw software and devices. Shaw agents are not trained on 3rd party equipment/software so any assistance would have been provided from an agent’s individual experience. To enable our customers to have a consistent, positive experience, we are always happy to support Shaw-specific products/services. If challenges arise with a device/service that Shaw did not provide, it will always be best to speak with the experts on those devices/services.

Related: Email Setup Support | Billing & Account Support | Internet Support TV Support | Home Phone Support

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