April 1, 2019 | Rate Adjustment FAQ

Document created by shaw-jamesp on Jan 17, 2019
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Starting April 1, 2019, rates will increase on select residential Internet, TV, and Phone plans. Customers will receive advanced notification of the rate change through their monthly invoice. Customers who have signed up for a 2-year ValuePlan with a price guarantee will not see a rate increase on their base TV and Internet services. Any Theme Packs or add-ons may be subject to an increase.


Customers can sign up for a 2-year ValuePlan to receive a price guarantee on their base TV and Internet services until the term ends.


Canadians are using the Internet more and viewing more TV shows and movies on more devices than ever before. As a leading communications provider, we are committed to giving our customers more access to the leading content and technology they want—now and into the future.

Please see answers to common questions below.



  1. Why are my rates going up?
  • We increase our rates to ensure we can continue providing the same exceptional connectivity and content experience while meeting the evolving needs of our customers as programming costs rise and Internet usage continues to grow.
    • Internet:
      • Effective April 1, 2019, we will increase the rates of select residential and business services to enable continued investment in our network infrastructure so that we can continue providing our customers best-in-class products and services, now and in the future.
      • Today we have more connected devices than ever before, and the digital landscape will continue to evolve at an exponential rate, driving increased demand for fast and reliable connectivity inside and outside the home.
      • Shaw is a market leader in broadband, offering the fastest, most-broadly available internet speeds, delivered through our extensive, always-on fibre network.
        • We have completed major upgrades to our hybrid-fibre network to free up massive amounts of bandwidth and considerably increase its capacity.
        • Shaw does not charge for data overages on any of our Internet plans
      • This requires significant and continued investment to ensure we’re able to continue enhancing our network capacity to meet the needs of our customers as the demand on our network continues to grow.
        • As a result of these investments, our network is 99.7% congestion-free, meaning our customers continue to receive reliable and fast internet speeds at any time of day.
        • We’re now able to offer our fastest speeds to 94% of our footprint today.
      • Our 2-year ValuePlans give customers the bandwidth they want along with the savings and cost certainty that comes with a two-year price guarantee.
        • Customers that are currently on a month-to-month plan can sign up for a 2-year ValuePlan to receive a 2-year price guarantee on their base TV and Internet services.
      • With the continued expansion of Shaw Go WiFi, our customers can stay connected on-the-go and save on their wireless data.
        • Shaw Go WiFi provides customers complimentary access to over 100,000 hotspots between Victoria and Sault Ste. Marie, which keeps them connected in the places outside of their home, while saving on costly cellular data charges.
    • TV:
      • Demand from viewers for more, higher-quality, original television content continues to increase, broadcasters are responding with bigger-budget programs and expanding lineups of new shows.
      • As broadcasters spending on content escalates, programmers, in turn, increase the rates charged to distributors like Shaw for the rights to broadcast this content.
        • For example, producing hit TV shows with elaborate sets, A-list talent and multiple locations—like Game of Thrones and The Walking Dead—can cost between three and eight million dollars per episode.
      • At the same time, the fees paid by programmers to the major sports leagues—like the NHL and NFL — for the rights to televise their games, have also increased dramatically, and in turn, the sports channels increase the cost to distributors like Shaw.
      • Shaw continues to invest in improving our customer's television experience with the integration of Netflix, YouTube, and YouTube Kids Apps into the BlueSky TV platform, and also launched our first 4K-capable set-top box (XG1v4)
      • We also launched a number of new channels into our FreeRange TV product, including A&E, Bravo, Comedy Network, Fox News, Gusto, MTV, Much, and Space.


  1. How much will prices increase by?
    • If the price of the service(s) you subscribed to have changed, the new prices have been or will be specified within a notification included in your monthly invoice.


  1. When will this rate adjustment take effect?
    • Rates for select residential cable and business services will increase as of April 1, 2019.


  1. When were customers notified of this rate adjustment?
    • Customers began seeing notifications of the rate adjustment via invoice messaging, shaw.ca, business.shaw.ca and the Shaw Support Community starting on February 1, 2019.


  1. Is the CRTC involved in regulating Shaw service rates?
    • No, the CRTC is not involved in the setting of Shaw rates.
    • Shaw is solely accountable for all changes made to our pricing.


  1. Where can I find more information about this rate adjustment?
    • More information is available on your invoice, or feel free to contact us.


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