Unable to Start Support Chat through Chrome Browser

Document created by shaw-fraser on Jun 12, 2013Last modified by shaw-alex on Oct 12, 2016
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Understanding the Issue

The Internet browser Google Chrome comes pre-loaded with pop-up blocker software which prevents new windows from opening while you are on the web without your permission. This feature has been implemented mainly to prevent ads from constantly popping up when they are unwanted, but occasionally services which utilize pop-ups will also be blocked.


The Shaw chat support service launches a pop-up window when you attempt to begin a new chat and as a result, customers using the Google Chrome Internet Browser may experience difficulty when trying to connect with one of our support representatives through Chat.



Resolving the Issue

When you first navigate to the Shaw.ca/contact us page, and click on the chat button you will be taken to a page where you will be asked to fill out some of your contact details. Once you have filled out those details, and have pressed the Chat Now button, a new page will open and your chat should automatically appear in a new pop-up window. If this has not happened, it is likely because your pop-up blocker has prevented it from doing so. To correct this:


  1. Locate the notification explaining that a pop-up has been blocked. On the Google Chrome Internet browser the pop-up blocker icon will appear in the top right hand corner of your search bar (see image below)

Chrome Browser pop up blocked



  1. Click on the pop-up blocker icon in your search bar, then choose the option to Always allow pop-ups from shaw.ca. Next, click Done


  1. Once you have done this you can hit the back button on this web page, then re-enter your contact details and once again click Chat Now. A new chat pop-up window should now successfully launch, and your chat with a Shaw chat representative will begin shortly


Chrome Browser allow popups




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