Frequently asked questions
Check out the following FAQs to learn more about SamKnows.
Can I cancel my participation at any time?
Yes. Simply contact SamKnows at community@samknows.com to make arrangements to return the Whitebox.
How does the Whitebox work to test speeds — do I need to do anything?
Just plug in the Whitebox. The device will automatically test download speeds, upload speeds, and other quality performance indicators.
How do I install the Whitebox?
Installation is easy, and very similar to installing a router. Complete instructions will arrive with the device.
Can you see what I'm browsing?
SamKnows does not collect any personal browsing data that passes through the device. The device only checks your bandwidth usage to decide whether to postpone tests (eg. if you're downloading a large file, test will be delayed so your activity isn't disrupted). When your network is idle the device simulates the act of browsing to common websites to produce a metric for browsing speed.
How secure is the Whitebox? Does it allow you access to my network?
By default, the device does not allow remote access. For troubleshooting purposes, SamKnows might ask you for permission to access the device via a secure SSH tunnel. This will not give them access to your home computers.
Is there any cost to me for participating in this test?
There is no cost to you for volunteering. The device will be shipped to you free of charge and will be yours for the duration of the test.
What will be done with the speed information gathered through this device?
SamKnows will gather data from a statistically significant sampling of Shaw Internet customers. This data will be used by Shaw to ensure we are delivering an exceptional Internet experience.
Can I see the results for my connection?
Shaw is committed to compiling customer information in order to assess our network performance and ultimately make our customers' experiences even better. There are no plans to make data from individual white boxes available.
If you need assistance or have any questions, contact the SamKnows support team at community@samknows.com.