FreeRange TV - Frequently Asked Questions

Document created by shaw-fraser on Nov 6, 2015Last modified by shaw-tamara on Nov 13, 2017
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Learn more about Shaw FreeRange TV with our frequently asked questions. From device availability to streaming content and download-to-go availability, find answers to commonly asked questions about Shaw FreeRange TV. 

 

This article provides insight into:

 

 

About FreeRange TV

What is Shaw FreeRange TV?

Shaw FreeRange TV allows you to stream or download content over any WiFi connection, whether in-home or on-the-go. You also have the ability to stream and download content over a 3G or 4G cellular connection (carrier data charges may apply). FreeRange TV can be accessed using your in-home Internet connection, or on-the-go using Shaw Go WiFi.

 

What are some of the features of Shaw FreeRange TV? What content will I have access to through Shaw FreeRange TV?

  • Up to 80 live channels: The ability to stream live TV channels and content.
  • Over 30,000 on-demand titles: A library of on-demand content is accessible through FreeRange TV.
  • Over 1,500 download-to-go titles: You can download directly to your mobile device or tablet. Download-to-go is not available on the desktop/laptop version of Shaw FreeRange TV.
    • Shaw is the first cable company in Western Canada to offer Download-to-go functionality.
  • Live sports on-the-go: Shaw FreeRange TV offers Sportsnet and TSN content in one app.
  • All-in-one content aggregation: An interface that combines customer TV subscriptions (including Crave TV) into one convenient location, meaning you can find and watch the TV shows and movies you want without needing to remember what network, channel number or platform is carrying them.

 

How will mobile content rights affect the content I am able to view on Shaw FreeRange TV?

Shaw – like all broadcast distributors– negotiates with content creators to carry channels and shows for our customers to watch. As many of our customers now watch content online, or through apps (like our FreeRange TV app), these negotiations now include the right to air channels and shows on mobile devices.

  • The content that you are able to access through Shaw FreeRange TV is a result of the mobile rights we’ve secured with our broadcast partners.
  • In some cases, there are increased restrictions on the content that we can provide our customers digitally, which can affect where and how our customers watch this content, and for how long they’re able to access it.
  • Given these limitations, we are committed to working with all distributors to give our customers access to the most content possible and will continue adding more content as we can.

 

Who will have access to Shaw’s FreeRange TV?

Shaw Cable and Shaw Direct customers are able to download the Shaw FreeRange TV app on supported iOS and Android devices, including iPhone, iPad, iPod Touch and Android Tablets and Smartphones. Shaw FreeRange TV can also be accessed via your desktop or laptop computer by visiting freerange.shaw.ca with no download required.

  • Limited TV subscribers will have access to live tv. Limited TV subscribers will require a minimum of $30.00/month in video services to access Video on Demand.
  • Shaw Business customers will not have access to Shaw FreeRange TV at this time.
  • The Shaw FreeRange TV app is free to download for Shaw Digital Cable or Satellite TV subscribers.

 

How do I get Shaw FreeRange TV?

The app is available for direct download at both the Apple iTunes and Android Google Play stores. You can find more information about Shaw FreeRange TV, including links to download, by visiting shaw.ca/FreeRangeTV. Shaw FreeRange TV is also available on your computer by visiting freerange.shaw.ca

 

What kind of features and functionality will Shaw FreeRange TV provide compared to the existing Shaw Go apps?

  • Download-to-go functionality is a first for Shaw and allows you to download select on-demand titles for offline viewing.
  • Shaw FreeRange TV provides a single place for you to view your TV subscription when you’re at home or on-the-go. This includes access to live TV, on-demand and Crave TV content.
  • You can access all of the networks (where Shaw has mobile rights) you subscribe to through one app, creating a more seamless user experience.
  • Shaw FreeRange TV provides suggestions based on the content watched and stores your viewing history for a full year to make it easier than ever to binge watch a new TV series or discover new movies.
  • Rotten Tomatoes and Flixster movie ratings help ensure you can make informed viewing decisions without leaving the FreeRange TV experience.
  • Parental Controls and Safe Browse features enable the entire family to safely access content.

Related: About the Shaw FreeRange TV App, How to Setup and Manage FreeRange TV

Note:

 

The content that you can access with Shaw FreeRange TV is dependent on the TV package you subscribe to where mobile rights exist. Download-to-go is only available on the Android and iOS app and is not available on desktop/laptop. 

               

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Device availability

Do I need a special set-top box or receiver to use Shaw FreeRange TV?
No, the FreeRange TV app is a standalone product and does not rely on a connection to current digital boxes or receivers.

 

What devices will support Shaw FreeRange TV?

  • Shaw FreeRange TV will be available on iOS devices (iOS 8 or newer) and most Android (Ice-cream Sandwich 4.1 or newer) devices.
    Shaw FreeRange TV is available on your computer by visiting freerange.shaw.ca with the following requirements:
    • Software Platform: Adobe Flash 15.0.0.152+
    • Operating System: Windows 7+ or Mac OS X 10.7+
    • Web Browser: IE 10+, Chrome, Safari 5.1+, Microsoft Edge, Firefox
  • You can use the Shaw FreeRange TV app on the following supported devices:

Supported Devices

iPhoneiOS 9.0 or higher
iPad
iOS 9.0 or higher
iPod TouchiOS 9.0 or higher
Android

4.1 and higher

 

Which devices are not compatible with Shaw FreeRange TV?

Apple devices pre-iOS 9.0 and Android devices pre OS 4.1 are not compatible with FreeRange TV.

  • Shaw FreeRange TV does not support Chromecast, 3rd-party Android media streaming devices, AirPlay, gaming consoles or the Android equivalent of Air Play at this time.

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Streaming content on FreeRange TV

Can I watch Shaw FreeRange TV on any Internet connection?
Yes, Shaw FreeRange TV can be accessed using your in-home Internet connection, on-the-go using Shaw Go WiFi or while connected to a cellular data network while in Canada (cellular data charges may apply).


Are paid Video On Demand (VOD) and Pay-Per-View (PPV) events available on Shaw FreeRange TV?
No, FreeRange TV does not carry VOD or PPV content.

 

Do Free preview channels show up on FreeRange TV?
No, FreeRange TV does not show free preview channels. These are available over set top boxes only. 


Will Shaw FreeRange TV integrate Crave TV content?
Yes. If you subscribe to Crave TV you will be able to access this content through Shaw FreeRange TV. Navigation will be seamless, meaning you will be able to search for your TV subscription and Crave TV content in one place, you will not have to switch between platforms to find the movies and shows you’re looking for.

 

How many devices per account can access the Shaw FreeRange TV at the same time?

You are able to download Shaw FreeRange TV on up to 40 devices per Shaw Cable or Shaw Direct account. When a 41st device is introduced, the 1st authorized device is automatically replaced by the newly added device.

  • Two devices can simultaneously stream content at the same time and five of the authorized devices can download titles for offline viewing.
    • Note: When a third stream is initiated, the first stream will lose its connection. This works in a similar way to the device limits where you will bump the first added to make room for the new device/stream.


Will Shaw FreeRange TV integrate with Netflix? If not, are there plans to do so in the future?

No. Netflix content will not be included in Shaw FreeRange TV, there are no plans to integrate Netflix at this time.

 

Can I watch Shaw FreeRange TV outside of Canada?

You can watch downloaded content from anywhere, even outside of Canada; however, the content must be downloaded within Canada and expires after 30 days.

  • Kids content (YTV, Treehouse and Nickelodeon) will expire 30 days after being downloaded.
  • Content from Hollywood Suite is available only until the end of the calendar month.
    • i.e. A movie downloaded on May 15th, 2017 would be able to be watched offline until end of day on May 31st, 2017.

The ability to stream live TV and on-demand content on Shaw FreeRange TV is not available to customers outside of Canada due to content rights restrictions.

 

Can two devices watch the same live channel at the same time?

Yes, a maximum of two devices per registered account can stream content at the same time. Note: When a third stream is initiated, the first stream will lose its connection. This works in a similar way to the device limits where you will bump the first added to make room for the new stream.

 

What kind of video quality will the app offer?

If supported by the device, video can be streamed at up to 720p HD.


What will the live TV channel lineup look like on Shaw FreeRange TV?

Shaw FreeRange TV includes access to up to 80 live TV channels linked directly to your TV subscription where mobile rights exist.
Say goodbye to channel numbers! The guide is intelligently grouped by theme making navigation a breeze. You can also select one of the genre categories to filter for sports, kids’ content, or movies.

 

Will Shaw FreeRange TV be able to play PVR recordings, schedule recordings or allow users to download recordings for offline viewing?
No, Shaw FreeRange TV does not support this functionality.

 

Can I stream Video On Demand or live TV on another monitor from the Shaw FreeRange TV?

All video output (HDMI, airplay, Chromecast, DLNA etc.) is blocked for iOS and Android.

 

Can I pause, rewind, or fast forward live TV or on-demand programs on Shaw FreeRange TV?

Pause and rewind is available for all on-demand networks, fast-forward is available for most. You cannot pause, rewind or fast-forward live TV streams in Shaw FreeRange TV

 

Are seasonal packages such as NFL Sunday Ticket or NHL Centre Ice available for streaming on Shaw FreeRange TV?
No, not at this time.

 

Is Shaw FreeRange TV available in French?
No, not at this time.


Do blackout restrictions apply with Shaw FreeRange TV?

  • We strive to provide you with the best on-the-go viewing experience, and in order to do that, some programs may be unavailable or ‘blacked out’.
  • Programming available to you on Shaw FreeRange TV is based on what you have access to on your set-top box at home as well as any mobile viewing restrictions.
  • We work with our network partners to maximize the number of programs viewable on a mobile device at any given time, but you may experience situations where the content you are trying to view is not available on Shaw FreeRange TV.
  • For example, when you travel outside of a sport league’s defined viewing boundary, the games you can view at home may be unavailable on your mobile device.


For more information on blackout restrictions, please see the following support article: FreeRange TV - Blackout Information

 

Will use of the FreeRange TV app or freerange.shaw.ca on my home Internet connection count against my allotted monthly data usage?

Like all other video streaming services, Shaw FreeRange TV will count against your monthly allotted Internet data usage; however, Shaw offers additional data in many of our Internet packages (for an additional fee) and we do not charge for data overages.

 

Will the speeds available at a Shaw Go WiFi hotspot support video playback for FreeRange TV?
Yes. In fact, we recently increased our Shaw Go WiFi and Shaw Internet speeds on select packages. More about Shaw Go WiFi.

Related: FreeRange TV - App 

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Download to go functionality

FreeRange TV - Download-to-go gives you access to select program content for offline viewing. Download-to-go is only available on the Android and iOS app and is not available on desktop/laptop. 

 

What content is available to download from Shaw FreeRange TV?
Over 1,500 on-demand titles will be available to download; however, the number of titles available for download depend on what’s included in your current TV subscription.

  • Kids content (YTV, Treehouse and Nickelodeon) will expire 30 days after being downloaded.
  • Hollywood Suite content was made available on May 5th, 2016. The available movies and number of titles will update month-to-month. Content from Hollywood Suite is only available until the end of the calendar month.
  • i.e. A movie downloaded on May 15th, 2016 would be able to be watched offline until end of day on May 31st, 2016.


What networks currently offer Download-to-go content?

  • YTV
  • Nickelodeon
  • Treehouse
  • Hollywood Suite

 

How do I download content for offline playback?
If a title is available for download, the option will appear next to the “Watch" button. The file download will be allowed to commence provided that your device has sufficient space available and that no other device associated with your account has downloaded/checked out the same title.

  • You can also apply a filter while browsing on-demand titles to only display shows with titles that are available for download.


How many titles will I be able to download to my device and view without an internet connection?
You can download up to 10 on-demand titles per device and can authorize up to 5 devices to download per account.

  • Titles can only be checked out (downloaded) by one device at a time, per account.
  • If you want to download additional content you will be required to check in titles (remove them from their device) prior to downloading.


What type of Internet connection do I need to download content?
Shaw FreeRange TV allows you to stream or download content over any WiFi connection, whether in-home or on-the-go. You also have the ability to stream and download content over a 3G or 4G cellular connection (carrier data charges may apply). Check your wireless provider's rate plan for details. Once content is downloaded, a connection is not needed to play.

 

How do I manage devices for the streaming and download features?
You can manage your Download-to-go devices through the app and streaming devices via Shaw or Shaw Direct My Account.

  • To manage Download-to-go devices visit the ‘Settings’ menu in the app and open ‘Manage Download Devices’ to de-authorize.
  • To manage streaming devices, log into your Shaw or Shaw Direct My Account to de-authorize or remove a device. Go to Shaw FreeRange TV App page, choose the device you want to de-authorize and click "Remove Device".

Removing a device will return any downloadable content stored on that device.


How long can I access downloaded movies and shows on my device?
You can access your downloaded programs for a maximum of 30 days, however, if that content becomes unavailable due to rights restrictions before the title availability window expires, it may be returned in less than 30 days.


Can I move downloaded programs to another device and play them?
No, you can only play back a program on the enabled device that originally downloaded the program.

 

What happens when a download is interrupted? Can I watch a movie or show while it's downloading? Or one that was partially downloaded?
You cannot watch a program until the download is complete. If there is an interruption (e.g., loss of power or connectivity), the download will automatically pause. You can resume the download when you re-launch the app.


Will downloading content over a cellular network incur data charges?
Downloading content over a cellular network may incur data charges. Please check your wireless rate plan for details. Note: You can watch downloaded content offline anywhere in the world as long as it is downloaded while in Canada.

 

Will Shaw support customers experiencing technical difficulties?
Yes. Shaw customers will be supported by Shaw’s expert Customer Care team as they are today for all of their Shaw services. If you're in need of support please contact Shaw Support Chat or Contact Us.

 

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