<DIV id="article-top" class="tkb-custom-template"><!-- Start of overview box --> <DIV class="lia-quilt-row lia-border-box tkb-overview-box"> <DIV class="lia-quilt-column lia-quilt-column-08 tkb-toc"><!-- auto-generated ToC --></DIV> <DIV class="lia-quilt-column lia-quilt-column-16 tkb-overview"> <P>Over the coming weeks and months, as Rogers comes together with Shaw, you will notice that our support content will be updated to our new branding for applicable products, hardware, and apps. With these changes, you will not see any impact to your existing services.</P> <P>Customers with the BlueCurve TV experience may soon see an update to their guide and menu appearances to reflect Ignite branding on their TV. There are no changes to how the service works with these updates.</P> </DIV> </DIV> <!-- End of overview box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1328660713">Updated Terms</H2> <P>See the table below for terms that are changing throughout the Shaw Support site.</P> <TABLE style="border-style: none; width: 100%;" border="0" width="100%"> <TBODY> <TR> <TD style=" text-align: center; "><FONT color="#FFFFFF"><STRONG>Before</STRONG></FONT></TD> <TD style=" text-align: center; "><FONT color="#FFFFFF"><STRONG>After</STRONG></FONT></TD> </TR> <TR> <TD style=" text-align: center; "><STRONG>Hardware</STRONG></TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Fibre+ Gateway 3.0 (XB8)</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Ignite WiFi Gateway (Gen 3) modem</TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Fibre+ Gateway 2.0 (XB7)</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Ignite WiFi Gateway (Gen 2) modem</TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Fibre+ Gateway (XB6)</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Ignite WiFi Gateway modem</TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">4K Wireless TV Players (Xi6, XiOne)</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Ignite Entertainment Box</TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">BlueCurve TV Players (XG1v3, XG1v4, XiD)</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">TV Player</TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Fibre+ WiFi Pods</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Ignite WiFi Pods (Gen 2)</TD> </TR> <TR> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">BlueCurve WiFi Pods</TD> <TD width="50%" height="25px" style="border-style: solid; border-color: #dddddd;">Ignite WiFi Pods (Gen 1)</TD> </TR> <TR> <TD style=" text-align: center; "><STRONG>Television</STRONG></TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">BlueCurve TV</TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Ignite TV</TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Shaw Stream</TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Ignite Streaming</TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Video on Demand / Shaw on Demand</TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">On Demand</TD> </TR> <TR> <TD style=" text-align: center; "><STRONG>Internet</STRONG></TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">BlueCurve Network Security</TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Advanced Security</TD> </TR> <TR> <TD style=" text-align: center; "><STRONG>Home Phone</STRONG></TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Shaw Home Phone<BR /> <UL> <LI>(Connect via Fibre+ Gateway)</LI> </UL> </TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Ignite Home Phone</TD> </TR> <TR> <TD height="47px" style="border-style: solid; border-color: #dddddd;">Shaw Home Phone<BR /> <UL> <LI><SPAN>(Connect via Digital Phone Terminal)</SPAN></LI> </UL> </TD> <TD height="47px" style="border-style: solid; border-color: #dddddd;">Rogers Home Phone</TD> </TR> <TR> <TD style=" text-align: center; "><STRONG>Apps</STRONG></TD> </TR> <TR> <TD height="81px" style="border-style: solid; border-color: #dddddd;">BlueCurve TV App</TD> <TD height="81px" style="border-style: solid; border-color: #dddddd;">Ignite TV App<BR /> <UL> <LI>Referred to as "<EM>Ignite TV (Shaw) App</EM>" in app stores.</LI> </UL> </TD> </TR> <TR> <TD height="103px" style="border-style: solid; border-color: #dddddd;">BlueCurve Home App</TD> <TD height="103px" style="border-style: solid; border-color: #dddddd;">Ignite HomeConnect App<BR /> <UL> <LI>Referred to as "<EM>Ignite HomeConnect (Shaw) App</EM>" in app stores.</LI> </UL> </TD> </TR> <TR> <TD style=" text-align: center; "><STRONG>Additional Services</STRONG></TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Shaw Fibre+ Network</TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Rogers Fibre-Powered Network</TD> </TR> <TR> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Shaw Go WiFi</TD> <TD height="25px" style="border-style: solid; border-color: #dddddd;">Rogers WiFi Hotspots</TD> </TR> </TBODY> </TABLE> </DIV> </DIV> <!-- End of content box --> <BR /><!-- Start of related articles box --> <DIV class="lia-quilt-row lia-border-box tkb-related-articles-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--441157032">Related readings</H2> <!-- Related articles list--> <UL class="related-article"> <LI><A href="https://support.shaw.ca/t5/billing-account-articles/rogers-shaw-coming-together-faq/ta-p/56371" target="_self">Everything you need to know about Rogers &amp; Shaw</A></LI> <LI><A href="https://support.shaw.ca/t5/mobile-articles/shaw-mobile-brand-sunset-faq/ta-p/58806" target="_self">Shaw Mobile Brand Sunset FAQ</A></LI> </UL> </DIV> </DIV> <!-- End of related articles box --></DIV>

<DIV id="article-top" class="tkb-custom-template"><!-- Start of overview box --> <DIV class="lia-quilt-row lia-border-box tkb-overview-box"> <DIV class="lia-quilt-column lia-quilt-column-08 tkb-toc"><!-- auto-generated ToC --></DIV> <DIV class="lia-quilt-column lia-quilt-column-16 tkb-overview"> <P>We constantly evaluate our products and services to ensure the best possible experience for our customers. This sometimes results in discontinuing older products and services.&nbsp;As part of this, we will be removing McAfee Multi-Access from our Advanced Network Security add-on as of June 20, 2024. McAfee Multi Access products (e.g., McAfee Total Protection, McAfee Mobile Security) will no longer be active on your device(s) after this date. McAfee Internet Security will also no longer be active.</P> <P>Advanced Security, formerly part of a subscription to Shaw Network Security, is now included at no extra cost with all our Ignite Internet plans.</P> </DIV> </DIV> <!-- End of overview box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1328690719">I subscribe to Shaw Network Security. Can I continue to use it?</H2> <UL> <LI>Your subscription to Shaw Network Security will automatically end and you’ll no longer be charged for this add-on. You may notice a credit on your bill for the amount before the add-on disappears completely.</LI> <LI>If you’re an Ignite Internet customer, you’ll continue to have access to Advanced Security protection in the Ignite HomeConnect app at no additional charge.</LI> </UL> </DIV> </DIV> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--441187038">How do I get access to Advanced Security in the Ignite HomeConnect app?&nbsp;</H2> <UL> <LI>We now include Advanced Security at no extra cost with all Ignite Internet subscriptions. Visit <A href="https://www.shaw.ca/internet/plans" target="_blank" rel="noopener nofollow noreferrer">Shaw.ca</A> to learn more about our Internet plans.</LI> <LI>If you’re an Ignite Internet subscriber, you can <A href="https://support.shaw.ca/t5/internet-articles/about-bluecurve-advanced-security/ta-p/18188" target="_self">enable Advanced Security</A>.</LI> </UL> </DIV> </DIV> <!-- End of content box --></DIV> <DIV class="tkb-custom-template"> <DIV id="article-top" class="tkb-custom-template"> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-446316643">How do I ensure my computer is protected if I don’t have McAfee antivirus through Shaw?</H2> <UL> <LI>If you have a PC with Windows 10 or later, your operating system will have Microsoft Defender Antivirus built in.</LI> <LI>If you’re using Windows 7, you can install <A href="https://www.microsoft.com/en-ca/download/details.aspx?id=5201" target="_blank" rel="noopener nofollow noreferrer">Microsoft Security Essentials</A> for free directly from Microsoft.</LI> </UL> </DIV> </DIV> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-1333820324">How do I uninstall McAfee software from my computer or mobile device?</H2> <UL> <LI><A href="https://support.shaw.ca/t5/internet-articles/how-to-uninstall-mcafee-internet-security/ta-p/6621" target="_self">How to uninstall McAfee Internet Security</A>.</LI> <LI><A href="https://support.shaw.ca/t5/internet-articles/how-to-uninstall-mcafee-multi-access-apps/ta-p/18705" target="_self">How to uninstall McAfee Multi Access apps</A>.</LI> </UL> </DIV> </DIV> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--2073643291">How do I get support with other McAfee subscriptions or products?</H2> <UL> <LI>Please visit <A href="https://www.mcafee.com/support/" target="_blank" rel="noopener nofollow noreferrer">McAfee’s support page</A> for assistance.</LI> </UL> </DIV> </DIV> <!-- End of content box --></DIV> <DIV class="tkb-custom-template">&nbsp;</DIV> </DIV> <DIV class="tkb-custom-template"><BR /><!-- Start of related articles box --> <DIV class="lia-quilt-row lia-border-box tkb-related-articles-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1186139610">Related readings</H2> <UL class="related-article"> <LI><A href="https://support.shaw.ca/t5/internet-articles/about-bluecurve-advanced-security/ta-p/18188" target="_blank">About: Advanced Security</A></LI> <LI><A href="https://support.shaw.ca/t5/internet-articles/how-to-uninstall-mcafee-internet-security/ta-p/6621" target="_blank">How To: Uninstall McAfee Internet Security</A></LI> <LI><A href="https://support.shaw.ca/t5/internet-articles/how-to-uninstall-mcafee-multi-access-apps/ta-p/18705" target="_blank">How To: Uninstall McAfee Multi Access apps</A></LI> </UL> </DIV> </DIV> <!-- End of related articles box --></DIV>

<DIV id="article-top" class="tkb-custom-template"><!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <P>Effective August 31, 2023, we are transitioning select Home Phone customers to a new platform. We know you rely on connectivity more than ever and we want to ensure continuity of your services during this transition. You should have received a bill notification, email, or direct mail letter from Shaw about this transition. Please call us at 1-877-648-5056 from 9:00 AM – 7:30 PM MST Monday to Friday to help us transition your Home Phone services.</P> <P>As a thank you for being a loyal customer, you are also eligible for exclusive offers such as faster Internet speeds, hardware upgrades, and new TV channel lineups on our latest equipment.</P> </DIV> </DIV> <!-- End of related articles box --></DIV>

<DIV id="article-top" class="tkb-custom-template"><!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <P>On February 15, 2024, the technology used to deliver cable TV in certain communities will reach the end of its service life and the third-party provider of this technology will no longer support it.</P> <P>We're notifying all impacted customers well in advance of this technology change.</P> <P>Impacted communities:</P> <UL> <LI>Merritt, BC</LI> <LI>Wawa, ON</LI> <LI>Flin Flon, SK</LI> <LI>Creighton, SK</LI> <LI>Thompson, MB</LI> <LI>Stonewall, MB</LI> </UL> <P>If you don’t migrate to a compatible television platform by February 15, 2024, your cable TV box will stop working. You won’t be charged for cable television after that date.</P> <P>To learn more about the benefits and features of upgrading to our best video technology, visit <A href="https://www.shaw.ca/tv" target="_blank" rel="noopener nofollow noreferrer">shaw.ca/tv</A>.</P> <P>To avoid any interruption to your television service, you can upgrade your equipment and switch to Ignite TV by contacting us at <STRONG>1-888-342-2835</STRONG>.</P> <P>Internet services will not be impacted by these upcoming technology changes.</P> </DIV> </DIV> <!-- End of content box --><!-- Start of FAQ content box --> <DIV class="faq-content-box"><HEADER class="faq-content-header"><IMG class="faq-content-header__icon" src="https://support.shaw.ca/html/assets/Confirm@2x.png" border="0" /> <DIV> <H2 id="content-section-0" id="toc-hId--1329436454">Frequently Asked Questions</H2> </DIV> </HEADER> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"><!-- Start of accordion parent --> <UL class="accordion"><!-- start of individual accordion item --> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false"> I’m happy with my current TV experience. Why is my cable TV service being disconnected? </BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>The technology used to deliver your cable TV is reaching the end of its service life. The third-party provider that allows us to supply cable TV in your community has decided that it will no longer support and service that platform.</P> </DIV> </LI> <!-- end of individual accordion item --> <!-- start of individual accordion item --> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">I also have internet service. Will my internet stop working as well?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>No, there will be no change to your internet service. This change only affects cable TV.</P> </DIV> </LI> <!-- start of individual accordion item --> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">What should I do with my old cable TV equipment?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>You don’t need to return your old cable TV equipment. We encourage you to recycle it at local electronics stores or landfill sites. Visit our recycling partner <A href="https://epra.ca/" target="_blank" rel="noopener nofollow noreferrer">EPRA</A> for local recycling guidelines.</P> </DIV> </LI> <!-- end of individual accordion item --> <!-- start of individual accordion item --> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">What will change about my TV service if I switch to Ignite TV?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>We’re here to help make your switch to Ignite TV as seamless as possible. You’ll be able to choose from a Self Connect or Technician installation for your new equipment. Instead of cable TV boxes, you’ll have an Ignite Entertainment box for each TV in your home. Ignite TV includes access to hundreds of HD channels, On Demand titles, the ability to download recordings to watch offline, a voice-activated remote, and access to TV on-the-go with the Ignite TV app. Please call us at <STRONG>1-888-342-2835</STRONG> to find out more.</P> </DIV> </LI> <!-- end of individual accordion item --> <!-- start of individual accordion item --> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">What happens if I don’t make any changes to my television services?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>On February 15, 2024, the cable TV box in your home will stop working. You won’t be charged for cable television after that date.</P> <P>To avoid any interruption to your television service, you can upgrade your equipment and switch to Ignite TV by contacting us at <STRONG>1-888-342-2835</STRONG>.</P> </DIV> </LI> <!-- end of individual accordion item --> <!-- End of accordion parent --></UL> </DIV> </DIV> </DIV> <!-- End of FAQ content box --></DIV>

<DIV class="lia-message-template-content-zone"> <P>Access to Target Servers distributing unauthorized streams of live NHL games in Canada has been blocked by Federal Court Order, Court File T-955-21 (the “<STRONG>Order</STRONG>”).</P> <P>The Plaintiffs in Federal Court File T-955-21 are Rogers Media Inc., Bell Media Inc., and Group TVA Inc. The Plaintiffs’ contact information is: <A href="mailto:T-955-21@proton.me" target="_self" rel="nofollow noopener noreferrer">T-955-21@proton.me</A></P> <P>The operators of the Target Servers (i.e. the John Doe Defendants), any third party claiming to be affected by this Order, and any Internet service customer affected by the Order, may apply to the Federal Court to discharge or vary the Order pursuant to paragraph 20 of the Order.</P> <P>Please direct any complaints, including concerns regarding false positives (i.e. blocked access to lawful, non-copyright infringing content), to the Plaintiffs at <A href="mailto:T-955-21@proton.me" target="_self" rel="nofollow noopener noreferrer">T-955-21@proton.me</A>, or to the Plaintiffs’ Agent at <A href="mailto:nhl_ipallocation@friendmts.com" target="_self" rel="nofollow noopener noreferrer">nhl_ipallocation@friendmts.com</A>.</P> </DIV>

<DIV id="article-top" class="tkb-custom-template"><!-- Start of overview box --> <DIV class="lia-quilt-row lia-border-box tkb-overview-box"> <DIV class="lia-quilt-column lia-quilt-column-08 tkb-toc-manual"><!-- Manual ToC --> <UL class="no-list"> <LI><A href="#content-section-0" target="_self" rel="nofollow noopener noreferrer">Rate Adjustment FAQs</A></LI> </UL> </DIV> <DIV class="lia-quilt-column lia-quilt-column-16 tkb-overview"> <P>At Shaw, we are dedicated to always improving the services we provide our customers. Periodically this requires rate changes. Starting November 1, 2022, rates will increase on select residential services, including base Internet, Television, and Home Phone packages, and some TV theme packs/add-ons. If your rates are changing, you will have received an advanced notification of the rate changes on your monthly bill.</P> <P>To receive a two-year price guarantee on your base package for Internet and/or TV services, you can sign up anytime for Shaw’s 2-year ValuePlans. If you are already on a 2-year ValuePlan and within the term of the contract, you will not be impacted by this rate adjustment on your base packages for TV and Internet services.</P> </DIV> </DIV> <!-- End of overview box --> <!-- Start of FAQ content box --> <DIV class="faq-content-box"> <H2 id="content-section-0" id="toc-hId--1329614984">Rate Adjustment FAQs</H2> <P>Please see answers to common questions below.</P> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"><!-- Start of accordion parent --> <UL class="accordion"><!-- start of individual accordion item --> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">Why are my rates going up?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>We are committed to meeting the evolving needs of our customers by investing in technology that improves the reliability, speed and capacity of our network. Periodically, this requires rate changes. This rate change will support our ability to provide the highest quality of service.</P> </DIV> </LI> <!-- end of individual accordion item --> <!-- start of individual accordion item --> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">How much will prices increase by?</BUTTON> <DIV class="accordion-panel" aria-hidden="true">The following TV theme packs and add-ons will see increases:<BR /> <UL> <LI>$4 Pick and Pay channels are increasing to $5/mo (plus tax)</LI> <LI>$6 Pick and Pay channels are increasing to $7/mo (plus tax)</LI> <LI>Pick 10 Packs are increasing to $24/mo (plus tax)</LI> <LI>TImeshift Packs are increasing to $7/mo (plus tax)</LI> </UL> <BR /> <P>Home Phone services for select customers paying discounted rates will increase by $3/mo (plus tax).</P> <P>Month-to-month billing customers who were on a 2-year ValuePlan that expired since January 1, 2021, may see an increase to their core services of Internet, Television, and Home Phone. You can reference your monthly bill for further details of these changes.</P> </DIV> </LI> <!-- end of individual accordion item --> <!-- start of individual accordion item --> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">What will this look like on my bill?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>Increases to TV theme packs and add-ons will be reflected in the monthly subscription price on your monthly bill.</P> <P>Increases in monthly service rates for base packages (Internet, Television, and Home Phone) will be reflected through the reduction of applicable discounts on your monthly bill.</P> </DIV> </LI> <!-- end of individual accordion item --> <!-- start of individual accordion item --> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">When will this rate adjustment take effect?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>November 1, 2022.</P> </DIV> </LI> <!-- end of individual accordion item --> <!-- start of individual accordion item --> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">When was I notified of this rate adjustment?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>Notifications of the rate adjustment started on August 1, 2022, via bill messaging, shaw.ca, and support.shaw.ca.</P> </DIV> </LI> <!-- end of individual accordion item --> <!-- start of individual accordion item --> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">Is the CRTC involved in overseeing these rate increases?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>No. Shaw is solely accountable for these price adjustments. At Shaw, we strive to provide the highest quality of service for the most value.</P> </DIV> </LI> <!-- end of individual accordion item --> <!-- start of individual accordion item --> <LI class="accordion-item"><BUTTON class="accordion-header" aria-expanded="false">Where can I find more information about this rate adjustment?</BUTTON> <DIV class="accordion-panel" aria-hidden="true"> <P>More information will be available on your upcoming bill.</P> <P>Click <A href="https://support.shaw.ca/t5/billing-account-articles/how-to-view-my-current-shaw-bill/ta-p/6146" target="_blank">here</A> to learn how to view your bill in the My Shaw App or My Shaw website or <A href="https://www.shaw.ca/contact-us/" target="_blank" rel="noopener nofollow noreferrer">contact us</A>.</P> </DIV> </LI> </UL> </DIV> <!-- end of individual accordion item --> <!-- End of accordion parent --></DIV> </DIV> </DIV> <!-- End of FAQ content box --> <P>&nbsp;</P> <!-- Start of related articles box --> <DIV class="lia-quilt-row lia-border-box tkb-related-articles-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--442111303">Related readings</H2> <BR /><!-- Related articles list--> <UL class="related-article"> <LI><A href="https://support.shaw.ca/t5/billing-account-articles/shaw-billing-faqs/ta-p/5634" target="_self">Shaw Billing FAQs</A></LI> <LI><A href="https://support.shaw.ca/t5/billing-account-articles/how-to-manage-your-account-using-my-shaw/ta-p/6269" target="_self">Manage your Shaw Account Using My Shaw.</A></LI> <LI><A href="https://support.shaw.ca/t5/billing-account-articles/contact-us-information/ta-p/6458" target="_self">Contact Us Information</A></LI> </UL> </DIV> </DIV> <!-- End of related articles box -->

<DIV class="lia-message-template-content-zone"> <P>Effective immediately, Shaw will no longer be carrying Russia Today. Customers who subscribe to RT as a pick and pay service will automatically receive a credit in the next billing cycle.</P> </DIV>

<DIV id="article-top" class="tkb-custom-template"><!-- Start of overview box --> <DIV class="lia-quilt-row lia-border-box tkb-overview-box"> <DIV class="lia-quilt-column lia-quilt-column-08 tkb-toc"><!-- auto-generated ToC --></DIV> <DIV class="lia-quilt-column lia-quilt-column-16 tkb-overview"> <P>STIR/SHAKEN (S/S) is a protocol used reduce spam phone calls by digitally signing originating calls. This means that when you're receiving a call, you can tell if it's a legitimate (signed) calling party number based on call display information. With S/S, you can more easily avoid spam calls and should see an overall reduction in fraudulent robocalls and illegal phone number spoofing.</P> <P>S/S began to rollout holistically in Canada on November 30th, 2021. Since it's rolling out over time, not all calls will be signed at launch.</P> </DIV> </DIV> <!-- End of overview box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1330453969">What is STIR/SHAKEN?</H2> <UL> <LI><STRONG>STIR</STRONG><SPAN>&nbsp;</SPAN>(Secure Telephony Identity Revisited) and<SPAN>&nbsp;</SPAN><STRONG>SHAKEN</STRONG><SPAN>&nbsp;</SPAN>(Signature-based Handling of Asserted Information using Tokens) is a protocol and a set of methods and procedures that is used to digitally sign&nbsp;originating calls sent over an end-to-end IP network.</LI> <LI>STIR/SHAKEN (S/S) has been mandated for use by Service Providers (SPs) by the FCC in the US and CRTC in Canada to reduce fraudulent robocalls and illegal phone number spoofing.</LI> <LI>S/S is not a Shaw product or feature. Rather, it's a protocol that all Service Providers (SPs) are required to implement—as a condition of service. You will benefit from S/S regardless of which phone plan or features you're subscribed to. There's no additional cost or action required.</LI> </UL> </DIV> </DIV> <!-- End of content box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--442950288">Do I Need to do Anything When STIR/SHAKEN Launches?</H2> <UL> <LI>You do not need to do anything, and should simply notice the number of scam and spam calls decrease.</LI> <LI>You may see some differences in the call display on your handsets when S/S is introduced, allowing you to identify a signed call.</LI> <LI>We started the rollout of S/S for wireless customers (Shaw Mobile and Freedom Mobile) in 2022. Whether you will have access to STIR/SHAKEN technology will depend on the phone you are using and whether software is up to date.</LI> </UL> </DIV> </DIV> <!-- End of content box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-444553393">How Can I Identify a Signed Call on My Call Display?</H2> <UL> <LI>You can easily tell on your call display if an incoming call is signed or legitimate. This appears differently between home phone (landline) and mobile phone handsets. <UL> <LI>Home phones will show "VER" on the call display to indicate the call is verified.</LI> <LI>Mobile phones will show a green checkmark on call display to indicate the call is verified.</LI> </UL> </LI> <LI>Unsigned calls will not have an indicator; they just won't show as verified.</LI> <LI>Since STIR/SHAKEN is rolling out over time, not all calls will be signed at launch.</LI> </UL> </DIV> </DIV> <!-- End of content box --></DIV> <DIV class="tkb-custom-template"> <DIV id="article-top" class="tkb-custom-template"> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-1332057074">How Does STIR/SHAKEN Work?</H2> <UL> <LI>Currently, there are many Caller ID spoofing mechanisms, and illegitimate spoofing can evolve to evade mitigation techniques.&nbsp;With S/S, you can more easily avoid spam calls and should see an overall reduction in fraudulent robocalls and illegal phone number spoofing.</LI> <LI>The existing rules that the CRTC introduced around SPAM calling (see <A href="https://support.shaw.ca/t5/home-phone-articles/how-to-use-spam-call-blocking/ta-p/10346" target="_self">How To: Use Spam Call Blocking</A>) will be applied to calls subjected to S/S. This may increase the efficacy of the CRTC’s spam call blocking rules. As S/S is rolled out across all SP’s, determinations on what will be done with unsigned calls is ongoing.</LI> <LI>SHAKEN is a framework that utilizes the STIR protocol to digitally sign phone calls carried on IP-based (SIP) Trunks with one of three “Attestations” or “Trust values”. Using S/S, an originating SP will digitally sign a phone call as either “A” – verified association, “B” – not a fully verified association, or “C” – not verified. The destination SP looks at the Calling Party Information and the digital signature provided by the originating SP and determines whether it is trusted, partially trusted or not trusted at all. Assigning these designations is the responsibility of the originator of the call or the SP, either directly or at the point the call enters its network.<BR /><BR /></LI> </UL> <P style=" text-align: center; "><STRONG>STIR/SHAKEN Topology</STRONG></P> <P style=" text-align: center; "><STRONG><span class="lia-inline-image-display-wrapper lia-image-align-center" image-alt="STIR-SHAKEN.png" style="width: 662px;"><img src="https://support.shaw.ca/t5/image/serverpage/image-id/7161i964335216D87F08E/image-dimensions/662x245?v=v2" width="662" height="245" role="button" title="STIR-SHAKEN.png" alt="STIR-SHAKEN.png" /></span></STRONG></P> </DIV> </DIV> </DIV> </DIV> <DIV class="tkb-custom-template"><!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--2075406541">Which phones support STIR/SHAKEN?</H2> <UL> <LI>Currently, the following phones support this technology: <UL> <LI>Samsung Galaxy: S10, S20, S20 FE, S21 FE, Note 10, Note 20, A52, Z Fold3/ Flip3</LI> <LI>Motorola: Moto G Pure</LI> <LI>Google: Pixel 6 and Pixel 6 Pro</LI> </UL> </LI> <LI>We’re working with other manufacturers to make sure more phones will support it.</LI> </UL> </DIV> </DIV> <!-- End of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1187902860">Why Might the Rollout of STIR/SHAKEN be Delayed?</H2> <UL> <LI>Rollout may be delayed due to challenges associated with testing and implementing the technical elements associated with the program. We expect this service to be fully implemented in the coming months.</LI> </UL> </DIV> </DIV> <!-- End of content box --><BR /><!-- Start of related articles box --> <DIV class="lia-quilt-row lia-border-box tkb-related-articles-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--300399179">Related readings</H2> <BR /><!-- Related articles list--> <UL class="related-article"> <LI><A href="https://support.shaw.ca/t5/billing-account-articles/how-to-protect-against-spam-and-unsolicited-calls/ta-p/20405" target="_self">How To: Protect Against Spam and Unsolicited Calls</A></LI> <LI><A href="https://support.shaw.ca/t5/home-phone-articles/how-to-use-spam-call-blocking/ta-p/10346" target="_self">How To: Use Spam Call Blocking</A></LI> <LI><A href="https://crtc.gc.ca/eng/archive/2021/2021-123.htm" target="_blank" rel="noopener nofollow noreferrer">Compliance and Enforcement and Telecom Decision CRTC 2021-123</A></LI> </UL> </DIV> </DIV> <!-- End of related articles box --></DIV>

<CENTER><IFRAME src="https://www.youtube.com/embed/X-dX9Kkgaj4" width="560" height="315" frameborder="0" allowfullscreen="allowfullscreen" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture"></IFRAME></CENTER> <P>&nbsp;</P> <P>As we continue to navigate the ongoing COVID-19 situation, we've had to make some adjustments to the way we run our business, to protect your family and ours, while keeping you connected at home. The health and safety of our employees and customers is so important to us, so we are providing safe, easy, contactless<SPAN>&nbsp;</SPAN>technician support when you need it.</P> <P>Connectivity is essential right now and our team is working hard to make sure that you have the information you need at your fingertips. Try searching for quick Shaw Help support on this site – most trouble can be resolved with easy steps that you can do yourself. You’ve got this!</P> <P>If you need a little more support from our technical experts you can connect with us anytime by clicking the blue chat bubble on this page, visiting <A href="http://shaw.ca/chat" target="_blank" rel="noopener nofollow noreferrer">shaw.ca/chat</A>, or by using the My Shaw app. We will do our best to support you by chat or phone, but if we need to send a technician to your home here is what you can expect.</P> <UL> <LI>Our tech will not ring your doorbell or knock on your door, so that we can all maintain a safe distance. Instead our tech will give you a call to let you know that they are on-site.</LI> <LI>Any work that may be needed outside of your home will be completed first. This might include leaving equipment on your doorstep.</LI> <LI>Once the outside work is completed, our tech will call you again and walk you through any inside work that may need to be completed. If you need any supplies like splitters or coax cable, the tech will leave these on your doorstep for you to bring inside.</LI> </UL> <P>Our techs have awesome virtual tools at their fingertips to give your family the support you need and make sure that we get you connected quickly.&nbsp; We know how important that is to you and your family, especially today.</P> <P>&nbsp;</P> <H3 style="color: #000; margin-bottom: 15px;" id="toc-hId-1154352561">Related Articles</H3> <UL class="related-articles-list"> <LI><A href="https://support.shaw.ca/t5/service-updates-outages/statement-from-shaw-communications-regarding-covid-19/ta-p/15961" target="_self" data-orig-content="Link 3">Statement from Shaw Communications regarding COVID-19</A></LI> </UL>

<DIV id="article-top" class="tkb-custom-template"><!-- Start of overview box --> <DIV class="lia-quilt-row lia-border-box tkb-overview-box"> <DIV class="lia-quilt-column lia-quilt-column-08 tkb-toc"><!-- auto-generated ToC --></DIV> <DIV class="lia-quilt-column lia-quilt-column-16 tkb-overview"> <P>As the implications of COVID-19 continue to evolve, we want to assure you that the health and safety of our employees and our customers is our number one priority.</P> <P>Like many other companies in Canada and around the world, we’re monitoring the situation very closely and have contingency plans in place to manage our business, and therefore our customers’ services, should the situation escalate. We will post to our Support page with any updates. Please check back here regularly for more information.</P> </DIV> </DIV> <!-- End of overview box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1333165016" id="toc-hId--1333188048">Putting people first</H2> <P><SPAN>As a precautionary measure, we’ve asked all Shaw employees to stay home if they are feeling unwell for any reason. We’ve increased cleaning and disinfecting protocols in all our offices and retail locations to keep workplaces as clean and sanitary as possible for employees and customers. We have also implemented business travel restrictions and 14-day self-isolation for employees who have returned from a personal trip to one of the impacted countries.</SPAN></P> </DIV> </DIV> <!-- End of content box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1333165016" id="toc-hId--445684367">Working with customers</H2> <P><SPAN>We encourage any customer to proactively <A href="http://www.shaw.ca/contact-us" target="_self" rel="nofollow noopener noreferrer">contact us</A> if they need to make adjustments to their service in order to address their changing financial or connectivity needs due to COVID-19.</SPAN></P> </DIV> </DIV> <!-- End of content box --><!-- Start of content box --> <!-- End of content box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--1333165016" id="toc-hId-441819314">Order from home</H2> <P><SPAN>If shopping online feels more comfortable and convenient for you, it’s easy to order our products and services from home:</SPAN></P> <UL> <LI><A href="https://www.shaw.ca/internet/plans" target="_self" rel="nofollow noopener noreferrer"><SPAN>Shop Internet plans</SPAN></A></LI> <LI><A href="https://www.shawmobile.ca/en-CA" target="_self" rel="nofollow noopener noreferrer"><SPAN>Shop Mobile plans</SPAN></A></LI> <LI><A href="https://www.shaw.ca/tv/plans" target="_self" rel="nofollow noopener noreferrer"><SPAN>Shop TV plans</SPAN></A></LI> </UL> </DIV> </DIV> <!-- End of content box --><!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId--445661335" id="toc-hId-1329322995">Retail locations</H2> <P><SPAN>Visit&nbsp;</SPAN><A class="sc-gGBfsJ ezSIMS" title="http://shaw.ca/retail/" href="http://shaw.ca/retail/" target="_blank" rel="noopener nofollow noreferrer" data-renderer-mark="true">shaw.ca/retail</A><SPAN>&nbsp;for store details and to stay up to date on location hours and availability as measures in your area change.</SPAN></P> <P><SPAN>We are still available every day to serve customers<A href="https://www.shaw.ca/contact-us/" target="_self" rel="nofollow noopener noreferrer"> via online chat, Facebook Messenger, Twitter or phone</A>. We can help with your services as you need. In most cases, services can be ordered or upgraded with easy and convenient self-install options that avoid the need for a technician to visit your home and payments can always be made online.</SPAN></P> </DIV> </DIV> <!-- End of content box --> <!-- Start of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-441842346" id="toc-hId--2078140620">Pay your bill online</H2> <P>Need to pay your bill? You can make payments through your bank or My Shaw. As well, you can use our automated phone services to make payments at 1-888-472-2222. See our <A href="https://support.shaw.ca/t5/billing-account-articles/self-serve-payment-options/ta-p/5858" target="_blank">self serve payment options.</A></P> </DIV> </DIV> <!-- End of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-441842346" id="toc-hId--1190636939">No data caps</H2> <P>We do not have data caps on our internet plans. Whether you’re working from home or need to keep the kids entertained, we’re committed to ensuring you have the data you need to continue to live your life.</P> </DIV> </DIV> <!-- End of content box --> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-441842346" id="toc-hId--303133258">Contactless technician support</H2> <P>We've made some adjustments to the way we run our business, to protect your family and ours, while keeping you connected at home. The health and safety of our employees and customers is so important to us, so we are providing safe, easy, contactless technician support when you need it. <A href="https://support.shaw.ca/t5/service-updates-outages/how-do-i-get-help-at-home-from-a-technician/ta-p/16731" target="_self">Learn more</A>.</P> </DIV> </DIV> <DIV class="lia-quilt-row lia-border-box tkb-content-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-441842346" id="toc-hId-584370423">Stepping up for all Canadians</H2> <P>During these unprecedented times, Shaw is helping Canadians get the help they need. Click <A href="https://www.shaw.ca/corporate/community/shaw-helps" target="_self" rel="nofollow noopener noreferrer">here</A> for more information on how Shaw is helping out.</P> </DIV> </DIV> <!-- End of content box --> <BR /><!-- Start of related articles box --> <DIV class="lia-quilt-row lia-border-box tkb-related-articles-box"> <DIV class="lia-quilt-column lia-quilt-column-24"> <H2 id="toc-hId-1471874104">Related readings</H2> <P>&nbsp;</P> <UL class="related-article"> <LI><A href="http://www.shaw.ca/covid-19" target="_blank" rel="noopener nofollow noreferrer">Shaw's COVID-19 hub</A></LI> <LI><A href="https://support.shaw.ca/t5/billing-account-articles/self-serve-payment-options/ta-p/5858?responseId=84--fcDkqbUMeRTGMKw4KxZgzt3eIL2eSWfY" target="_self" data-orig-content="Link 3">Self Serve Payment Options</A></LI> <LI><A href="https://support.shaw.ca/t5/service-updates-outages/covid-19-opening-up-shaw-go-wifi/ta-p/16249" target="_self">COVID-19: Opening up Shaw Go WiFi</A></LI> </UL> </DIV> </DIV> <!-- End of related articles box --></DIV>

<HTML><HEAD></HEAD><BODY><P style="color: #363636; background-color: #ffffff; border: 0px; padding: 0px;"><SPAN style="border: 0px; font-weight: inherit; font-size: 12pt; padding: 0px;">Welcome to the Shaw ThinkTank Frequently Asked Questions. With the end goal to better serve our customers, Shaw ThinkTank is a means of better understanding the needs of our customers.</SPAN></P><P></P><P></P><TABLE style="border: 1px solid #c6c6c6; border-width: 1px; border-color: #dedede;" width="99%"><THEAD style="border: 0px;"><TR style="background-color: #efefef; height: 38px;"><TH style="background-color: #0082bb; height: 38px; padding: 10px; vertical-align: middle;"><H6 style="font-weight: normal;" id="toc-hId--968818786"><SPAN style="color: #ffffff; font-size: 22px; font-family: helvetica, arial, sans-serif; padding-left: 5px;"><A name="GatewayVideo"></A>Shaw ThinkTank Frequently Asked Questions</SPAN><IMG __jive_id="163772" src="https://support.shaw.ca/legacyfs/online/163772_gauge_easy_c.png" style="float: right; padding-right: 10px; vertical-align: middle; max-width: 40px;" /></H6></TH></TR></THEAD><TBODY><TR style="background-color: #efefef; height: 122px;"><TD colspan="2" style="background-color: #ffffff; height: 122px; padding: 20px; vertical-align: top;"><P style="border: 0px;"><SPAN style="border: 0px; font-weight: inherit; font-size: 12pt;">Review our FAQs to learn more about ShawThinkTank. <BR /></SPAN></P><P style="border: 0px;"></P><P style="border: 0px;"><SPAN style="border: 0px; font-weight: inherit; font-size: 12pt;"><STRONG>What is Shaw ThinkTank?</STRONG><BR />Shaw ThinkTank is our new insight community, that includes our current customers. Members of Shaw ThinkTank (Shaw ThinkTankers) can provide their thoughts, opinions, and experiences on a variety of topics on a continual basis.<BR /><BR /><STRONG>What is the purpose of Shaw ThinkTank?</STRONG><BR />To ensure our customers are at the center of our business and the decisions we make.<BR /><BR /><STRONG>How many people are in Shaw ThinkTank?</STRONG><BR />Up to 15,000 members.&nbsp; Currently, we are still recruiting.<BR /><BR /><STRONG>Who can participate?</STRONG><BR />Anyone who is a Shaw residential customer.&nbsp; Currently, it’s on an invite-only basis.<BR /><BR /><STRONG>If I decide to participate, what am I expected to do?</STRONG><BR />Participate in various activities that ask for your feedback on a variety of topics.&nbsp; We ask that you provide your honest feedback, good or bad.<BR /><BR /><STRONG>What types of activities will Shaw ThinkTankers be asked to do?</STRONG><BR />They will be asked to participate in different activities related to product development, branding, concept testing, customer service, user experience, value perception and more.<BR /><BR /><STRONG>How are activities sent out from Shaw ThinkTank?</STRONG><BR />Emails will be sent to the customers’ email.&nbsp; It will be sent from <A href="mailto:support@shawthinktank.com" rel="nofollow noopener noreferrer">support@shawthinktank.com</A>.<BR />&nbsp;<BR /><STRONG>How often will Shaw ThinkTankers be asked to participate in activities?</STRONG><BR />On average, 2 activities per month will go out, but it’s up to the members if they want to participate or not.<BR /><BR /><STRONG>How will my feedback be used?</STRONG><BR />Your feedback will be analyzed collectively with all the feedback from other members to inform on current state and future business decisions.<BR /><BR /><STRONG>Are there any incentives for participating?</STRONG><BR />Yes, for every activity that they’ve chosen to participate in, they will get one entry into the monthly draw for 1 of the 3 chances to win a $250 cash prize.<BR /><BR /><SPAN style="font-size: 22px;"><STRONG>Sign Up Process</STRONG></SPAN><BR /></SPAN></P><P style="border: 0px;"></P><P style="border: 0px;"><SPAN style="border: 0px; font-weight: inherit; font-size: 12pt;"><STRONG>How do I sign up?</STRONG><BR />Click on the link found in the original email invitation.<BR /><BR /><STRONG>Why am I being asked my ethnicity in order to sign up?</STRONG><BR />We want to better understand our customers with different cultural backgrounds and how their needs for products and services may differ, and how we can better serve them.</SPAN></P></TD></TR></TBODY></TABLE><P style="text-align: right;"><A href="#top" rel="nofollow noopener noreferrer">Back to Top</A></P><P style="text-align: right;"></P><P style="text-align: right;"></P><P></P><CENTER><P><SPAN style="font-size: 15px;"> <STRONG>Still have questions? </STRONG><STRONG>Chat with us on social media. </STRONG></SPAN></P><P><SPAN style="font-size: 15px;">It's fast, easy and convenient, and it's totally a new way to connect with us.</SPAN></P><SPAN style="font-size: 22px;"><A href="https://fb.com/msg/shaw" rel="nofollow noopener noreferrer"><IMG __jive_id="163773" alt="Facebook Messenger" class="image-3 jive-image j-img-original" src="https://support.shaw.ca/legacyfs/online/163773_facebookm.png" style="height: auto;" /></A>&nbsp; &nbsp; &nbsp; &nbsp;<A href="http://bit.ly/2sjhABa" rel="nofollow noopener noreferrer"><IMG __jive_id="163774" alt="Twitter Help" class="image-4 jive-image j-img-original" src="https://support.shaw.ca/legacyfs/online/163774_Twitter.png" style="height: auto;" /></A></SPAN></CENTER><CENTER></CENTER><CENTER></CENTER><CENTER></CENTER><CENTER></CENTER></BODY></HTML>