i want to know what channels i get
Which TV package do you have?
Were you able to get the information you were looking for? You can find a complete channel list on our website here. Of course, this won't tell you specifically what channels you are subscribed to. You will be able to find the name of your packages and any additional subscription channels you have added on your monthly invoice. Or, if it's easier, I'd be happy to send you a direct message and check your package.
I agree that it's confusing... especially when it comes to the free preview channels. I noticed that there was a free preview for Rewind TV on the main page, but darned if I can find that channel. I'm in Victoria and don't think I actually get the channel. If there is a "free preview" then the notice should also list what channel it's on (or channels/area if applicable).
I often don't notice extra channels I'm getting until suddenly I find them by accident... and then they disappear.
Rewind in Victoria should be 106,
Here is the complete list of channels, but it won't tell you which ones you're subscibed to...
... at the time I tried channel 106, but for some reason didn't get it... which is why I thought it might be applicable to Vancouver, but maybe Victoria didn't get that channel. Again, it's not very straight forward.
You can find Rewind on channel 90 in Victoria. Currently Rewind is not on a free preview, but it is available as a Pick and Pay channel which you can add for $2.95 to any TV package.
Shaw support agents used to be able to generate a custom "MyChannels" list, showing exactly (and ONLY) the channels you subscribe to. I received such a list from Shaw as recently as Oct 2012, when I was helping a relative switch program packages. It was very convenient, and very clear - much easier than wading through the PDF listings available on Shaw website showing ALL available channels and packages
but earlier this month I contacted Shaw support again, this time to clarify what channels I have on my own account before switching packages. I had some old legacy/grandfathered plans that were not easy to look up on the current lists on the website. This time I was told that CS agents no longer have the ability to generate such a useful custom list. So I was forced to manually check the new 3 page long PDF list line by line to compare what my current subscription contained vs the new packages available
I don't understand why Shaw doesn't either
a) give CS agents ability to give a customer such a custom list, showing exactly and only what channels they pay for, or
b) give customers the ability via the website to generate such a list
if any computer science student had access to Shaw's databases, I'm sure they could whip up such a useful tool in no time at all. Shaw likes to boast about great customer service - why can't they provide this very simple and useful info to paying customers?
That would be extremely useful in Online Customer Care...
We definitely do have the ability to send you a cusomized channel listing that shows only the channels you currently subscribe to. My apologies if you were told that this was not available. If you would still like to receive one, please let me know and I can email you one right away!
thanks very much for your reply and offer to send me a customized list. Unfortunately it's actually too late to satisfy my original purpose. When I called earlier this month I was trying to confirm what channels I already had in my old no-longer-available package (Digital Classic + HD Plus) compared to the new package, Personal TV + Best of HD. At the time, the Shaw agent insisted it's not possible to generate a custom list of my existing channels, even though I kept telling her I recently got one for my uncle. VERY dissapointed to now hear these lists are available! it would have saved me a LOT of time manually checking my old channels against the list you have on the website only showing current packages. In the end I did decide to switch to PTV+BofHD
may I make a suggestion that Shaw either train all CS agents how to provide this kind of list, or even better, make a simple tool available online to let customers do so?
It's such important and very useful information to help customers decide on your programming packages, it really needs to be clearly and easily available. Is there some place, or some way you can add this as an "official" suggestion on how Shaw can improve customer service? thanks again for your attention
Thank you for this suggestion, and I do apologize again that you could not get this personalized list when you needed it. All of our customer service representatives should be able to provide a personalized channel list on request. I will be making the suggestion to our leadership team that our representatives get a refresher in how to do this, since the customer service representative you spoke to was obviously not aware. Thanks again!
thanks again jeff for the reply, and for offering to bring the suggestion to your leadership team. I appreciate Shaw has employees in these forums listening to customers.
it's not clear if you were also going to do so, but please also suggest to them the idea to allow customers to generate this kind of list online themselves. maybe it's harder to implement quickly, but it would be SO useful to customers.
just as an aside... I have cellphone service with Koodo - customers have online self-serve access, we can easily see ALL the features and options on our account, how much we're paying for them, what other features and plans are available to us at extra cost, etc. We can easily and quickly change or add features or plans on our account online. No need to wait on-hold to phone a CS agent
this is the kind of customer service Shaw should be thinking of adding, to help their customers. I know it may not be trivial to implement full self-serve, but isn't Shaw always aiming to out-do Telus in customer service ? just a friendly suggestion, and sincere hope we can do that kind of thing one day with Shaw. Customers generating their own list of channels subscribed-to would be a great start!
Hi again bcb,
Great points. I can tell you that we are developing more customer self-serve options at this time. When these self-serve options do become available, they will be accessible through the same Customer Centre you are likely already using for some self-serve options. Thanks for your feedback!
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