Rogers is committed to ensuring all our customers have the resources they need to get the most out of their services and products. These videos feature an American Sign Language interpreter who will walk you through various video tutorials.
If you need additional help, please contact Customer Support.
Choose a page to view
Hearing support and tools
Learn how to install, navigate, and enjoy your services with tools for customers who are deaf or hard of hearing.
ASL Support Videos
Digital box reset
Resetting your Rogers digital cable box: Digital Box Reset Video
IP Relay
You can make and receive phone calls using IP Relay. This text-to-voice service allows you to text during a call using your computer or mobile and a relay operator will read your message to your caller. All calls will be strictly confidential.
Please contact Customer Support to activate your IP relay service. After activation, you can use the service at https://iprelay.shaw.ca
Our IP Relay app is now live. Download for free on the App Store
App Store link: https://itunes.apple.com/ca/app/shaw-ip-relay/id1411486003
Television
AMI-tv
AMI-tv is part of Rogers' programming, available to subscribers of Digital TV or HDTV. The national English-language satellite-to-cable network features 24-hour programming with described video, offering blind and partially sighted viewers access to high-quality news, information, drama, entertainment and other AMI original programming. Find a full list of channels here.
Closed captioning on Ignite TV
Closed-captioning text on TV programs is an excellent tool for deaf and hard-of-hearing viewers to enjoy Rogers television programming.
How to manually set up Closed Captioning on Ignite TV
- Press the Shaw button on your remote
- Use the right arrow or left arrow button to select Settings (the gear icon)
- Press OK on the remote
- Scroll down to Accessibility Settings and press OK
- From Accessibility Settings, use the arrow buttons to navigate to Closed Captioning
- Press OK to toggle Closed Captioning On or Off.
- If turning on, visit Closed Captioning Options to select your preferred settings (font size, colour, formatting)
You can also set up a shortcut on your remote control to get to the accessibility settings even quicker. Closed Captioning is at the top of that list.
If you have the Large Button Voice remote you can program the yellow button.
If you have an Ignite Voice Remote you can get there by using the B button.
Digital box reset
- Press and hold the Mic button on the Voice Remote.
- Say, "Captions," or "Turn on closed captioning."
- Release the Mic button.
- Subtitles, if available, will appear on any program you watch until you turn closed captioning off.
Digital box reset
- While tuned to the program, press the OK button on the Voice Remote.
- Press the left-arrow button.
- Select the "CC" icon on the screen.
- Subtitles will appear for the duration of the program.
You can also visit the page to learn how to customize the appearance of your closed captioning.
Rogers’ HD Boxes and HDPVRs provide closed caption decoding for all channels, including those in high-definition. See instructions for how to set up CC here.
Closed Captioning on Digital TV
How to turn on closed captioning on Digital TV:
If you have a High Definition set-top box: Use the Info and Settings buttons on your Rogers remote to activate closed captioning or to customize its appearance (i.e. font size and on-screen placement).
If you have a Standard Definition set-top box: Closed captioning needs to be turned on via your TV, not your set-top box. This can be done via your TV’s settings menu.
Need to disable your Closed Captioning? See instructions here.
Internet
Manage your Ignite Internet
Take care of internet-related business from the comfort of your computer, instead of calling for assistance. My Shaw allows you to change your email password if you forget it, create a new email address or update your email settings and subscriptions.
Rogers support
Visit support to get assistance setting up, modifying and repairing common connection issues for your Shaw Internet and email.
Home Phone
Call Display
See who's calling before you pick up the phone. Your caller ID-equipped phone or caller ID unit will display the incoming caller's name and telephone number, if available. This feature is included with all our Shaw Phone plans.
Voicemail to Email
It might be easier to hear your messages on your computer instead of over the phone. You can forward your Voicemail messages to your email account, ensuring you can stop and rewind the message at your leisure. It's also an easy way to save messages for future reference. This feature is included with your Voicemail.
Call Forward
Send your phone calls to a friend or family member to pick up. Call forward is included with Shaw Home Phone plans and can be activated using these steps:
1. Activate this feature by dialing *72.
2. When you hear the dial tone, enter the 10-digit number you’d like your calls forwarded to.
Distinctive Ring
Our Distinctive Ring lets you know the call is for you. Give out three different phone numbers that go to one line, so you'll know who's calling and why. Distinctive Ring can be added to any Shaw Home Phone plan for $4.00 per month.
Message Relay Service (711)
Message Relay Service, or 711, allows you to talk on the telephone via a teletypewriter (TTY). A specialized operator acts as an intermediary for the two parties. Message Relay Service is included with all our Home Phone plans.
IP Relay
Use IP relay to make and receive phone calls using IP relay. This text-to-voice service allows you to text during a call using your computer or mobile and a relay operator will read your message to your caller. All calls will be strictly confidential.
Please contact Customer Support to activate your IP relay service. After activation, you can use the service at https://iprelay.shaw.ca
Our IP Relay app is now live. Download for free on the App Store.
App Store link: https://itunes.apple.com/ca/app/shaw-ip-relay/id1411486003
Mobile Trial
Extended trial period
People with disabilities may require additional time to familiarize themselves with and integrate a new mobile device into existing and/or possibly new assistive technology and software. We provide a 30-calendar-day trial period during which customers who self-identify as having a disability can cancel their contract without penalty. Mobile devices provided by Rogers Mobile that are in like-new condition, and which include the original packaging and receipt, may be returned to the original purchase location.
Customer Service
Customer Chat
Customer Service Representatives and Technical Support Representatives are available to assist you via an online chat program.
Connect on Live Messaging for real-time text/keyboard communication that is available to all our customers.
Follow us on Twitter, @ShawInfo, for service announcements and for quick answers to any questions. Updates are available Monday to Friday between 9 a.m. and 5 p.m. Pacific.
Teletypewriter Phone Service
Teletypewriter, or TTY, can communicate directly with our Customer Care representatives through Relay Service operators of their choice.
Billing
We provide alternative formats for monthly billing. You can receive your bill in Braille, large-print hard-copy or enlarged soft-copy format. Please Contact Us to request an alternate billing format.
Text with 9-1-1
ext with 9-1-1 (T9-1-1) allows deaf, deafened, hard of hearing or speech impaired (DHHSI) persons to communicate with 9-1-1 call centres using wireless-based text messaging. The T9-1-1 service must be activated in an area before with 9-1-1 centre upgrades, before it can be accessed so DHHSI persons should visit www.TextWith911.ca for more information about the initiative and to find out when the T9-1-1 service becomes available in their municipality or region.
A DHHSI person wanting the ability to use the service must register for it with their wireless service provider. Fill out the registration form and return to Rogers Mobile.
When a DHHSI person requires 9-1-1 services, they must first dial 911 on their cell phone. There is no need for them to speak as the 9-1-1 Call Taker will receive an indicator that tells them to communicate with the caller via text messaging. The 9-1-1 Call Taker then initiates text messaging with the caller to address the emergency. The initial call to 9-1-1 (without speaking) is required to initiate the T9-1-1 session as it establishes direct contact with the 9-1-1 Call Centre, provides the 9-1-1 Call Taker with the caller’s telephone number and the approximate location of the cell phone along with establishing a voice channel that enables the 9-1-1 Call Taker to hear any background noises that can be very helpful to assess the emergency and to provide enhanced 9-1-1 functions.
T9-1-1 is not available for everyone. Voice calling remains the best and most effective way to communicate with 9-1-1 services for a person that is not deaf, hard of hearing or with speech impairment. During an emergency, time is of the essence and speaking enables faster communication than texting, and there is a chance text messaging could be delayed.
The T9-1-1 service is free; however, an active wireless subscription and a compatible handset are required. The wireless user account (prepaid or postpaid) that you maintain with Shaw Mobile must always be in good standing in order to remain eligible to use the T9-1-1 service. User activities that result in a lapsed subscription or unsubscribing from Shaw Mobile will result in your loss of eligibility to use the T9-1-1 service.
