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Hearing Accessibility

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Shaw's hearing support and tools

Learn how to install, navigate, and enjoy your Shaw services with ASL support videos and tools for customers who are deaf or hard of hearing.

ASL Support Videos

Shaw is committed to ensuring all our customers have the resources they need to get the most out of their Shaw 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.

Modem Self Install

Self-installing your Shaw home modem: Modem Self Install Video

Digital Box Reset

Resetting your Shaw digital cable box: Digital Box Reset Video

Shaw Bill Explained

Understanding your Shaw bill: Your Shaw Bill Explained Video
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IP Relay

As a Shaw customer, 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


The Shaw IP Relay app is now live. Download for free on the App Store or Google Play.
App Store link: https://itunes.apple.com/ca/app/shaw-ip-relay/id1411486003
Play link: https://play.google.com/store/apps/details?id=com.iprelay&hl=en

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Television

The Accessible Channel

The Accessible Channel, or TACtv, is part of Shaw's programming, available to subscribers of Digital TV or HDTV. The national English-language satellite-to-cable network has described video and captioned programming 24 hours a day, offering deaf and hard-of-hearing viewers access to high-quality news, information, drama, entertainment and other programming.

Closed Captioning

Closed-captioning text on TV programs is an excellent tool for deaf and hard-of-hearing viewers to enjoy Shaw Television programming.

  • Shaw's closed-captioning capabilities provide visual text of a program's audio as it is heard. Broadcasters provide closed captioning in most of their programming.
  • You can turn captions on or off with your TV's remote. Check your manufacturer's website or TV User Guide for step-by-step instructions on how to set it up.
  • Shaw's HD Boxes and HDPVRs provide closed caption decoding for all channels, including those in high-definition. Use Power/Menu to access User Settings to turn captioning on and off.
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Internet

Manage your Shaw 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.

Shaw Support

Visit Shaw Support to get assistance setting up, modifying and repairing common connection issues for your Shaw Internet and email.
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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

As a Shaw customer, 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


The Shaw IP Relay app is now live. Download for free on the App Store or Google Play.
App Store link: https://itunes.apple.com/ca/app/shaw-ip-relay/id1411486003
Play link: https://play.google.com/store/apps/details?id=com.iprelay&hl=en

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Shaw Customer Service

Customer Chat

Shaw Customer Service Representatives and Technical Support Representatives are available to assist you via an online chat program.


allows real-time text/keyboard communication and is available to all our customers from 8 a.m. to 10 p.m. Mountain, seven days a week.

Twitter

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 Shaw Customer Care representatives through Relay Service operators of their choice.

Billing

Shaw provides 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.
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Text with 9-1-1

Text 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 Shaw 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.

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Text with 9-1-1 Compatible Devices

Alcatel

  • One Touch m'Pop
  • One Touch OT-990
  • Alcatel PIXI 4
  • Go Flip
  • 3V

Apple

  • iPhone 6S and later
  • iPhone X
  • iPhone 8 Plus
  • iPhone 8
  • iPhone 7 Plus
  • iPhone 7
  • iPhone 6S Plus
  • iPhone 6S
  • iPhone XS
  • iPhone XS Max
  • iPhone XR
  • iPhone 11 Pro
  • iPhone 11 Pro Max
  • iPhone 11

Blackberry

  • Pearl 9100
  • Curve 9300
  • Curve 9320
  • Bold 9700
  • Bold 9780
  • Bold 9900
  • Curve 9360
  • Bold 9790
  • Torch 9810
  • Q5
  • Q10
  • Z10
  • Classic
  • Passport
  • Leap
  • PRIV
  • Q20
  • DTEK50

Google

  • Pixel 2
  • Pixel 2 XL
  • Pixel 3
  • Pixel 3 XL
  • Pixel 4
  • Pixel 4 XL

Haier

  • Z219

HTC

  • Desire 530
  • Amaze
  • ONE S
  • ONE
  • M7
  • M8
  • M9
  • Desire 626S
  • Amaze 4G

Huawei

  • Ascend Mate
  • Ascend P1
  • Ascend D1
  • Ascend P6
  • Y215
  • G312
  • G7
  • Mate 1
  • U8651
  • U8350
  • Nexus 6P
  • GR5W
  • Ascend Mate 2
  • Y635
  • Mate 20 Pro
  • P30 lite

LG

  • Nexus 5
  • G2
  • Nexus 4
  • P999
  • L9
  • G4
  • G Stylo
  • Nexus 5X
  • F4NR
  • G Pad IV 8.0
  • G5
  • G6
  • Q6
  • K4
  • Stylo II Plus
  • Stylo III Shiny Titan
  • Stylo III Plus
  • V20
  • V30
  • X Power
  • X Power 2
  • Stylo 3 Plus
  • G7
  • G8
  • G8x Thin Q Dual Screen

Motorola

  • RAZR V
  • Moto G 1st
  • Moto G 2nd
  • Moto G 3rd
  • Moto E 1st
  • Moto E 2nd
  • Moto X 2nd
  • Moto G Play
  • Moto G Plus
  • Moto X
  • Nexus 6
  • Moto X Play
  • Moto E4
  • Moto Z 2 Play
  • G7 Power
  • E6
  • One Action
  • XT720

Samsung

  • Galaxy S3
  • Galaxy S4
  • Galaxy S5
  • Galaxy S6
  • Galaxy S6 Edge
  • Galaxy S6 Edge Plus
  • Galaxy Note 2
  • Galaxy Note 3
  • Galaxy Note 4
  • Galaxy Note 5
  • Galaxy Note 8
  • Galaxy Note 9
  • Galaxy Ace 2 e
  • Galaxy Grand Prime
  • Galaxy S7
  • Galaxy S7 Edge
  • Galaxy A5
  • Galaxy A8
  • Galaxy Core
  • GS5 Neo
  • J1
  • J3 Grey
  • Galaxy S8
  • Galaxy S8 Plus
  • XCover 4
  • Galaxy S9
  • Galaxy S9+
  • Galaxy S10e
  • Galaxy S10
  • Galaxy S10+
  • A50
  • A70
  • Galaxy Note 10+
  • A10e
  • Galaxy S20 5G
  • Galaxy S20+ 5G
  • Galaxy S20 Ultra 5G
  • Galaxy Z Flip
  • Galaxy A51
  • Galaxy A71

Sony

  • Xperia ZL
  • Xperia Ion
  • Xperia L
  • Xperia M
  • Xperia Z3
  • Xperia E3
  • Xperia M4 Aqua
  • Xperia C5 Ultra
  • Xperia X
  • Xperia XA
  • Xperia XA Ultra
  • Xperia C5 Ultra
  • Xperia XA1
  • Xperia XA1 Ultra
  • Xperia XZ

ZTE

  • Z557

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