Due to COVID-19, Shaw contact centres are currently experiencing high call volumes for both phone and chat. Learn more
As COVID-19 impacts Canada, we're committed to keeping our customers connected. Learn more
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COVID-19:
Shaw's response

We’re committed to keeping our network strong so you can stay connected to your family, your community and the world.

Updates

Stay up-to-date on your Shaw services

As we watch the COVID-19 situation closely, the health and safety of our employees and customers are our number one priorities. Please follow this page for our latest updates.

We're experiencing higher than
normal call volumes

As we transition our agents to work from home, you may experience long wait times when trying to reach us by phone or chat. While you wait, you can always visit My Shaw or Support to find the answers you need.

Protecting our community

In order to ensure the health and safety of our employees and customers, technicians will no longer enter the homes of customers. If you require assistance, a new safe and easy virtual support process will get you connected quickly – A technician will call you when they arrive and walk you through any work that needs to be completed.

Network & services

A strong connection

Recent upgrades to our network ensures we can handle any additional increase in usage without compromising the quality of your service. This is what it means to have a

strong network on your side.

Retail locations

While all retail locations are temporarily closed, we’re still here for you. If you’re looking to return equipment you can now do that with Canada Post.

Pay online

Despite our stores being closed, you can make payments through your bank or My Shaw. As well, you can call 1-888-472-2222 to make a payment.

No hard data caps

Our Internet plans do not have hard data caps. Whether working from home or keeping the kids entertained, you can be sure you’ll get the data you need to continue to live your life.

Working with customers

COVID-19 may lead to unexpected financial challenges. If you need adjust your services or have concerns about paying your bill, we can help you find a solution that fits your needs.

Shaw Go WiFi for all

Everyone can now access over 100,000 Shaw Go WiFi hotspots without needing to be a Shaw customer. Just connect to the Shaw Go WiFi network on your device.

Informed and entertained

Since you’re spending more time indoors, all Shaw Cable and Shaw Direct customers get free access to channels like CBC News Network, CTV News Channel, Treehouse and Disney Jr.

#SHAWHELPS

We’re all in this together

We’re doing our small part in supporting families and communities across Canada during this crisis.

Food support

We’re donating $1 million to Community Food Centres Canada (CFCC) to help provide food security and empowerment to those most in need.

Financial support

For the next two months, families part of the Connecting Families initiative will automatically be given two months credit on us.

Education & wellness support

While schools are closed, we’ve partnered with EverFi to make it easier to help you continue your children’s education at home.

People first

We’re prioritizing the health and safety of the 10,000 dedicated professionals at Shaw who ensure you have uninterrupted service at all times.

Service Rate Adjustment

As a Shaw customer, you may have received notification of an upcoming service rate adjustment for Internet, Home Phone and select TV add-on services effective June 1. We want to inform you that we have made the decision to postpone the previously announced residential service rate adjustment.

COVID-19
and keeping you
connected

Updated: March 23, 2020 4:00pm MT


To our Valued Shaw Customers,


We are watching the COVID-19 situation closely as the health and safety of our employees and customers are our number one priorities. The crisis posed by the threatened spread of the virus has also revealed how much we all rely on our connectivity – whether to stay connected to our workplace, get in touch with friends and family, or to keep our families informed and entertained.


As an organization, our mission is to fuel your connected life, and our team of 10,000 dedicated professionals work tirelessly to manage our network and ensure you have uninterrupted service at all times.


Thanks to recent investments in our FibrePlus Network, Shaw now leads all North American cable operators in broadband capacity. As a result, we are confident we are in an excellent position to manage network usage increases, especially within our major markets where we expect the largest increases to occur.


Keeping You Connected


To support Canadians at this time we’ve opened up Shaw Go WiFi, Canada’s largest WiFi network, to everyone. Shaw customer or not, we know that, especially in times like this, it is important to stay connected. We also do not have data caps on our internet plans so that whether you need to work from home or connect with loved ones, you can do so without restrictions.


All Shaw Cable and Shaw Direct customers have been given access to a number of channels for free during this period to help keep them informed and their family entertained. To ensure our customers have reliable and up to the minute information we’ve included CBC News Channel, CTV News Channel, CP24, LCN and RDI (subject to availability). For kids at home we have also included Family, Family JR, CHRGD and Treehouse TV. A complete list can be found here.


Continuing To Serve You


Shaw Communications has a robust business continuity plan that we are following and adjusting in real time as the situation evolves to make sure we are able to serve you. We are being cautious to ensure we are keeping our people, our customers and our communities safe. These measures include:

  • Asking Shaw employees who are feeling unwell, suspect they’ve been exposed to the COVID-19 virus or have recently traveled outside of Canada for more than 24 hours to self-isolate for 14 days and follow appropriate directions from their healthcare provider.

  • Working to help our employees who live in areas where they may need accommodations due to recently announced schools closures.

  • Implementing increased cleaning and disinfecting protocols at all our offices and in all our retail locations.

  • All technicians and front-line agents are also equipped with updated sanitization and safety products.

  • Following the guidance of major public health organizations, including The Public Health Agency of Canada, local health authorities, and the World Health Organization, and will continue to do so as the situation unfolds.


Our retail locations are closed until further notice, more information is available here. For customers who need support, we encourage you to take advantage of the other service platforms available, such as the MyShaw App, online chat, Facebook Messenger, Twitter or phone. We are here and available to help with your services as you need. In most cases services can be ordered or upgraded with easy and convenient self-install options that avoids the need for a technician to visit your home and payments can always be made online.


We continue to monitor the COVID-19 situation closely and we know that the threat posed by the spread of the virus will result in some Shaw customers facing unexpected financial challenges. We also know that particularly in times like these, we rely on being connected – to our family, our friends, or our workplace - or keeping our families informed and entertained. If you are having any concerns about paying your monthly Shaw internet bill due to hardship resulting from the COVID-19 situation, we will work with you to find a flexible payment arrangement that considers your financial and connectivity needs.


We understand how important staying connected is to your daily life, and we want you to know we’re here and committed to supporting you anyway we can. Thank you for your business and thank you for choosing Shaw.

Working with customers

We continue to monitor the COVID-19 situation closely and we know that the threat posed by COVID-19 will result in some Shaw customers facing unexpected financial challenges. We also know that particularly in times like these, we rely on being connected – whether to stay connected to our family and friends, our workplace, or to keep our families informed and entertained. If you are having any concerns paying your monthly Shaw Internet bill due to hardship resulting from the COVID-19 situation, we will work with you to find a flexible payment arrangement that considers your financial and connectivity needs.


Keeping you connected is our top priority and we encourage you to contact us via chat or by phone at 1-844-330-7429 to discuss your options.