Last updated: November 17, 2004
We are committed to providing access to all users. Although we continue to test and modify our site for accessibility, there may be some legacy pages that are not fully compliant with our standards. If you have problems accessing this website, please email our Support staff.
Most Web browsers offer an alternative way of following navigation links by using keyboard access keys. To use an access key when using Windows, hold down the Alt key and press the appropriate access key. For Macintosh users, hold down the Control key and press the appropriate access key. Internet Explorer may require you to use the Enter key to activate the link. To return to the home page, the access key is Alt+1.
All links throughout SHAW.ca use the first letter of the link as its access key. As an example, pressing Alt+A activates the link to the About Us section. If a page has multiple links starting with the same letter, you can move through the available options by holding down the Alt key while pressing the access letter key.
Documents on our website are presented in PDF format. PDF documents are generally accessible to users with screen-reading software.
For individuals with visual disabilities, Adobe provides free software that makes reading PDF files easier. For more information, please visit Adobe.
We Love to Help!
At Shaw, we have more than 10,000 helping hands working to bring exceptional experiences to our customers. We love hearing your great Shaw stories (thanks for those!), but we also want to know if you have a concern, complaint or suggestion for how we can improve. Here's how we make sure your thoughts and concerns are quickly addressed:
Shaw provides you with the following convenient payment alternatives:
The services you subscribe to are payable by the due date indicated on your bill. Payments made after the statement date on your bill will be reflected on your next bill. Amounts owing after the due date are subject to a late payment interest charge calculated on the outstanding amount at 3%* per month (42.6% per year) until paid in full. If your account remains unpaid for 60 days, you agree to pay a fee of $50.00 for services relating to the administration, processing, or service costs for your account (for example, collections efforts due to non-payment or suspension, disconnection or reactivation of your Services). Overdue accounts are subject to termination of the services by Shaw. You agree to pay Shaw $25.00 if your credit card is denied or if your cheque is returned due to non-sufficient funds. Should it become necessary to disconnect a past due account, payment of the full outstanding balance plus a reconnection charge will be required before service is restored, provided Shaw is not under any obligation to restore the services to any person who continues to fail to make timely payment of the amounts due.
*Customers with an existing 2-Year ValuePlan as of August 3, 2023, will continue to see a 2% late payment fee and a $20.00 account processing fee up until their contract expiry date, at which time they will be bound by the above late payment fee structure.
Last updated: March 7, 2014
You understand that Shaw Go WiFi is a feature of Shaw's Internet service and that you must be a current subscriber to a Shaw Internet service in order to use Shaw Go WiFi. As with other Shaw services, you are permitted to use Shaw Go WiFi only for lawful purposes.
You may use Shaw Go WiFi solely for your own lawful personal purposes. You may not in any way distribute, resell or otherwise provide third parties with access to or use of Shaw Go WiFi.
In order to use Shaw Go WiFi, you must have a Wi-Fi capable device that:
a. meets Canadian and other applicable technical standards;
b. is compatible with Shaw Go WiFi;
c. renders web pages in a standard HTML browser application;
d. runs the IP protocol; and
e. is configured to obtain IP addresses automatically.
The Wi-Fi device must be in close enough proximity to Shaw Go WiFi wireless access points to achieve connectivity with the Shaw Go WiFi network. Shaw Go WiFi access location lists and maps may be updated from time-to-time. Actual Shaw Go WiFi coverage, locations and quality may vary.
Shaw will endeavour to provide useful and reliable Shaw Go WiFi services, but you acknowledge that Shaw Go WiFi utilizes public, unlicensed radio-frequency spectrum. As such, Shaw Go WiFi is subject to external interferences, environmental influences, and other factors and variables beyond Shaw's reasonable control. Performance and availability may vary, including but not limited to or affected by,
a. transmission and download speed and accuracy;
b. network congestion;
c. performance, configuration, and functionality of your Wi-Fi devices and wireless cards (including, but not limited to memory, storage and other limitations);
d. physical obstructions and distances between your WiFi device and the Shaw Go WiFi network;
e. availability of electric power;
f. collocation failures;
g. transmission and equipment limitations, failures, maintenance or repair; and
h. user error.
Shaw Go WiFi may also be interrupted, refused, limited or curtailed for these reasons. Shaw is not responsible for data lost or misdirected due to these and other foreseeable and unforeseeable factors. Network speed is an estimate and is no indication of the speed at which your Wi-Fi device or Shaw Go WiFi will operate. Actual network speed and other performance will vary.
In order to maintain acceptable levels of service for all Shaw Go WiFi customers and to improve this service, Shaw reserves the right to monitor use of Shaw Go WiFi and to make such adjustments to the use of such services as necessary to maximize the benefit and enjoyment for all Shaw Go WiFi customers. Additionally, the Shaw Go WiFi service may use automated processes to monitor and scan communications over the Shaw Go WiFi network in order to maintain and provide services, improve your experience, ensure the integrity of your communications, convey messages related to your Shaw Go WiFi account, deliver relevant advertising and for various other purposes related to the provision of Shaw Go WiFi services. By using the Shaw Go WiFi service, you acknowledge and consent to Shaw's automated processing of your communications through the Shaw Go WiFi network, including information such as your IP or MAC address, Shaw Go WiFi ID, device location, HTTP requests and other information related to the provision of this service.
Last updated: November 17, 2004
By accessing the Web site or downloading its content, you agree to be bound by and comply with, without limitation or exception, the terms and conditions of this legal notice (the "Legal Notice"). If you do not agree to these terms and conditions, do not access the Web site or download its content.
Shaw reserves the right to add, modify or delete any information or content in the Legal Notice or on the Web site at any time, without notice. Accordingly, you are encouraged to review this Legal Notice each time that you access the Web site.
All information and content appearing on the Web site is provided for informational purposes only. You may download content appearing on the Web site for lawful personal, non-commercial use only. You are strictly prohibited from distributing, modifying, transmitting, copying, re-posting or otherwise re-using any information or content that appears on the Web site.
All information appearing on the Web site is provided on an "as is" or "as available" basis, without warranty of any kind, either express or implied, including but not limited to, any implied warranties of fitness for a particular purpose, merchantability and non-infringement. Although Shaw intends that all information appearing on the Web site is current and accurate, Shaw makes no warranty as to the accuracy, currency or completeness thereof. Shaw assumes no responsibility for any error or omission that may occur on the Web site.
Any products or services which you purchase from Shaw or its affiliates shall be subject to all terms and conditions related to such purchase provided to you from time to time, including, unless otherwise provided, all terms and conditions set out in this Legal Notice or posted on the Web site and all terms and conditions delivered to you (in any manner or form) in connection with any products or services purchased.
SHAW WILL NOT BE LIABLE TO YOU OR ANY OTHER PERSON FOR ANY LOSSES OR DAMAGES WHATSOEVER, INCLUDING, WITHOUT LIMITATION, SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, ARISING OUT OF OR IN CONNECTION WITH, DIRECTLY OR INDIRECTLY, THE USE OF THIS WEB SITE, ANY INFORMATION OR CONTENT AVAILABLE ON THIS WEB SITE, OR ANY OTHER WEB SITE YOU MAY ACCESS THROUGH THIS WEB SITE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH LOSS OR DAMAGE.
Links available to outside Web sites on the Web site are meant for convenience only. No endorsement of any third party products or services is expressed or implied by any information or content that is included on, or linked to or from, the Web site.
When you access an outside (non-Shaw) Web site, please understand that it is independent of Shaw and Shaw has no control over the content of that Web site. A link to a non-Shaw Web site does not mean that Shaw accepts any responsibility for the content or use of such Web site. It is up to you to take the appropriate precautions to ensure that any website you visit is free of destructive items such as worms or viruses.
The trade-marks, logos and service marks as well as certain words, titles, icons, graphics and designs (collectively, the "Trade-marks") displayed on the Web site are registered and unregistered trade-marks of Shaw, its affiliates and other third parties. Nothing on the Web site should be construed as granting a license or right to use any Trade-mark without the express permission of Shaw or the third party who owns the Trade-mark. Any unauthorized downloading, transmission, or other copying or modification of any Trade-mark is strictly prohibited and may be a violation of provincial, federal or international law or may subject the infringing party to legal action.
All information and content on the Web site is protected by copyright and may not be used or reproduced except in accordance with the terms and conditions of this Legal Notice or with the express consent of the copyright holder. Shaw does not warrant that your use of information or content on the Web site will not infringe the rights of third parties not affiliated with Shaw.
Shaw is not responsible for the content or privacy practices of any other non-Shaw Web site to or from which the Web site may be linked.
IMPORTANT NOTICE: User Commenting and Posting Policy
Please keep your Facebook posts clean, constructive and on topic. Unlawful, disrespectful, slanderous, defamatory, malicious, threatening, profane, obscene, tasteless or pornographic remarks will not be tolerated and will be deleted without notice. Spam, wall graffiti, campaigning and advertising are also strictly prohibited.
While we encourage free speech and debate, harassment and attacks on fellow Facebook fans are unacceptable.
Repeated abusers of this policy will be reported and possibly banned.
You agree that if any of the terms and conditions of this Legal Notice are held invalid or unenforceable, such term or condition shall be considered separate and severable from the balance of the terms and conditions, which shall remain in full force and effect. Shaw's failure to insist upon or enforce strict performance of any provision of this Legal Notice shall not be construed as a waiver of any right on its part.
References to Shaw in this Legal Notice or the Web site include any person controlled by, controlling or under common control with, directly or indirectly, Shaw.
This Legal Notice and the Web site will be governed exclusively by the laws of the Province of Alberta and the laws of Canada applicable therein, without regard to the conflict of laws principles thereof. You consent to the exclusive forum, jurisdiction and venue of the Courts of the Province of Alberta, or any other jurisdiction which Shaw may deem appropriate, for all disputes, proceedings or claims arising out of or in connection with this Web site.
Below is a list of Shaw Tariffs as filed with the Canadian Radio-Television and Telecommunications Commission (CRTC):
CRTC 26300 - Third Party Internet Access (TPIA) Tariff
CRTC 21520 – Competitive Local Exchange Carrier (CLEC) Tariff
The following documents show examples of Shaw’s service agreements:
Customers that have chosen a 2-year ValuePlan will receive a price guarantee on their base services under the agreement.
The monthly fees payable for the price guaranteed base service(s) during the stated promotional term(s) in your 2-year ValuePlan Agreement will not increase during the term as a result of normal rate increases applicable to all Shaw customers.
Price guarantees do not apply to any television add-ons, channels, channel packages, theme packs, rental equipment, phones services, phone add-ons (such as voicemail or call waiting), domestic or international long-distance charges, pay-per-use charges or third-party costs including, but not limited to, levies, surcharges, taxes or other fees required to be paid as a result of the Shaw services provided.
If you have a 2-year ValuePlan agreement with Shaw, please refer to your copy of this agreement for additional terms and conditions.
Any applicable price guarantee will no longer apply should you choose to reduce your level of Internet service below Internet 15.
Pursuant to Telecom Decision CRTC 2003-45, dated June 30, 2003, listed below are all of the locations for which Shaw has an access agreement with the owner of a multi-dwelling unit building for the installation of telecommunications facilities, as well as the terms and conditions of Shaw’s access. The terms and conditions are Shaw’s standard form terms, and the terms of the actual agreement may vary in some respect. For further information please contact our Legal Department at Legalinquiries@sjrb.ca.
For specific MDU contracts, please search by province and then city:
In order to upgrade, expand, repair and maintain our network, we may be required to schedule an event that may impact your service. We define two types of change control events:
1.1. Scheduled Maintenance
Scheduled Maintenance shall mean any maintenance activities planned during a standard Maintenance Window, which will be service impacting, or may pose a threat to the provided service. Customers shall be notified of any Scheduled Maintenance a minimum of 15 business days in advance of the planned activity. In each case we review and organize the technical procedures to minimize the disruption to your service. Our Network Operations Center tracks each event to conclusion.
Shaw Business Standard Maintenance Window
00:01AM-06:00AM local time (Sunday - Preferred)
Our notification will be emailed to the change release contacts provided during the implementation process. Changes to customer contacts should be emailed to firstname.lastname@example.org.
Notification will include impacted circuit identifier, date, time, expected duration, planned activity description and a ticket number. A response is not required, however any inquiries may be made by reply to the email notification or by calling the Shaw Business Network Operations Center at 1-866-244-7475 or email@example.com.
1.2 Emergency Maintenance
On occasion Shaw Business may need to react quickly to address an emergency issue on the network. Emergency Maintenance shall mean any maintenance which cannot be performed during as Scheduled Maintenance. Emergency Maintenance activities may occur outside of Standard Maintenance Windows, without notification, and may be service affecting. Emergency maintenance is undertaken with the intent of minimizing the overall impact to our customers. Our Network Operations Center tracks each event to conclusion.
We understand that our customers may need to make changes to their service.
2.1 Requesting Service Changes
Customers may request changes to an established service by emailing firstname.lastname@example.org.
The request should include:
Scope of work
Assigned security code (mandatory)
The customer is solely responsible for the safekeeping of the security code and Shaw Business will take no responsibility for the abuse thereof, including but not limited to fraud and other forms of misrepresentation. If you have experienced changes in personnel, please inform us immediately at the above email address to initiate the process of changing your security code.
Client Services will acknowledge receipt of requested change within 24 business hours. Each change will be reviewed with technical operations, engineering and your Account Executive. Client Services will then confirm change activity with customer, including completion date and provide change fees, if applicable, for approval prior to proceeding with change.
A Customer approved change will engage the change administration process and be billed according to the change management policy and, if applicable, any additional costs incurred for materials and/or labour.
Regular Business Hours - $100/hr 2 hour minimum
After Hours - $150/hr 4 hour minimum
Inquiries for customer initiated changed should be forwarded to:
Client Services 1-866-244-7474 Option 1
2.2 Customer Maintenance Activities
Customer maintenance activities are important to Shaw Business. We ask that customers provide advance notice of possible service impacting activities. These include but are not limited to, building maintenance activities or customer premise equipment changes. Notice of maintenance activities should be emailed to email@example.com.
The request should include:
Date of activity
Planned activity and duration
This Acceptable Use Policy ("AUP") governs the customer's use of business voice services provided by Shaw Business (the "Service" or "Services") and any devices and/or equipment used to support the Service, including without limitation, any equipment or software used in conjunction with the Service which is loaned to customer from SB for customer's use solely in connection with the Service (collectively, the "Equipment").
SB may amend this AUP from time to time and will update the revision date on the AUP posted on line atwww.shaw.ca/sbsto indicate when changes have been made. All changes will take effect within 30 days of the date of being posted. CUSTOMER'S CONTINUED USE OF THE SERVICE AFTER CHANGES ARE POSTED WILL BE DEEMED ACCEPTANCE OF THE AMENDED AUP.
Customer may only use the Service from customer's equipment located at customer's service location as specified in the applicable service appendix signed by customer and SB. The Services are only to be used for normal business calling purposes such as person to person conversations or voice messages.
Customer is solely responsible for use of the Service provided to it by SB, regardless if such use occurred without the customer's consent or knowledge.
Customer may not use the Service for any applications which exceed the network resources for which customer has contracted for under the applicable Service Appendix by more than 120%
The Service may not be used for any activity that violates any local, provincial, federal, international or other applicable law or regulation.
If SB believes, in its sole discretion, that a violation of this AUP has occurred (whether direct or indirect), it may take any responsive action it deems necessary, including suspending or terminating the Services.
Customer abuse or misuse of the Service or breach of any term contained in this AUP may result in the Service being terminated by SB.
CUSTOMER IS REQUIRED TO CONTACT SB BEFORE USING ANY MEDICAL MONITORING DEVICES THROUGH THE SERVICE.
SB enforces all Canadian Radio-television and Telecommunications Commission rules on Automatic- Dialing Announcing Devices ("ADAD") and unsolicited voice and facsimile calls made for the purpose of solicitation. The use of ADAD to make unsolicited calls for the purpose of solicitation, or to place calls to emergency lines or healthcare facilities is strictly prohibited. If customer violates these restrictions or those posted by the Canadian Radio-television and Telecommunications Commission SB may terminate the Service immediately.
The same restrictions that apply to ADAD apply to unsolicited voice and facsimile calls made for the purposes of solicitation. Persons placing unsolicited voice or facsimile calls to solicit are to ensure that an individual's request not to be called again is respected. The individual's name and telephone number must be removed from calling lists within 30 days of receipt of the request.
SB shall not be liable for:
Customer is solely responsible to maintain the confidentiality of any security codes for customer's voice mail or other accounts.
Equipment Installation, Maintenance and Return Responsibilities
Unless a customer provides express consent, or disclosure is pursuant to a legal power, all information kept by SB regarding the customer, other than the customer's name, address and listed telephone number(s), is confidential and may not be disclosed by SB to anyone other than: a) the customer; b) a person who, in the reasonable judgment of SB, is seeking the information as an agent of the customer; c) another telephone company, provided the information is required for the efficient and cost-effective provision of telephone service and disclosure is made on a confidential basis with the information to be used only for that purpose; d) a company involved in supplying the customer with telephone or telephone directory related services, provided the information is required for that purpose and disclosure is made on a confidential basis with the information to be used only for that purpose; or e) an agent retained by SB in the collection of the customer's account, provided the information is required for and is to be used only for that purpose.
In order to provide customers with greater control over their privacy, SB offers the following privacy enhancing features: Name and Number Display, Name and Number Block, Last Call Return and Call Trace. All of these features may not be available to every customer, and if available, some restrictions may apply. For details on the availability and use of these features please contact our customer service department at 1-800-550-7429.
The benefits and privileges available from Shaw Business ("Shaw Business") and the Internet in general, must be balanced with duties and responsibilities so that other users can also have a productive, enjoyable experience. This Acceptable Use Policy (the "Policy") was designed to prevent unacceptable uses of our services and equipment as well as to ensure that we are able to provide the level and quality of services that our customers expect. Each customer of Shaw Business is responsible for ensuring that the use of all services provided to such customer complies with this Policy.
If Shaw Business believes, in its sole discretion, that a violation of this Policy (direct, or indirect, including violations by a third party) has occurred, it may take responsive action. Shaw Business is entitled to remove the offending material, establish immediate or temporary filtering, deny access, suspend or terminate Shaw Business Services, or take any other appropriate action, as determined by Shaw Business, in addition to any remedies provided by any agreement to provide Shaw Business Services.
Shaw Business may investigate incidents involving violations of this Policy, and such violations may subject the customer to civil or criminal liability. In the event of a criminal violation Shaw Business will co-operate fully with law enforcement.
The customer is solely responsible for use of their Shaw Business account, regardless if such use occurred without the account holder's consent or knowledge.
Shaw Business may amend this policy at its sole discretion. The continued use of Shaw Business services after an amended policy has been posted here will be deemed as acceptance of the amended policy.
Shaw Business services must not be used for any activity that violates any local, provincial, federal, international or any other applicable law or regulation, including the distribution or storage of materials that are contrary to any applicable law or regulation. Prohibited activities include, but are not limited to:
Shaw Business services must not be used to breach the security of any account, network, service, or other system of Shaw Business, or to gain unauthorized access to another network or system. Other security breaches include, but are not limited to:
Shaw Business Services must not be used by any customer (or any of their customers) to send messages (including fax and voice traffic) that have the effect of preventing fair and proportionate use of Shaw Business Services by others. Other email violations include, but are not limited to:
The customer will indemnify and hold Shaw Business harmless from any claim brought by third parties relating to the customer's use of Shaw Business Services. The customer must pay and defend all legal costs (including legal fees) arising from such claims. Upon receiving notice, the customer must immediately notify Shaw Business of any claim or potential claim involving their use of Shaw Business Services. Failure to do so gives Shaw Business the right to defend such claims at the customer's sole cost.
Shaw Business makes no warranties of any kind, whether expressed or implied, including any implied warranty of merchantability or fitness of Shaw Business Services for a particular purpose. Shaw Business takes no responsibility for any direct, indirect, incidental, special, consequential, punitive or other damages whatsoever, including, but not limited to, loss of use, data, information or profits from delays, non-deliveries, mid-deliveries, or service interruptions, arising out of, or in connection with, customer use or access of any site.
Shaw Business may co-operate with other Internet Service Providers to discourage and resist any abuse of online procedure and policies. In the event that Shaw Business learns that one of its customers is using other networks in an unacceptable way, Shaw Business reserves the right to take corrective action against such customer.
Shaw Business may at all times monitor the performance of Shaw Business Services electronically to ensure its facilities are operating properly.
The customer acknowledges that Shaw Business has the right, but not the obligation, to monitor or disclose the contents of private communications if Shaw Business, in its sole discretion, reasonably believes that such action is necessary:
Shaw Business is not obliged to inform the customer that such information has been disclosed or will be disclosed.
Last updated: June 17, 2013
Customer agrees to prepare the service location (the "Service Location") according to any instructions Shaw may give in advance of Shaw installing any equipment necessary to deliver the WiFi Services.
Customer will provide Shaw with reasonable access to the Service Location and relevant communications infrastructure and provide any other information as reasonably requested by Shaw to enable installation, provisioning and delivery of the WiFi Services at the Service Location.
Shaw cannot guarantee WiFi performance because performance at a Service Location is dependant on the number of access points supporting the WiFi Services, their location and the environment in which they are installed and any technical limitations applicable to the WiFi Services or Equipment.
Shaw will try to provide the WiFi Services by date agreed with Customer, but all dates are estimates. If Shaw encounters delays imposed by Customer, or by unforeseeable circumstances, that impact the date agreed, Shaw may apply reasonable additional charges and/or claim a reasonable extension to any date previously agreed. Shaw will notify Customer in writing of any additional charges, which will be payable by Customer.