1. Why are my rates going up?
  2. When will this rate adjustment take effect?
  3. When were customers notified of this rate increase?
  4. How do I ensure I’m getting the best value out of my services?
  5. Is the CRTC involved in regulating Shaw service rates?
  6. How are you planning to enhance your products and services with these funds?
  7. Do you offer packages with a rate guarantee?
  8. How can you justify increasing our rates given the current economic climate?
  9. With the recent wildfires in Fort McMurray, are we going to increase rates for customers in the region August 1?


  10. How can we order Pay Per Views?
  11. Does the $200 early cancellation fee apply to public viewing customers who have disconnected under a year?
  12. Can I subscribe to the same programming for my business that I have at home?
  13. How do I find out if my apartment building has been wired with Shaw Direct?
  14. What are the installation costs?
  15. Can I have a PPV service for my hospitality establishment?
  1. Why are my rates going up?

    We increase our rates so that we can continue providing our customers with access to the quality products and services they value most while introducing new experiences and technology that will address the current and future connectivity and content needs of our customers, so they can focus on growing their business.
    Rate adjustments enable us to reinvest in our products and services, adopt and support new technology, upgrade our network and deliver the best television content..

  2. When will this rate adjustment take effect?

    On August 1, 2016.

  3. When were customers notified of this rate increase?

    We began sending our customers advance bill messaging starting May 22, 2016. We have also posted information about the changes on http://www.shawdirect.ca/english/bulletins.

  4. How do I ensure I’m getting the best value out of my services?

    Our customer care team is available to work one-on-one with our customers to review packaging and equipment options that provide the best value and best experience to meet their business needs.
    We can also take a look at any packaging our customers have with other service providers to ensure the bundle enables them to focus on their business growth, without managing infrastructure.

  5. Is the CRTC involved in regulating Shaw service rates?

    The CRTC is not involved in the setting of Shaw rates and it is incorrect to advise customers that the CRTC has any involvement with our rates. Shaw is solely accountable for any and all changes made to our pricing. It is critical that we are accurate and consistent in the information we provide to our customers.

  6. How are you planning to enhance your products and services with these funds?

    Shaw has invested billions of dollars to grow, upgrade and maintain our satellite delivery infrastructure and we will continue to do so to ensure our customers (and our customers’ customers) have access to the best content available, now and in the future.

  7. Do you offer packages with a rate guarantee?

    We offer a rate guarantee to customers that have chosen a one, three or five-year term for the duration of the service commitment. Note: Due to system limitations, the availability of three and five-year commitments is not guaranteed for all services.

  8. ECONOMY

    How can you justify increasing our rates given the current economic climate?

    We are aware of how the average Canadian business is affected by the current economic environment, and are committed to offering affordable bundles and services.

    This rate adjustment is about rising operational costs and investing in our network and technology advancements to ensure that we continue to meet the growing needs of our customers (and our customers’ customers).

    Our customer care team is available to work one-on-one with our customers to review packaging and equipment options that provide the best value and best experience.

  9. Fort McMurray

    With the recent wildfires in Fort McMurray, are we going to increase rates for customers in the region August 1?

    With consideration to everything that the people of Fort McMurray have endured, we are postponing our August 1, 2016, rate adjustments for customers in the Fort McMurray region until at least the fall. As well, we are providing one-month service credits to all our customers affected by the fires.

    We will continue to work with our customers on a case-by-case basis to ensure we provide the best possible options for each unique situation in the months to come.



  10. How can we order Pay per views?

    Pay per views events like Hockey, WWE, UFC, boxing and soccer can only be ordered if you have a liquor license. All orders must be approved by the event provider and are processed by the Shaw Direct Commercial Team.

  11. Does the $200 early cancellation fee apply to public viewing customers who have disconnected under a year?

    Yes. The $200 early disconnection fee applies to any new public viewing accounts that have purchased brand new equipment.

  12. Can I subscribe to the same programming for my business that I have at home?

    No. Shaw Direct has designated programming packages available for your business.

  13. How do I find out if my apartment building has been wired with Shaw Direct?

    Phone our call center at 1.866.782.7345.

  14. What are the installation costs?

    Since every structure is different, it is often difficult for us to give an estimated installation cost without seeing or knowing all parameters of the establishment. We would need to have an installer contact you or visit your business to get a clearer picture of the structure. Please call us at 1.866.782.7345 for an installer referral.

  15. Can I have a PPV service for my hospitality establishment?

    Shaw Direct does not have any PPV viewing service available for individual rooms. Other compatible companies offer this service. Please call us at 1.866.782.7345 for more information.

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