Current Customer FAQs
  1. How do I access my Shaw Direct account online?
  2. I have forgotten my My Account password. Can I have it sent to me?
  3. Where can I find out more about my bill?
  4. How do I contact a live customer care representative?
  5. Where can I download a list of channels offered by Shaw Direct?
  6. When is your favorite show, movie, or sporting event on this week?
  7. Do I need to plug in the phone line?
  8. Where can I find the latest deals and current promotions?
  9. Where can I go to learn about other Shaw Direct communication materials?
  10. What is HDTV?
  11. What do I need to get HD through Shaw Direct? What HD programming is available on Shaw Direct?
  12. I don't have an HDTV. Can I still view HD channels on Shaw Direct?
  13. What do I do if my on-screen guide displays "No Info" or "No Data"?
  14. What do I do if I am having trouble with my remote?
  15. Where can I find technical manuals/general information about my Shaw Direct hardware?
  16. I am an NHL® Centre Ice™ subscriber. Why are some games still blacked out?
  17. How do I turn off the Screensaver that is displayed on the commercial-free music channels?
  18. How does the US Digital Transition affect you as a Shaw Direct customer?


  1. How do I access my Shaw Direct account online?

    To access your Shaw Direct account online, click on My Account at the top of all shawdirect.ca pages.

    Make sure to have your account number ready. You can find it on your customer bill. If you have used My Account before, simply enter your account number and password. If you have never used My Account before you will need to Register to get your account activated for online access.

    Once you have logged into your account, you will see a list of links which will allow you to change your programming, view your bill, make a payment and more.

  2. I have forgotten My Account password. Can I have it sent to me?

    If you've forgotten the password to your online account access we can reset it for you. Just click on Customer Care at the top of the shawdirect.ca followed by Forgot Password. Follow the on screen instructions and we'll have a new password emailed to you.

  3. Where can I find out more about my bill?

    Shaw Direct knows that understanding billing cycles, pre-authorized payments and programming changes can be difficult sometimes. The customer care section of shawdirect.ca is full of information to help you better understand your monthly bill. Visit the Billing section to find an easy-to-use bill explainer, information about methods of payments, and descriptions of items as they may appear on your printed or online bill. If you still require further assistance, give us a call at 1.888.554.7827 and one of our helpful customer care representative will be happy to assist you.

  4. How do I contact a live customer care representative?

    Contact us anytime, 365 days a year. Our customer care staff is always here to support you. Give us a call at 1.888.554.7827 or go to our Contact Us section.

  5. Where can I download a list of channels offered by Shaw Direct?

    You can download a current channel line-up using the link on the homepage or get it directly at /promotions/english/channellineup/.

  6. When is your favorite show, movie, or sporting event on this week?

    Finding your favourite television programs is easy with shawdirect.ca's online programming listings. Check out our TV Listings feature in our What's on TV section. You can search all of the programs airing on Shaw Direct for the current day for the next three hours. Using the toolbar at the top of the screen you can select the timing, duration, and channels you want to be included in your listing. You can even search for a specific show or show type using the "Simple Search" feature at the top of your screen.

  7. Do I need to plug in the phone line?

    A phone line is a must if you would like in order to save on Pay Per View ordering fees with Instant Pay Per View and take advantage of the caller ID features of your receiver. If you subscribe to Caller ID services in your home, your Advanced HDPVR, Advanced HD Receiver, sHDPVR 530, HDDSR 505 and DSR 319 can display the caller ID information directly on your TV screen, as well as keep a detailed history of your last 20 calls. To view a log of these calls simply press Options, and choose 8 – Caller ID.

    In the future we will be utilizing the phone line to enable Interactive features on your Shaw Direct receiver including local weather, games and more. Be sure to leave a phone line connected to your receiver to take advantage of these future features.

  8. Where can I find the latest deals and current promotions?

    You can find the latest Shaw Direct news and promotions right on the shawdirect.ca homepage. For even more promotions and further details you can visit our What's New section.

  9. Where can I go to learn about other Shaw Direct communication materials?

    Shaw Direct has a few different ways to keep customers "in the know" with the latest news and promotions. Learn more about these different communications by visiting the Customer Care section of shawdirect.ca and then click Communications. Here you can sign up for promotional newsletters, download the welcome kit and more.

  10. What is HDTV?

    HD stands for High Definition and it's fast becoming the standard format for all televisions and television programs. Simply put, HD makes your TV picture quality up to six-times clearer and sharper than standard definition (according to the Advanced Television Systems Committee).

    Your TV picture is made up of thousands and thousands of tiny little dots called pixels. With high definition, there are more dots per inch (DPI) than with standard definition. High Definition has up to 1,920x1,080 pixels compared to standard definition at 720x480 pixels. It's like printing a picture on paper in a higher resolution using a laser printer. Standard definition is similar to printing a picture on paper in lower resolution, using an ink jet printer.

    HD is also shot in widescreen format. You might see the numbers 16:9 when referencing HDTV. This is the aspect ratio, or the width-to-height ratio. In standard definition, it is typically only 4:3. Why does this matter? Ask any sports fan who can catch more of the plays because of the widescreen format and most movies are also specifically shot in this format. It just looks better on your TV.

    You can learn more about high definition by visiting our HDTV section.

  11. What do I need to get HD through Shaw Direct? What HD programming is available on Shaw Direct?

    The first thing you need to see High Definition content is a High Definition television. HDTVs come in many different sizes and TV types (plasma, LCD, etc.). Check with your local television and electronics retailer to find the High Definition television that best fits your needs.

    In order to view Shaw Direct High definition content you will need to have a high definition satellite receiver. Shaw Direct has a few different high definition receiver options to choose from including a high definition digital video recorder. You can learn more about these HD receivers in the Store section of shawdirect.ca.

    With an HDTV and receiver you can begin viewing the latest sports, movies and primetime shows in High Definition. You can add even more HD channels to you programming by visiting the store section of our Web site. Learn more about high definition on Shaw Direct by visiting our HDTV section.

  12. I don't have an HDTV. Can I still view HD channels on Shaw Direct?

    Yes. Even if you don't have an HDTV, it is still possible to view HD channels on Shaw Direct if you purchase an HD Satellite receiver. The advanced technology in Shaw Direct HD receivers allows users to "down convert" the high definition signal into a picture viewable on standard definition TVs. The same viewing and subscription requirements still apply when viewing high definition channels in down converted format.

  13. What do I do if my on-screen guide displays "No Info" or "No Data"?

    On rare occasions, your guide may display "No Info" or "No Data" due to electrical power surges and other outside factors. If your guide information does not return on its own within 15 minutes, try unplugging your receiver from the electrical socket for approximately one minute then plug the unit back in. If you have a 209/319/5xx/6xx-series receiver, you can simply hold in the power button on the front panel of your receiver for 30 seconds to initiate a "reboot" of your unit. Wait approximately 30 minutes and all programming information should appear back in your guide. If you find that that you're on screen guide is still displaying "No Info" after 30 minutes, feel free to give our technical service department a call at 1.888.554.7827

  14. What do I do if I am having trouble with my remote?

    Like any other device or appliance there are many different types and, as such, different solutions to correct any problems that may occur with them. One of the first things to check is the batteries. If you notice that the lights on the remote are dim or don't light up at all, most times the batteries need to be replaced. If you are having trouble controlling other devices (TV, DVD player, etc.) or would simply like to learn more about the features and troubleshooting tips for your specific remote, we have a comprehensive library of remote controls on shawdirect.ca. Visit our Remotes section to find specifications, more troubleshooting techniques, programming manuals and more.

  15. Where can I find technical manuals/general information about my Shaw Direct hardware?

    Shaw Direct has made many of our manuals available online in Adobe Acrobat format. You can learn more about your Shaw Direct hardware by visiting our Learn section or by visiting the User Manuals section under Customer Care.

  16. I am an NHL® Centre Ice™ subscriber. Why are some games still blacked out?

    Blackout restrictions exist to protect the local television telecasters of each NHL game in the local markets of the teams. Blackouts are not based on arena sell-outs. Blackout policies and restrictions are different for may be different from one NHL team to another. We recommend that you tune to your local broadcaster or Pay Per View hockey broadcast to view these games in your area. NHL® Centre Ice™ is designed for the NHL fan who wants to see NHL games other than just those which involve their local team.

  17. How do I turn off the Screensaver that is displayed on the commercial-free music channels?

    Turning off the screensaver is easy. Start by hitting the options button on your remote. From the on screen menu, choose 6 for System Setup and hit enter. On the following menu screen, choose option 3 for Music settings and hit enter. On this screen you can highlight the length of time after which you would like to have the screensaver displayed. To disable the screensaver completely, merely set the time to OFF and click save to confirm your request. The screensaver will now be disabled.

  18. How does the US Digital Transition affect you as a Shaw Direct customer?

    The US Digital transition does not affect your TV viewing at all. Canada is not mandated by the FCC (Federal Communications Commission) and there will be no change to the way signals are broadcast in Canada. You will continue to receive the same television service you currently get from Shaw Direct. Shaw Direct has and will continue to provide the same 100% Digital signal you know and love. Visit our Digital Transition FAQ for more information.