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Shaw Direct COVID-19 FAQs

During the COVID-19 crisis, we all need to do our part to help each other stay safe and healthy. With the following initiatives, we’re trying to do our part in keeping you connected and informed.

Self-Serve

How do I manage my account online?

You can manage your services or pay your bills through My Shaw Direct. All you need is a Shaw ID. You can use your Shaw ID to access other services, like Shaw Direct Video on Demand and the BlueCurve TV app. Learn more about creating a Shaw ID here.


How can I pay my bill?

You can pay your bill online via your bank or on My Shaw Direct. You can also mail a cheque or money order directly to us. Learn more about all self-serve payment options here.


How do I temporarily pause my Shaw Direct services?

For a minimum of 14 days and up to 180 days, you can temporarily suspend your Shaw services and reconnect it at no extra cost. Learn more about seasonal breaks here.

How can I reconnect my Shaw Direct services?

To reconnect your services, just let us know. Due to the high call volume, the best way to reach us right now is through our online chat.


How do I return equipment?

With the temporary closure of all our retail locations, you can just mail your equipment to us. Chat with us to get more details.


Can I change, renew or upgrade my Shaw Direct services?

Yes, you can contact an agent via chat or phone to make changes to your plan, including adding channels and theme packs. See how you can upgrade your plan here.

COVID-19 support

We’re working with our partners to ensure communities across Canada get the help they need.


Can I get financial help with my bill?

We can work with you to find a flexible payment arrangement that considers your financial and connectivity needs during this crisis. Chat with us for more details.


What extra channels are free?

You can access more free channel previews to help keep you and your family informed and entertained, including: Treehouse HD,BBC Earth, CBC News Network HD and National Geographic HD. View a list of all available free channels here.


What educational support is available for my kids?

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


Howelse is Shaw helping communities impacted by COVID-19?

Through our #ShawHelps initiative, we’re trying to help where we can. From helping support low-income families to donating $1 million to Community Food Centres Canada, we’re just doing our part during this crisis. Learn more about #ShawHelps here.

Security tips

Watch out for increased cybercrime during the COVID-19 pandemic.




What are phishing emails?

Phishing emails are often used to steal people’s data, including login credentials and credit card information. Attackers usually pretend to be a trusted source and will try and get you to click on malicious links.


What are common phishing emails to look out for?

Cybercriminals are using fear of the pandemic to trick people into opening phishing emails that may compromise your computer. These emails may install malicious software or attempt to capture any sensitive data on your computer. The following are just a few examples of phishing emails you may encounter:

  • “Click to donate for a COVID-19 cure”
  • COVID-19 tax refund deposit
  • Communications from CDC, WHO and other health agencies
  • Government and EI support payments

How do I protect myself against malicious emails?

The following tips can help you identify if an email is malicious and not from a trusted source:

  • Ensure the address or attachment is relevant to the content of the email
  • Check to see if the email address has a valid user and domain name
  • Make sure you know the sender of an email
  • Look out for misspellings and poor grammar
  • Be extra cautious if the email tone is urgent
  • If you were not expecting an attachment, verify with the sender
  • Determine if a link in an email is legitimate by hovering over it before you click to ensure the URL corresponds with the content of the email

What scams should I be aware of outside of malicious emails?

Along with malicious emails, cybercriminals may use other methods to get sensitive information from you such as vishing and smishing. Vishing is a phishing scam via voice or voicemail, while smishing is using text/SMS messages to phish people. Some common examples during this crisis include:

  • “You tested positive for coronavirus”
  • “We have locked your debit card for safety”
  • “People infected in your neighborhood”
  • “Air filters to protect you from COVID-19”

How do I protect myself against vishing and smishing messages?

Never reveal personal information over the phone. Banks will always ask pre-determined authentication questions prior to asking you for personal information, and they will never request this information via text.


How do I protect myself against malicious websites?

Since the rise of COVID-19, people have flocked to the Internet to find the latest news. Unfortunately, many websites have been created by scammers to spread misinformation. To protect yourself, ensure URLs are spelled correctly. You should also directly type the URL into a search bar instead of clicking on a provided link, as well as hover over a link to check if it will take you to the expected website.

Some common examples of malicious websites include:

  • COVID-19 map by Johns Hopkins University
  • Online fast tests and cures
  • Canadian Red Cross offering face masks and gloves for a donation