Shaw Help

@Line_Fault Do apologize about the degraded service concerns. Not sure if you are impacted by any type of service interruption at the moment, have you visited rogers.com/outage to see if there any type of reports happening. ^rt

@Shawhelp Packet loss looks amazing! High is good right!? Like 80% OFDMA upstream is 62.36 dBmV Something upstream isn't happy. There is also no way to get any upstream issue fixed #hightech

@gfliverpool9966 Hi! I recommend double checking rogers.com/outage to see if there's an outage in your area. If there are no outages and rebooting your modem/checking your connections doesn't improve your Internet, you can click on Get help to go through the troubleshooting flow. ^ BE

@Shawhelp Intermediate Internet connectivity for the past 10-15 minutes.

@JoJo1135 I recommend getting in touch with LifeTime TV to inquire when the movie will be available on their channel. ^ BE 2/2

@etnow Can anyone at @Shawhelp @RogersHelps explain why this movie "Love, Again" is not appearing on the @lifetimetv guide for Saturday, May 9th 8/7c?

Valerie Bertinelli, Eric McCormack and Henry Czerny sit down exclusively with ET as they celebrate the premiere of their Lifetime romance, 'Love Again,' debuting May 9. youtube.com/watch?v=NTDfcA…

@JoJo1135 Good morning Jo-Jo! I am unable to see Love, Again on our guide either. Since we receive the programming details from the broadcaster and their schedule on their website mylifetimetv.ca/schedule/ doesn't show the movie being aired, 1/2

@HeldyCarvalho Hi Heldy! I apologize if there was no forewarning from us in this situation. This is good feedback. Thank you. ^ch

@Shawhelp @Rogers @RogersHelps I have been with Shaw 10+ years. They used to use automatic card updating services that update expiry dates automatically. Rogers does not use that. Does not notify users. Just charges them $70. At least tell users that service is removed.

Hello, @Shawhelp @Rogers - have been trying to get through to customer service for several days now. Can be in chat for several hours and all it says is “We are currently experiencing a delayed response. Please wait.” The customer service has tanked. Together with Shaw?

@phluphph I'm sorry to hear there was a bit of a disconnect when it came to returning the equipment. It's not the type of experience we strive to provide. We appreciate your patience and are glad that you've received the direction needed to get this matter corrected. Kind regards 🙂 ^yc

@Shawhelp I know from where the charges are coming. The company was quick on the draw to charge for unreturned equipment when they failed to instruct me HOW to return the equipment. I had to reach out to get the appropriate instruction. When the equipment arrives the bill will be adjusted

@phluphph Good morning Ralph! I am wondering when you spoke with our Customer Care team, were they able to go over your bill with you and see where the amount is coming from? ^ BE

@HeldyCarvalho @Shawhelp @Rogers They got to me very quickly today trying to tell me I owe a tonne of money.

@HeldyCarvalho Thank you for this feedback. I'm confident that once you are speaking with our account support team will be able to assist. -Eric

@Shawhelp Thanks. I have been trying to use the chat since 9AM. The auto log out feature every 10 minutes is brutal when you have to hold for support for at least hours. The only reason I stayed with Shaw is because you have had better support than Telus, historically.

@nobodyhky Terribly sorry about the service interruption at the moment, do apologize about the situation and hoping your services are resumed as soon as possible if it hasn't as of yet. For updates you can check out rogers.com/outage if it's posted here. - ^rt

Another outage @Shawhelp. Third today and second full, long outage in just over a week. Open ticket but no communication to customers on their website for any of it.

@HeldyCarvalho We’re here to provide general support and guidance on this platform, but any account‑specific review would need to be handled through our official support channels. ^rp

@Shawhelp Can I send a DM?

@Line_Fault Hello, I can understand how frustrating it is to deal with packet loss. Our technical support team is the only one that would be able to assist with this type of issue A ticket may be required to investigate. You have the option to call in if the chat line is not available. ^tb

@Shawhelp my packet loss is 50% 7.8Mbps down! Screaming fast. Chat said it's too busy to help me... literally. Standard every 6 ish month problem

@SmileyYYC Glad to hear - of course! We appreciate you took the time to let us know. Have a nice day 🙂 ^mg

@Shawhelp Yes. Thanks for checking in

@Shawhelp internet down #NW

@MaryPChipman you can get in touch with our Customer Care team via rogers.com/contact so we can ensure that you will get a return waybill. ^ BE 2/2

@Shawhelp Would you be able to do so?

@Shawhelp I have to return the old modem & the new TV box that didn't work. The 1st technician sent me a FedEx label but there's no FedEx in my neighbourhood. The 2nd technician said he was going to send me a label for Canada Post/UPS, both of which are far more accessible but he never did

@MaryPChipman Sorry to see that you never received a label for Canada Post. I would double check your Junk Mail folder just to make sure that the email didn't land there. If you still haven't received it and it's been a few days, 1/2

@LarryHannah Thanks for the additional info. Glad to see it went through that way. -Eric

@Shawhelp The issue is the url that the phisher is using. If I sanitize it a bit. It goes. Funny that trying to report it gets blocked. Anyhow, all good. Thanks

@Shawhelp Trying to report phishing attempt to abuse@rogers.com Keeps getting rejected.

@LarryHannah Hello Larry, sorry to hear you were unable to report this phishing attempt. I have just tried sending an email to the abuse@rogers.com address and it seems to have gone through. Can you please advise us of the message you are receiving when attempting to send to this... (1/2)

@MaryPChipman Yes it does tend to resolve these type of ongoing connection issues. ^tb

@Shawhelp OK! Even though the modem was at full strength?

@Shawhelp Your Rogers/Shaw app won't allow us to self-install the new modem you sent us as it doesn't read the QR code or the MAC number