To ensure you have the best chance of being notified of any planned maintenance that may cause temporary TV, Phone or Internet outages, follow the Shaw Business Support information about our maintenance notification process.
Planned Network Outages Frequently Asked Questions
- No, this will be done remotely by our implementation team.
What is the reason for this maintenance?
- We upgrade and maintain our network regularly to provide the best in class service for our customers and prevent any unexpected outages.
Why is maintenance done at this time of day?
- Night time: Whenever possible, maintenance will take place during the hours of midnight to 6am to reduce impact for most customers.
- Day time: This is avoided when possible, but some work requires daylight hours due to third party involvement, noise bylaws, safety concerns, city/provincial permit requirements, or a combination of these factors.
Is there any cost to me?
- No, this is part of our regular upgrades and it is free of charge.
When will the outage happen?
The outage information should be outlined in the email. If you did not receive an email, please contact:
Can you reschedule the date?
- Due to the resources and impact on other customers we need to proceed as scheduled.
I have several services or locations with Shaw, which one will be impacted?
- Mentioned circuit ID, BPSO or account number in the email notice is unique for your service that will be impacted. For more information regarding your services and address please contact:
How do I update my contact email address to receive these types of notices?
- Small & Medium Business : Contact Us with your 11 digit account number
- Enterprise & Wholesale: Contact Us with your 4-5 digit Circuit ID or BPSO.
What should I do if I need to setup a fail over for my phone during this outage?
Small & Medium Business : Set up call forward following the steps on How to set up & use Call Forward on your Business Phone
Enterprise & Wholesale: Contact Us with your Circuit ID or BPSO.
What is a forced relocate?
- These types of works are normally initiated by 3rd parties due to different reasons such as road construction. Shaw does not have control on the date and time of the occurrence.
Why did I receive such short notice for an emergency event?
- There is an open incident and it needs to be fixed as soon as possible to prevent further outages.
Where can I ask my technical questions?
Verify you're included on our notification list
Notifications go out by email to the email addresses that we have on file for your business.
- Small & Medium Business: Shaw Business – Security and Configuration Information security record
- The primary contact's email address and up to four additional technical contact email addresses will be emailed.
- If you have received that email, verify that the people in your organization that need to be informed of maintenance are listed. If another person needs to be added or any information needs modification, reply to the email and list the changes required.
- If you don't recall having received the above email or have misplaced it, you can use our 'Request Support' contact option to ensure you have an up-to-date record in place.
- More information about the security record can be found on our article How to update your business security record and contact information.
- Enterprise & Wholesale: Contact Us to confirm or make changes to your contact information
Notifications are emailed for planned maintenance work that anticipates causing an impact to business accounts and are sent using the primary and technical email addresses in your security record, as mentioned above.
Be sure to whitelist emails coming from one of the following:
Unplanned maintenance work resulting from weather damage, traffic accidents, and other sudden impacts to our services will be handled immediately, rather than waiting for the formal notification process before proceeding. These can be checked at shaw.ca/updates or by calling Shaw Business Support.
I received a notification. How can I find out more?
Visit shaw.ca/updates to check on local service notifications and maintenance and outage information.
Planning a Commercial dig? Please use our DigShaw services to prevent a potential outage as a result of digging up an underground Shaw cable.
Before you start digging, plan your job and be sure you have considered who you need to inform.
Health & safety codes
Be aware of, and follow the Occupational Health & Safety codes in your area for work near buried and overhead facilities. For example, hand exposure of facilities in a non-destructive manner prior to ground disturbance work; verify clearance to overhead lines, etc.
The safety and well-being of our locators at the site is of the utmost importance. Whoever requested the locates may need to make additional arrangements for traffic accommodations to close off a section of roadway for the job to be performed safely.
Once you are ready, visit DigShaw - Commercial to submit a request.