Shaw Customer Care Number: How to Reach the Right Support Team in 2025

If you’re trying to contact Shaw for help with internet, TV, phone, or email, the correct customer care number depends on which Shaw service you have and whether your account has been migrated to Rogers following the Rogers–Shaw merger closed on April 3, 2023. Below you’ll find the current phone numbers, the best alternatives if a line has moved to Rogers, and practical guidance for getting fast, accurate help.

This guide focuses on verifiable, public contact paths and gives you contingency options so you can reach a live agent without wasting time. It’s based on the latest publicly known routing and official contact pages for Shaw, Shaw Direct, Shaw Business, and Rogers (for migrated residential accounts).

What Changed After the Rogers–Shaw Merger

On April 3, 2023, Rogers Communications completed its acquisition of Shaw Communications. In Western Canada, many residential internet and TV accounts originally branded as Shaw have been or are being migrated to Rogers. That means some “Shaw” customer care numbers may forward or instruct you to use Rogers support instead. Freedom Mobile (previously owned by Shaw) was divested to Videotron as part of the deal, so Freedom support is separate and not included here.

Two important exceptions remain: Shaw Direct (satellite TV) continues to operate under the Shaw Direct brand and maintains its own customer care lines; and Shaw Business has distinct support and sales contacts. If your monthly bill, account portal, or equipment branding says Shaw Direct or Shaw Business, use the specific numbers below rather than Rogers’ general care line.

Primary Customer Care Numbers (Residential, Shaw Direct, Business)

Use the number that matches your service and what appears on your bill or in your account portal. If your residential services have already moved to Rogers branding or you’ve been instructed to manage your account at rogers.com, use the Rogers number. If your bill still shows Shaw or you have a @shaw.ca email, the historical Shaw residential care line may still route or provide recorded instructions.

• Shaw Residential (historical/general support): 1-888-472-2222. If your account has migrated, you may be redirected or advised to call Rogers. Check your latest bill or visit https://www.shaw.ca/contact-us for current routing.
• Rogers (for migrated Shaw residential customers): 1-888-764-3771 (1-888-ROGERS-1). Technical help typically 24/7; billing and account services have extended daily hours. Online: https://www.rogers.com/contact
• Shaw Direct (satellite TV): 1-888-554-7827. For hardware activation, programming, billing, and technical support. Online: https://www.shawdirect.ca/english/contact-us/
• Shaw Business (support and sales): 1-877-742-9249 (1-877-SHAW-BIZ). For business internet, voice, and TV support; sales can route new or expanding services. Online: https://business.shaw.ca/contact-us

If none of the above numbers align with your service, look at your last invoice. The top or bottom margin typically lists the correct customer care line that corresponds to your account type and region. You can also use the contact page on the relevant site to confirm hours and any regional menu options.

When and How to Call for Faster Resolution

Before calling, have your account number (or phone number on file), service address, and a government-issued ID ready. If you’re troubleshooting internet or TV, note the exact error messages, lights on your modem or set-top box, and the time the issue started. This can shave minutes off authentication and diagnostic steps, especially when you reach a tier-2 agent.

Calling during off-peak times often reduces hold times. For most telecom care lines in Canada, peak volumes run late afternoons and early evenings on weekdays (roughly 3:00–7:00 p.m. local). Early mornings (7:00–9:30 a.m.) and late evenings typically have shorter queues. Technical support for major ISPs is commonly available 24/7, but billing and loyalty/retentions generally operate with extended business hours.

Call-Handling Tips That Save Time

• Use the correct line: Residential vs. Business vs. Shaw Direct have different tools and account systems. Misrouted calls often transfer multiple times.
• State the goal up front: “I need to move my service on [date],” “Cancel TV but keep internet,” or “Packet loss starts 7–10 p.m. daily; modem shows upstream T3 errors.” Clear context gets you to the right queue faster.
• Have diagnostics ready: Speed test results (wired), modem model (e.g., Hitron CODA-4582 or XB7), signal levels if you know how to check, and photos of error screens help agents escalate to network teams without repeat tests.
• Know your commitments: If you’re under a fixed-term discount or equipment repayment, ask for the end date and any early fees before making changes. Take note of quoted amounts with a timestamp.
• Ask for a case number: If the issue needs a field tech or network ticket, request a reference ID and expected SLA window (e.g., 24–72 hours for line maintenance).

Billing, Plan Changes, and Cancellations

For billing questions or plan changes, call the number that matches your current branding: Rogers (1-888-764-3771) for migrated residential accounts, 1-888-472-2222 if your residential bill is still under Shaw, 1-877-742-9249 for Shaw Business, and 1-888-554-7827 for Shaw Direct. Have your latest invoice handy so the agent can reconcile charges line-by-line, including any prorated amounts from recent plan changes.

Moving, cancelling, or transferring service can affect hardware returns and final billing. Ask the agent to email or text a return label or list the nearest drop-off location, and confirm any non-return fees and deadlines (commonly 14–30 days after disconnect, depending on the product). For discounts or loyalty offers, request a written summary by email or in your account portal; verbal-only offers can be hard to validate later.

Technical Support: Internet, TV, and Email

Internet issues are fastest to isolate if you test a wired computer directly to the modem and note LED patterns. If upstream levels are out of spec or the modem reboots intermittently, ask the agent to check signal levels and historical error logs. If you use a third-party router or mesh, be prepared to test with the Shaw-provided gateway in gateway mode to rule out LAN issues.

For TV, note whether the problem affects all channels or only specific ones, and whether on-demand or IP-based apps are impacted. For Shaw Direct satellite customers, weather and line-of-sight can matter; having your receiver model and smart card number ready speeds up re-authorizations. For @shaw.ca email, collect the exact inbound/outbound server settings and any bounce codes so the agent can verify authentication and port/security settings quickly.

Alternatives to Calling: Chat, Store Visits, and Self-Serve

If you prefer not to call or want to document everything in writing, web chat is often the fastest path. For residential accounts migrated to Rogers, use https://www.rogers.com/contact and select chat for billing or technical support. For Shaw Direct, use the contact options at https://www.shawdirect.ca/english/contact-us/. For Shaw Business, use https://business.shaw.ca/contact-us where you can request callbacks or open support tickets.

Retail locations can help with equipment swaps and identification checks. Use the store locator on the relevant site to confirm addresses and hours before you go, and bring two pieces of ID for account changes. If you need corporate correspondence, the historical Shaw Communications head office is 900–630 3rd Avenue SW, Calgary, AB, T2P 4L4; however, for support, phone or online channels remain fastest.

Escalation and Formal Complaints

If repeated attempts don’t resolve your issue, ask the agent to escalate to a supervisor or to open a network or back-office ticket and provide the ticket number. Keep a log of dates, agent names (or IDs), and commitments. For Shaw Business, request the case be tagged with business impact and include any SLA terms from your agreement.

If you reach an impasse, Canadian telecom customers can file a complaint with the Commission for Complaints for Telecom-television Services (CCTS) at https://www.ccts-cprst.ca or by phone at 1-888-221-1687. File only after giving the provider a reasonable chance to resolve the matter and keep your documentation handy when you submit.

Quick Reference

Shaw Residential (historical): 1-888-472-2222; Rogers (migrated residential): 1-888-764-3771; Shaw Direct: 1-888-554-7827; Shaw Business: 1-877-742-9249. Verify hours and any regional differences on the provider’s official contact pages before calling.