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Reproduction of all or part only with our permission..
This FAQ is edited by: emmpeethree See Profile, Liontaur See Profile, state See Profile, joshb See Profile
It was last modified on 2013-02-12 13:45:37

Third Party VoIp

I am using a 3rd party VoIP service and am having problems what can Shaw do,

Because you are using a 3rd party VoIP service your phone traffic runs with the rest of the internet (web searches, bit torrent downloads, email) and you could run into the same issues you do well doing anything else on the internet, such as lag, packet loss, etc... These are issues you should seriously consider when deciding to use a 3rd party VoIP provider.

Shaw can not and will not do anything for this aside from make sure their service is running properly (your signal is good, modem working correctly, speeds are within limits)
All other trouble shooting must be done by your VoIP provider.

Check this link for more information

The link is a *.pdf file and requires a PDF reader to view

What is Quality of Service (QoS) Enhancement?

This is a feature which enables prioritization of voip packets within Shaw's network.

Primus Talk Broadband

If you are using Primus TBB service and having problems please check out this entry in the
TBB FAQ for help. Issue number #12859

AUP Related

Where are Shaw's AUP and TOS page?

Shaw's acceptable use policy and terms of service can be found at Terms of Use

Does Shaw enforce a transfer cap?

The Shaw AUP outlines the following monthly limits:

Rule #1 of bandwidth usage - Shaw determines how much you are using, not you.

Home packages

• Lite - 30 GigaByte
• Highspeed - 125 GigaByte
• Extreme - 250 GigaByte
• Broadband 50 - 400 GigaByte
• Broadband 100 - 500 GigaByte
• Broadband 100+ - 750 GigaByte
• Unlmimited 100+ - Unlimited GigaByte

Business Packages

•Entrepreneur - 70 GigaByte
•Entrepreneur (with Xtreme-I) - 110 GigaByte
•SOHO - 90 GigaByte
•SOHO (with Xtreme-I) - 130
•Professional - 110 GigaByte
•Professional (with Xtreme-I) - 150 GigaByte
•Business - 175 GigaByte
•Business (with Xtreme-I) - 225 GigaByte

The guidelines for acceptable web site traffic include 2 GigaByte/month for Entrepreneur, SOHO, Professional, and Business hosting packages.

If you exceed limits:

You will first get a warning on your bill. If you go over your bandwidth limit the next month Shaw is going to charge you anywhere from $1 to $5 per Gig-a-byte. For further details on overage charges please check out »Shaw.ca and select your region.

You will also have the ability to buy extra bandwidth in bulk.. Details to come.

*note all bandwidth limits are combined download and upload traffic

What does Shaw mean by abusing?

The Shaw AUP loosely defines abuse as the following:

"You must comply with the current bandwidth, data storage and other limitations on the Services.

You must ensure that your activity while using the Services does not improperly restrict, inhibit or degrade any other customers use of the Services, nor represent (in the sole judgment of Shaw) an unusually large burden on the network itself, such as, but not limited to, peer to peer file sharing programs, serving streaming video or audio, mail, http, ftp, irc, dhcp servers, and multi-user interactive forums."

"Shaw reserves the right to set specific limits for Bandwidth Usage and charge for excessive Bandwidth Usage for residential Services at any time. In addition, you must ensure that your activities do not improperly restrict, disrupt, inhibit, degrade or impede Shaws ability to deliver the Services and monitor the Services, backbone, network nodes, and/or other network services."

Simply put, Shaw can take action to limit bandwidth use, and can impose excess bandwidth fees or other restrictions such as throttling.

Will upgrading to business account prevent me from getting a call from the AUP

No, you will still get a call from the AUP department if they see you as an abuser. Upgrading the package still does not give you the privilege to overuse the bandwidth for the plan you subscribe to.

How does Shaw calculate your monthly total?

They keep a record of the last 30 days of usage. Whatever the date you got hooked up. So lets say you dont download for 10 consecutive days, then you can download 2.5 gigs per day for the next 20 days. But after your 20 days @ 2.5 gigs/day, you can't download more than 0.25 gig/day for the next 10 days. After 30 days, you cant download/upload more than 1.66 gigs/day if you plan to d/u on a daily basis for the next 30 days...

BBR member itsa See Profile has made a neat little program to help you track your monthly usage (rolling 30 days) to get an idea what numbers Shaw is seeing from your account.

It is available here: »ShawCalc: keep track of your modem usage!

How can I track my bandwidth usage/how much I've transfered?

1. login to »secure.shaw.ca
2. under "My Shaw Internet Services", Click "Your Modem Usage"

if you can not see this link, you are not being "flagged" for using a large amount of bandwidth. if you are not flag, and you still wish to view your your transfer, you can phone shaw abuse department and ask them to activate it for you.

*Note If your account has not been flagged by the Bandwidth Team this feature will not appear in your secure.shaw.ca profile

What does Shaw consider to be bandwidth towards your usage cap

The plain and simple answer is everything you do on-line is considered bandwidth. As such it is counted towards your usage. Whether is basic web browsing or email. Any transfer of information is considered to be counted tords your cap


Does Shaw offer a webmail client?

Can I run a server on my residential connection?

Officially you're not allowed to run servers on residential accounts according to the AUP.

If you choose to, it is at your own risk.

How can I change my MAC address?

If you are using Win2K or XP, you can use this program SMAC to "spoof" your MAC in Windows to make it "think" your NIC has a new MAC address. This however does not change your hardware MAC that is programmed on your NIC.


please note this is a third party website. Use at your own risk

Please bear in mind that Shaw does not support third-party software or hardware that may alter or impact the connectivity of your service. This includes routers, firewalls (both software and hardware) or other third-party security and/or protection options. Use of these programs is at the user's risk and responsibility.

Also bear in mind that if you are changing your MAC address in order to gain a new IP address it is not always going to work.

General Shaw FAQ

Is there an official Shaw FAQ?

Yes, »www.shaw.ca/en-ca/CustomerCare/I ··· Support/

My modem is flashing/not flashing, what does this mean?

With Terayon, the online light (top one) will always remain on while the bottom two will flicker (send recieve) according to modem activity

With Motorola, the "Power, Receive, Send, Online" are at a solid green state.

With Motorola DOCSIS modems (SB5100, SB5101, SB5102 and SB5120) the Power, Receive, Send and Online lights are at a solid green state, and the PC/Activity light will flash rapidly when hooked up to a PC/Router (whether the PC or router is doing anything or not).

This is normal behaviour for the modem and you shouldn't be concerned.

How do I recommend a newsgroup to be added to Shaw's news servers?

If there's a group you want access to but isn't currently available with Shaw, you can recommend it be added via this link:

»secure.shaw.ca/apps/support/news ··· form.asp

What are the Shaw DNS?

Yes they are as follows:


Primary Server Name: nsc1.cv.gv.shawcable.net
Primary Server IP:
Secondary Server Name: nsc2.cv.gv.shawcable.net
Secondary Server IP:


Primary Server Name: nsc1.wh.vc.shawcable.net
Primary Server IP:
Secondary Server Name: nsc2.wh.vc.shawcable.net
Secondary Server IP:


Primary Server Name: nsc3.wh.vc.shawcable.net
Primary Server IP:
Secondary Server Name: nsc4.wh.vc.shawcable.net
Secondary Server IP:

(Either set of DNS servers will work for any Vancouver customers.)


Primary Server Name: nsc1.ht.ok.shawcable.net
Primary Server IP:
Secondary Server Name: nsc2.ht.ok.shawcable.net
Secondary Server IP:


Primary Server Name: nsc1.so.cg.shawcable.net
Primary Server IP:
Secondary Server Name: nsc2.so.cg.shawcable.net
Secondary Server IP:


Primary Server Name: nsc1.ar.ed.shawcable.net
Primary Server IP:
Secondary Server Name: nsc2.we.ed.shawcable.net
Secondary Server IP:


Primary Server Name: nsc1.nr.wp.shawcable.net
Primary Server IP:
Secondary Server Name: nsc2.nr.wp.shawcable.net
Secondary Server IP:

Does Shaw practice bandwidth shaping?

Yes, Shaw uses Ellacoya technology to manipulate speeds of bit torrent and other p2p applications.

I lost all my services and booked a service call when can i expect my services

This is usually booked as a "NO CABLE" call and is usually supposed to be completed within 24 hours of the booking of the service call, but if not fixed by 9pm the next day calling Shaw again is recommended.

Can I leave a review of Shaw on Dslreports

If you would like to share your thoughts about your services with Shaw, we would be more than happy to have you write a reveiw

Email Setup

If you need help setting up your Shaw Email. Shaw has walk through guide that can be found here

You can also find a list of all the Shaw email servers here

If your looking for traditional POP3 servers here they are:

POP: pop.shaw.ca
SMTP: smtp.shaw.ca

Please note Shaw only offers IMAP to business customers at this time.

I can't access a webpage? Is it me or Shaw

If you have webpage that you are having problems with. Check out this website. »www.downforeveryoneorjustme.com It will tell you if it's you or the internet.

SMC Wireless Gateway

Shaw has just released a new SMC wireless gateway. (modem/router combo) For information or DIY guides please check out this link »www.shaw.ca/Support/Internet/Har ··· i-Modem/

Digital Phone

I am thinking of getting Shaw's Digital Phone, is there anything i need to know

A: Shaw Digital Phone "MAY" not be available in your area yet, although this is changing all the time. You do not need any other Shaw service to have the Digital Phone but it is cheaper to bundle it.
Shaw's Digital Phone is more reliable then 3ed party VoIP services as it does not run on the internet like those 3rd parties. Other then running through the same cable as your TV and Internet it is completely separate from both.

To see if your eligible for digital phone »www.shaw.ca/en-ca/ProductsServic ··· alPhone/


What are the speed caps? How fast is Shaw?

Q: What are the speed caps? How fast is Shaw?

A: Shaw Speeds are always changing. To view Shaw's current internet bundles and speeds goto this website. »www.shaw.ca/en-ca/ProductsServic ··· nternet/

Q: The speed is capped at 10 megabit per second, why can't I reach the cap?

A: There can be many reasons why you are not hitting your cap speed. If your speeds are just below the cap that is normal, you will never hit the cap right on. Even on some 3ed party speed test you may go over the cap.

Q: What does shaw consider to be fast and reasonable during peak-hours?

A: Despite common misconceptions peak times should not affect you as a customer, this is even more true now with the new DOCSIS modems Shaw offers. Shaw takes speed very seriously and you should always be getting close to your advertised speeds. If you think you are having speed issues at any time run Shaw's Speed test at »www.speedtest.shaw.ca
There are also other reasons you may be having speed issues such as:
- a slow computer
- bad network card
- your router/hub/switch
- virus on your computer
If you do continue to have speed issues it is recommended that you book a service call from Shaw.

Q: I am not getting great speeds, what can I do?

A: First thing to do is run the Shaw speed test at »www.speedtest.shaw.ca
if your speeds are not around the recommended speeds, things you can try include:
- bypassing any router/hub/switch you may be using
- try the speed test again in Safe Mode-with networking as this will rule out virus's or other software on your computer causing the problem.
- if you have an older Shaw modem (cybersurf, terayon) consider swapping it for a DOCSIS
- Call Shaw tech support for more assistance, and if needed book a service call.
-If a customer has Broadband 100 or higher package, they must be using a Cisco modem provided by Shaw in order to reach advertised speeds due to a lack of bonding channels on SMC modems, they have issues reaching those higher speeds even though they are DOCSIS 3.0.

Q: Is my speed good?

A: If your speed is meeting the advertised speeds (check here »www.shaw.ca/en-ca/ProductsServic ··· nternet/) then your speed is good, but it may not be good for you, if you find your internet slow you may want to consider upgrading to a faster package.

Q: Does Shaw have a speed test?

A: Yes -> Shaw speedtest

You can also try BBR speedtest , speakeasy or

What does shaw consider to be fast and reasonable during peak-hours?

Speeds will vary depending on network conditions, Here is a list of common causes of slower than normal speed's:

- Viruses
- spy-ware
- the speed of your computer
- the quality of signal your modem recieves
- the speed of your hub/router
- your OS
- your RWIN and tweak settings www.dslreports.com/tweaks
- the connection of the address you are accessing
- the location of the address you are accessing
- the quality of the backbones between you and the address you are accessing
- the peering arrangements between you and the site you are accessing
- the type and size of file you are using to base your tests
- the time of day
- the number of users on your node actively using the internet
- the number of users on Shaw's entire network
- network congestion in general
- packet loss


When in doubt best to give Shaw technical support a call there open 24/7

What is Power Boost

For information on Shaw Power boost please check here

This product currently is free for Extreme I subscribers
It costs $2.95 a month extra for regular high speed

For Nitro and lite internet subscribers please check the link above

News Groups

What are the newsgroup server addresses?

Vancouver - shawnews.vc.shawcable.net
Calgary - shawnews.cg.shawcable.net
Edmonton - shawnews.ed.shawcable.net
Victoria - shawnews.gv.shawcable.net
Interior BC - shawnews.ok.shawcable.net
Winnipeg - shawnews.wp.shawcable.net

All news servers use Port 119

Does Shaw limit newsgroup access?

At this time we are not sure. What we do know is that news group access does count towards your total Bandwidth Cap.