fbpx

FAQ’s and Tech Support

Why are the lights on my router not turning on?

If there are no lights appearing on your router, this can be related to a number of issues.

If you have missed your activation date, your router will not have been able to connect to internet services. If you think this may be the case, please contact our customer support immediately so that we can set you up with a new activation time.

If your place of residence was not previously set up with the appropriate Shaw infrastructure, the router will not have been able to successfully create a connection with the internet services.   If you think this may be the case, please contact our customer support immediately so that we can set you up with a new activation time.

When do I plug in my new router?

Once you have received your router/modem in the mail, and you have been notified of an activation date, please connect your router the evening before your specific date so that your internet services get connected promptly on the morning of set activation.

I think my internet is slow, how do I check my speeds?

There are a number of online resources to check your internet speeds. Since we are using a Shaw product, we recommend using the Shaw speed test which can be found here. Simply open the link and click “GO”. If your internet is in fact running slow, please contact customer support so that we can begin the necessary troubleshooting process.

When do I pay my bill?

You will receive an invoice via email seven days prior to your internet payment date. If you have supplied the proper banking information, your payment will be withdrawn automatically. If you need to change your payment method, or account information, please contact customer support with your request.

Why does my payment say Sponsor Energy if I am signed up with another company?

Sponsor Energy Inc. takes care of the billing for a number of companies throughout Alberta. If you are signed up with one of our partners, your services and invoices will be branded as them, however your payments will be made to Sponsor Energy Inc..