: Gateway pre-purchase questions
2012-04-30, 01:45 AM
If you have at least two services with Shaw, the equipment will be 'warrantied for life' so that shouldn't be an issue. Just make darn sure Shaw says it's OK for the equipment to be sold to you and that the owner releases them from their account.
I'd be careful about assuming Shaw will provide a lifetime hardware warranty to devices purchased second hand.
After getting a Gateway system, I loaned my old Motorola PVR to my in-laws. During the process of transferring the device from my account to theirs, the CSR made it clear the lifetime hardware warranty only applied to the original owner (me) and would not be extended to my in-laws, even though they have three services with Shaw.
We had a brief discussion over the distinction between "loaning" and "selling", but as far as he was concerned, once the hardware was taken off my account, and added to someone else's, I ceased to be the owner and thus the equipment was no longer covered by any warranty.
Given that different CSRs seem to provide conflicting information on a regular basis, this may, or may not, be Shaw's official policy with regards to second hand hardware. I'd recommend getting the warranty status of the equipment confirmed if it is a major concern.
2012-04-30, 02:18 AM
Given that the oldest Gateways are only just now approaching a year in service, there is still at least 2 years remaining of the original 3 year warranty that Shaw offers, IIRC. It used to be that Shaw offered 'lifetime warranty' to 'triple play' customers only but with the introduction of 'Shaw Friends' it is also clearly stated in the 'benefits' of being a 'Shaw Friends' member. Any equipment that is added to your account, especially if it's still under warranty, is certainly included in that coverage.
I have confirmed this several times in the past by speaking with Shaw and it has also been confirmed here by Shaw employees. Still, if the purchaser has any doubts, it is certainly worth mentioning and also discussing with Shaw prior to making any purchase of 'used' equipment.
Be aware that not all CSRs know or correctly understand all the terms of the different 'benefits' that go along with the different 'groups' Shaw has (Triple Play, Shaw Friends, Etc.) so don't get discouraged if at first you get an answer that disagrees with what has been described here. Just ask for some confirmation from a supervisor or from the Technical or Service department.
2012-04-30, 08:27 AM
The reason you have to make sure that the seller has released the equipment from his account to so that Shaw can ensure that the equipment is not stolen. If the seller hasn't released it then Shaw has no way of knowing that the equipment isn't stolen.
To me this makes total sense. I have had some customers mad at me when I couldn't activate a pvr that they got from their buddy, but how am I to know where they got it from?
2012-05-01, 05:47 PM
I think gateway is different with the conventional pvr's or dct's interms of re-activating it on a different account.
My understanding is that gateway needs to go back to the warehouse to de-provision it and run series of tests on it to check it's condition (whether if it can be re-deployed or not). I think it's the same thing with phone modem (DPT), warehouse makes sure that it's de-provisioned or disassociated from the old account, it passes all tests, etc. Unlike the old pvr's all we need to make sure is it's released and removed from the old account to activate it on a different account.
2012-05-03, 12:39 AM
Gateways don't need to go back to Shaw once they have been activated. There will still need to be a Tech visit to ensure the MoCA filters go in the right place/s and to ensure proper signal levels. The rest is just keystrokes that can be done while the install is happening.
2012-05-03, 10:53 PM
All equipment can come straight from one account to another. The phone modems are usually swapped because they can be a huge bitch if it isn't done properly, but it's definitely able to happen.
For the gateways there is no issue at all moving them from one account to another.
Warranty's are 3 years from when the box is first activated, doesn't matter if it's new or used or has been on 300 accounts. Lifetime warranty applies to any equipment that is a triple play, or part of shaw friends, which can be double or triple play.
2012-05-05, 10:37 AM
Be careful about what Shaw Friends lifetime warranty assumptions you make. See No lifetime warranty for non-Shaw-purchased equipment? (http://www.digitalhome.ca/forum/showthread.php?p=1411668#post1411668).
2012-05-06, 12:14 PM
Make sure to read my post in that thread. (#169)
3rd party (authorized agents such as LD, BB, FS, etc) buys are also covered.
Not sure about second hand, as I forgot to ask.
2012-05-10, 05:19 PM
See my post in Shaw Gateway portal 1 to 1 Trade In Question (http://www.digitalhome.ca/forum/showthread.php?p=1413018#post1413018) about important limitations on our ability to trade older devices towards Portals.
I recommend exploring these carefully before committing to a Gateway/Portal purchase. I wish I had known just a few weeks ago what I know today.
GamerGuy, your interpretation about the warranty seems to have been confirmed (http://www.digitalhome.ca/forum/showthread.php?p=1413019#post1413019). Second hand units too said to are covered, subject to some conditions.
2012-05-28, 12:27 PM
Please see Free lifetime warranty has been dropped from Shaw Friends (http://www.digitalhome.ca/forum/showthread.php?p=1417265#post1417265) for information about the disappearance of the lifetime equipment warranty for Double Play Shaw Friends customers.
If you are contemplating purchasing the Gateway/Portal system, ensure that the 30 day return policy is still in effect when you buy and double check everything that you think you know.
It appears that caveat emptor and here today, gone tomorrow, still apply, in spades. We really cannot take anything for granted.
2012-05-28, 12:49 PM
I am on triple play. I just went online, Shaw Friends does not mentioned anything about the life-time warranty any more.:confused:
2012-05-28, 01:20 PM
TechGuy8, as I understand it, and was told,
Triple Play customers always get lifetime warranty on their equipment regardless of Shaw Friend or not, so I think to avoid any confusion the info just got removed from the page all together.so Triple Play customers should be OK.
2012-05-28, 03:22 PM
Let's please carry on the warranty discussion in the original thread.
This thread should be for Gateway-specific pre-purchase questions only.
2012-07-05, 02:15 PM
I'm planning to buy a Gateway and 2 portals, with two 3400's as trade-ins. The timing is indeterminate, but is likely within 6 months.
Aside from Future Shop, London Drugs and Shaw itself, where are the best places to look for pricing specials?
I'm in Vancouver.
2012-07-05, 04:03 PM
.... and is there a new version, if so, worth waiting for, and when?
2012-07-05, 04:13 PM
Search and read the threads here in the Gateway forum. Your answers are here already. ;)
2012-09-15, 12:09 PM
I'm a Sasktel whole home PVR user and am reasonably satisfied with the system but they don't offer the TSN Jet's channel so if the NHL ever gets going I need to make a change.
I'm debating heavily between the Gateway system and Bell Satellite. The promo pricing and bundling offered by Shaw is very appealing as is the whole home functionality. I'm struggling to see committing to a $900ish hardware purchase if the system is as glitchy as it sounds in these forums.
I'm pleased to see that Shaw is continuing to develop the product. The question I have is, is it there yet? And what are the remaining glitches that are going to drive me nuts?
Does anybody have or know of a summary of issues/resolved and issues/outstanding?
2012-09-16, 07:55 PM
Keep in mind people are far more likely to report their misgivings then they are their positive experiences.
I'm quite thrilled with my gateway. I've had issues for sure, but I don't regret my switch in any way. Was previously with shaw with the motorolla pvrs.
With each software release it improves, but admittedly Shaw has been slow to release features many of us are waiting for, like smartphone control, and the networking capability.
I haven't looked at other provider forums as they don't apply to me, but is the general community on the bell satellite forum all rainbows and lollipops? When looking at the hardware, and you getting end of life fully capable hardware, or are you getting something that is going to expand and continue to improve?
I'm not trying to sway you one way or the other, just cautioning you not to see the troubleshooting and bug reports on here as a doomsday warning for the hardware.
2012-09-17, 09:17 AM
A few months ago I would have told you to pass on the gateway. However since the 7.0.4 software update in August I have been extremely pleased with the product. Most issues have been resolved.
You just have to read the 7.0.4 software update forum and you will see that the complaining has stopped. What people want now are features . They want DLNA enabled etc.
Things I like about the gateway: 6 tuners, there is never a recording conflict. I can start watching a recording in one room and continue later in another room.
At this point I would definately recommend the gateway.
2012-09-17, 09:04 PM
I agree with Hairball. Have had the system for almost a year and most of the bugs have been fixed. It performs very well now. I would highly recommend Gateway.