• FAQ

    Please check the list below to find the answers to your questions.

  • Want to work at Shaw Media?

    Shaw Media is dedicated to reflecting the diversity of the communities. For more information on our initiatives, visit shawmedia.ca. Interested in a career or internship opportunity? Click here.

    Looking for transcripts, stories or copies of Global National news?

    Watch it online at http://www.globalnational.com.

    Looking for a copy of an episode of Entertainment Tonight Canada?

    Please contact Cision Media at 1-800-363-1281 or visit http://www.ca.cision.com for more information.

    How can I watch a previously aired news broadcast?

    Please visit www.globalnews.ca and select your region.

    How do I submit a Public Service Announcement?

    Please contact your local Global News Television station.

    Why is my show not on at its regular time?

    Generally, when a show is pre-empted it is done because the originating US Network has chosen to air a different program in that time slot, one for which we do not own the program rights. We then fill that time with programming we have in our library.

    Why was my show cancelled?

    Occasionally, a show may be cancelled by the originating US Network mid-season. When this happens, we do not have the rights to broadcast the remaining episodes. It is our hope that alternate programming on the Global Television schedule compensates with many hours of viewing pleasure.

    Why did Global change the time/day that my favourite program airs?

    Scheduling decisions are always made after careful thought and consideration. Although we realize that not every decision will please everyone, we care a great deal about our audience and we welcome viewer feedback and comments, to help us continue making informed programming decisions.

    How do I obtain copies of programs/episodes that I missed?

    Global Television does not have the rights to sell or distribute any of our programming; we purchase only the rights to air them. We can send you contact information for certain Canadian programming (if available on file), should you wish to contact the production companies to obtain distribution information.

    High Definition Inquiries?

    Global Television in Ontario currently provides an HD stream to some of the larger BDUs - broadcast distribution undertaking (BDUs are your local cable or satellite providers). We will be addressing each Global station over a period of time and not all at once. There is no over the air transmission available yet, but we expect to have an over the air HD transmitter up and running for CHCH Hamilton, Global Ontario and Global BC. After they are set up and running, Calgary and Edmonton will follow for an HD transmitter, followed by the remaining Global Networks. Detailed specifications (i.e. the actual channel #'s) will come at a later date. Simulcast Substitution (SimSub) of our Global signal atop a U.S. broadcaster's signal carrying the exact same program at the exact same time will continue as per the CRTC, however that said if for example NBC is airing an HD version of the same show we only have available in SD (Standard Definition), then the BDUs should not be initiating that SimSub. Your patience is appreciated.

    Will my program/episode be repeated?

    Many episodes of our programs are re-aired at some point. To determine if the program you are interested in is currently scheduled to be rebroadcast, or specific programs and episodes, we suggest checking your local television listings for the exact date and time when particular episodes will be shown again. Or check our daily online listings at www.globaltv.com/schedule/index.html

    Why do you include "pop-up ads" at the bottom of the screen during a program?

    All standard banners during program broadcasts are provided to inform our viewers of any upcoming programs of interest or time changes as a value-added service. Overall our many viewers across Canada consider this an enhancement of their viewing experience.

    Question or comment regarding Consumer SOS?

    Email Sean O'Shea at sos@globaltv.com or call 1-866-SOS-1414.

    Question or comment regarding 16x9?

    Email tips@global16x9.com or call 1-877-TELL-169 (1-877-835-5169).

    Have great weather shots?

    Send your digital pictures/ or video, along with your name, location and a description of the weather event to: skytrackers@globaltv.com. By sending us pictures or video you hereby give Global News permission to use those images on television, on our website and on any other Global broadcast, print and web properties. All pictures and video sent to us become the property of Global News.

    Can’t find the answer to your question?

    If I'm with a participating TV service provider, where do I sign in?

    To learn more about signing in with your TV subscription check out this how to page.

    I don't have cable. Can I watch Global shows without signing in?

    Yes. Most shows are available to stream without sign-in for the first 7 days after broadcast.

    How long is content available?

    All on-demand content is available to everyone for the first seven days post broadcast airdate. After that, the videos require a sign-in with your TV service provider username and password. Once signed in, you will have access to some full seasons of content, so you can catch up at any time.

    What if I have forgotten my username and password from my TV provider?

    Please contact your television service provider to gain access. Global does not store or provide that information. For Shaw customers, please see the Shaw Go sign in page here.

    Can I watch live TV?

    Yes, if you sign in with your television service provider credentials. Just click on the “Live” section and sign in. You will then be presented your closest Global channel.

    How many people in my household can sign in at the same time on devices?

    We currently limit the sign-in at five per account.

    Why is the episode I'm looking for not online yet?

    Generally, when a show is pre-empted it is because the originating US network has chosen to air a different program in that time slot, or the show is on a temporary hiatus.

    Why can't I view some of my favourite shows online?

    Due to our broadcast agreements with some of our shows and their originating networks, we do not own the rights to stream all shows on the Internet. The length for which we can stream the episodes of certain shows for which we have streaming rights is predetermined by the originating network.

    My show keeps buffering and won't play. What's going on?

    Ensure the web browser you're using is up to date (we recommend Chrome or Firefox) as well as your Flash player, then restart your computer.

    Can I stream Global shows outside of Canada?

    You will not be able to watch video outside Canada as the content is only licensed for audiences in Canada.

    It says I’m not in Canada, but I am. What’s going on?

    It sounds like you could have a browser extension that is modifying your IP address, so our video player thinks you're in the U.S. You might not even realize you have it running! Turn it off and your computer or device will reconnect to your Canadian IP in a moment.

    Do Global videos include advertisements?

    Our shows include video advertisements that may play before, during, and after video playback.

    Can I download shows and store them on my device or computer?

    No. You can only stream content while connected to the Internet. There is no option to save or store content locally on devices or computers.

    How do I turn closed captioning on or off?

    You can turn closed captioning on or off by clicking the "CC" button near the volume on the web video player.

    What do the locks mean?

    Locks represent content that is available only to signed-in users. Once signed in, all locks will become play icons, and you will have access to some full seasons of shows.

    Can’t find the answer to your question?

    What is the Global Go app?

    Global Go is a video app created for iPad, iPhone, iPod Touch, and Android devices. It provides your favourite Global shows as well as access to live content.

    How do I access Global Go?

    Once you have downloaded the app from the app store, just start watching! On-demand content is available to everyone within seven days of the broadcast airdate. After that, the content requires a sign-in username and password associated with your TV Service Provider account. Live TV also requires a sign-in.

    I do not pay for cable. Can I watch Global shows without signing in with a TV provider?

    Yes. Most shows are available to stream without sign-in for the first seven days after broadcast.

    How much does it cost?

    The app is free to download.

    How long is content available within the Global Go app?

    All on-demand content is available to everyone for the first seven days post broadcast airdate. After that, the videos require a sign-in with your TV service provider username and password. Once signed in, you will have access to some full seasons of content, so you can catch up at any time.

    Why isn’t my TV provider listed?

    Global Go is available to all Canadian TV cable, satellite and IPTV providers. Please check back soon to see if your television provider is enabled on our app. To speed up the process, please contact your service provider to inquire about this service offering.

    Can I watch live TV?

    Yes, if you sign in with your television service provider credentials. Just tap on the “Live” icon and sign in. You will then be presented your closest Global channel.

    Will Global Go use my cellular data plan (3G/4G/LTE)?

    You have the option in “Settings” to restrict content playback to WiFi only. If you choose to allow Cellular Playback, you may incur mobile data plan charges.

    Can I download shows and store them on my device?

    No. You can only stream content while connected to the Internet. There is no option to save or store content locally on the device.

    Can I use the Global Go app outside of Canada?

    You will not be able to watch video outside Canada on this device as the content is only licensed for audiences in Canada.

    It says I’m not in Canada, but I am. What’s going on?

    If you're connected to your home wifi, you could have a browser extension that is modifying your IP address, so our video player thinks you're in the U.S. You might not even realize you have it running! Turn it off and your computer or device will reconnect to your Canadian IP in a moment.

    Is the content within the app the same as on your website?

    You can enjoy almost all the full episodes currently residing on GlobalTV.com. The few exceptions are determined by licensing agreements.

    Does the Global Video app include advertisements?

    The app includes video advertisements that may play before, during, and after video playback.

    Which devices does the Global Go app work on?

    iPad, iPhone, and iPod touch devices running iOS 5.X or newer, and Android with OS 4.0 or greater.

    Why am I hearing audio only with no video imagery?

    In low connectivity areas the device transfers playback to an audio-only version of the show file. If you are on a 3G network, please try connecting to a stronger Wi-Fi connection to resume video playback. If you are connected to a Wi-Fi network but out of range, please reorient yourself to obtain a stronger connection.

    What if I have forgotten my username and password from my TV provider?

    Please contact your television service provider to gain access. Global does not store or provide that information. For Shaw customers, please see the Shaw Go sign-in page here.

    Do I have to sign in every time I open the app?

    No. The sign-in will be valid with a token that will last 30 days, and will reset for another 30 days every time to open the app. So, if you sign in once and come back every week to catch up on your favourite shows, you will not need to sign in again.

    How many people in my household can sign in at the same time on devices?

    We currently limit the sign-in at five per account.

    What do the locks mean?

    Locks represent content that is available only to signed-in users. Once signed in, all locks will become play icons, and you will have access to some full seasons of shows.

    I am having problems downloading Windows 8 the app from the Windows store. Why?

    To download the GlobalTV App from the Windows store you must be using a Windows 8 PC, laptop or tablet. In addition, make your device's regional settings are set to Canada (not the United States). Here's how: http://windows.microsoft.com/is-IS/windows7/Change-the-country-or-region-setting

    What is the in-app video content offering?

    The content offering mirrors that of Global's online offering (GlobalTV.com), with a few exceptions determined by licensing agreements. The length to which online content can remain in the app is governed by different licensing agreements.

    The W8 video quality is pixelated at times. Why?

    The Global TV app for Windows 8 (and indeed, GlobalTV.com) uses "adaptive streaming", an innovative technique that ensures the quality of video is commensurate with the strength of your Internet signal. This way, even those using devices with weak signals are able to enjoy the content. Should the video appear grainy/pixelated, it is likely due to the strength of your device's Internet signal.

    Are there any costs associated with the Global TV app?

    The Global TV app is free to download and use. When outside a Wi-Fi area, your device might access data through a 3G cellular network, which may incur data costs - particularly when roaming. Verify with your cellular provider how you will be charged for data usage for streaming video on cellular networks.

    How do I download the Windows 8 app for Global TV?

    The app is available for free at the Windows Store. Find it at the following location: http://apps.microsoft.com/webpdp/en-CA/app/globaltv-com/6fa3886a-9a36-405d-8b12-2f9b845297d0

    How long is content available within the W8 Global TV app?

    Content is governed by different licensing agreements. As with our website, content typically expires after about 7 days. Please note that, for US-based shows, we currently do not have rights to run repeat episodes.