OK i am not a computer wiz but if you are using your computer to chat with Shaw they know that your computer is not in Canada, unless you are using a hide my ### program ,it is not much of a leap to assume that is how they know your Shaw box is not in Canada. I use a my Vonage phone and always call them if I have a problem Shaw has my Vonage phone registered as my home phone so I have no problem getting service here in Mexico.