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Business Profile

Internet Services

Shaw Communications Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample. 

Complaints

This profile includes complaints for Shaw Communications Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Shaw Communications Inc. has 29 locations, listed below.

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    Customer Complaints Summary

    • 258 total complaints in the last 3 years.
    • 94 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/04/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im on a * year contract till ** February 202*. My contract price is $****** per month plus taxes. Since the take over of Shaw Cable and Fido by ****** communication, every few months they are telling me ( many others like me) for increases in their price of their boxes ( * months ago) and now increase in internet and home phone services. * months ago ****** was in the news because of many complaints and they backed off from the increase in Their box price. They also assured me that there would be no increases till the end of my contract, which they sent me a copy of. * months later and they want to increase the price of their **************** by $**** per month and their home phone service by $**** per month plus taxes. Can someone stop this company from this malpractice and breaching of their contract with the customers. What is the point of a fixed price contract?

      Business Response

      Date: 02/04/2025

      We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We have reached out to the customer via telephone to discuss their concerns and resolved the complaint to their satisfaction. Thank you

      Customer Answer

      Date: 02/04/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******* *****

    • Initial Complaint

      Date:31/03/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

      I signed agreed to services with them for all services on one bill and was like this for months than with out warning or my consent in January they changed it to * bills I want it changed back to * bill immediately

      Additional Comments made by the consumer:

      *****2025: One reason why I went with ****** is that all services were on 1 bill in January they changed it without any permission. I want them to change it immediately plus I made payment arrangements with them that * days later they are denying that they ever happened.


      *****2025: * points1 I made a payment arrangements with them calling them ** ** * days for ***************** They said they would take care if it. But they didn't cut me off and were rude about it. **d I signed up to have both Internet and cell phone services o. The same bill they changed it with out my approval in January they are to fix it at once without questions or resistance . * they are to improve their culture and customer service as it is atrocious.

      Business Response

      Date: 07/04/2025

      To address the customer's concerns, we do need the customer to verify their account. We emailed the customer to complete the account verification on April * and *, *0*5, but to date, have not heard back from the customer.

    • Initial Complaint

      Date:14/03/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** charges its customers a month in advance every single billing period and, if you don't give them money for the next month in advance, they place a late payment charge on your account. No other utility company that I have ever used does this. I always pay the "Due Now" amount as shown on the invoice but I do not pay in advance for a time period that I have not committed to. The attached shows that despite paying my Feb bill ** DAYS IN ADVANCE, they still charged a penalty fee as I didn't pay for the next month ahead. I consider this a fraudulent billing practice, not to mention being bullied by them, as they are saying that I OWE something that I don't. It's just a way for them to make more money. I am asking that this practice be stopped and, if not stopped, then investigated.

      Business Response

      Date: 19/03/2025

      We have been in touch with the customer and provided a response to their complaint. Additionally they have been notified of their right to submit a complaint via the ****.

      Customer Answer

      Date: 24/03/2025

       
      Complaint: ********

      I am rejecting this response because: there was no solution to the complaint. In addition to justifying their business practice, they also gave false information saying that ***** does the same thing - I've had a ***** account for many many years and I can tell you that statement is false, and also said that its an industry wide practice which it is not. It was clear to me that my complaint meant nothing to them; basically letting me know that if I wasn't happy I could complain somewhere else, ie to the acronym they mentioned. I will be pursuing a different internet provider within the next few months. 

      Sincerely,

      ******* ****

      Business Response

      Date: 26/03/2025

      The customer has been made aware of their right to submit a CCTS complaint.

      Business Response

      Date: 27/03/2025

      While the customer remains unhappy with our explanation, they have been notified of their right to submit a complaint via the ****.

      Customer Answer

      Date: 28/03/2025

       
      Complaint: ********

      I am going to add here that the other ***** claim made by the **** agent was that, completely aside from the months billed in advance, I am also two months behind on my payments and told me that if I were to make my regular payment and then an additional payment before the due date, it would catch me up. This claim is patently untrue as verified by their bills to me showing the payments due - ie, if I were in fact * months BEHIND, it would be reflected on my bill which it's not because I am NOT * months behind. Despite me pointing this out, more than once, he persisted with this false statement. 

      I am not unhappy with the technical service provided by **** but I am unhappy with the fact that they are demanding additional funds from their customer base in the form of "late fees" for a time period that has not even happened yet. In my opinion this practice should be investigated and they should be forced to cease such practice. Although on any individual bill it might only be $****, over their entire customer base this is is a LOT of money that is, in my opinion, appears to be a ********** or at least nefarious financial gain. 

      Sincerely,

      ******* ****

    • Initial Complaint

      Date:10/03/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was on a * year contract with ****/****** for home internet and television. I was * year and * months when I cancelled the subscription. Over the *** before, my monthly rates started to increase. I then cancelled the account to move to another supplier in the beginning of January. My contract was for $*** per month but the billing had steadily gone up to $*** per month. I am now being charged the "early cancellation fee" of $*** as my original contract was to end in October. As far as I am concerned the contract was broken when I was charged more then the contracted value and should not need to pay the cancellation fee.

      Business Response

      Date: 12/03/2025

      Spoke to customer and provided explanation; however, customer remained dissatisfied.

    • Initial Complaint

      Date:07/03/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My internet stopped working the evening of March ***. I contacted tech support who advised me that my legacy modem had been discontinued and disconnected. They said they had contacted clients by email to notify them and to get a new modem, but I never received any emails or any form of contact from **** together with ******. I contacted **** to get a new modem, and was told it would not receive it until the following week. As a result of the issue, I will be left without internet for up to * days. As someone who works from home, I will lose hundreds in wages on top of not receiving the services that I've already paid for. The customer service team was not knowledgeable and was unwilling to escalate my issue to someone who could assist further. I am requesting a minimum of 1 month refund for the services paid, which is reasonable considering the lack of contact from the company, sudden loss of service, and loss of wages as a result of the incompetence from ****.

      Business Response

      Date: 07/03/2025

      Re: Better Business Bureau Case #********.
      We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB).  We thank you for your patience while we are currently investigating these concerns.

    • Initial Complaint

      Date:31/01/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In August of 2024, I cancelled my service with **** after my contract expired due to poor internet service. I had recently moved and planned to switch to another company's service that my neighbors were happy with - all of which cited "**** is terrible in our area, many people have issues". In the interim, I used our Starlink. **** called me ***eatedly offering "great deals" (more than the other company's service) but I was unable to get a reasonable install date/time due to being rural, so I opted to re-sign with **** and do self-install which the other company doesnt offer. I was ASSURED my modem and package was the issue - the modem I had (from ****) allegedly had known issues with dropping connection and there was an updated model, and having a higher speed plan would fix all issues. I asked REPEATEDLY if this was guaranteed, and the *** said it was. If I had issues I could cancel without penalty within ** days. Signed Sept **, 2024 and installed a couple days later when the modem arrived. Surprise, still the same issues of connection dropping and having to reset the modem a few times a day. I complained several times and finally at the beginning of Oct, I opted to cancel, and signed a new contract with ***** Oct 6. We returned to using ******** in the interim and had ***** installed Oct **. I did not hear from **** until January **, 2025 stating my account was being sent to collections for non payment and had accrued over $**** in unpaid charges for service from Oct-Jan, an early cancellation fee, and unreturned equipment fee. The *** said my account does not show ANY complaints/tech calls, called me a liar, and said pay the bill before hanging up. I spoke to **** again Jan 30th and was told there is nothing they can do and they will not remove any of the charges, that I have to pay the fee for early cancel as the ***** period only applies to "new" customers, not returning customers.

      Business Response

      Date: 10/02/2025

      We have reached out to the customer in an effort to resolve their concerns.

    • Initial Complaint

      Date:23/01/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The collections agencie ARO that works with shaw communications fail to remove two bills i helped my son out as i am his trustee for all accounts. Require assistance and for them to remove my name from collections as it was two bills i paid on time. Two dates were paid regarding two bills which I paid for in full for February **** and May **** 2024. They requested transaction records to state the payment however The credit beurau has declined the bank statements that was provided to the *** collections agencies File # ******* refrence numbers are **** amount $****** and # **** at $ ****** even though it stated the amounts paid for the time period it was required from. Amount paid Requesting assistance as they are not responding to what the bank has provided for evidence and confirmation. As well rudely decide when spoke to the worker on the phone. Requesting name be fully removed from collections and as well it's paid in full letter as well.

      Business Response

      Date: 23/01/2025

      We have reached out to our customer and provided our direct contact details and availability to discuss their concerns at their convenience.

    • Initial Complaint

      Date:13/01/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Better Business Bureau,I am writing to formally dispute a collection item reported on my credit bureau, which I believe is inaccurate and unfairly affecting my ********* the summer of this year, I began receiving calls from a collections agency claiming I owed money from 2019. When I inquired further, I was provided no details or proof regarding the origin of this debt. As a former **** customer, I have records showing the final payment on my account was made in full, leaving no outstanding balance.Despite my requests for documentation or evidence supporting this claim, none has been provided. To resolve the matter and mitigate the impact on my credit, I reluctantly paid the amount demanded. However, the collections agency has since refused to remove the derogatory reporting from my credit bureau.This situation is highly concerning, as the debt appears to be unfounded and lacks proper documentation. I kindly request your assistance in addressing this issue and ensuring the inaccurate reporting is removed promptly.Thank you for your attention to this matter.

      Customer Answer

      Date: 14/01/2025

      This is showing the collections contact. 

      Business Response

      Date: 16/01/2025

      We have reached out to the customer and worked to address their concerns. 

      Customer Answer

      Date: 17/01/2025

      I will accept once I have received my letter 

    • Initial Complaint

      Date:07/01/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **** keeps emailing about an overdue payment. This means they have my contact info but they won't send the bill to this email. Calling them is takes hours of time and chat is not able to pull up the bill

      Business Response

      Date: 07/01/2025

      We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We have been in contact with the customer and are working to resolve their issue. Thank you

      Customer Answer

      Date: 08/01/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** ***

    • Initial Complaint

      Date:07/01/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been unable to find a way to include an attachment from **** webmail on my cell phone. I just got off the phone with one of the agents who told me that you are no longer able to include attachments in an email. I asked her to please escalate my problem to someone that may have more knowledge of the issue. No matter what I said she told me to call back in a day or two. This is not the service I asked for. My new cell phone is a ******* *** Ultra if that makes any difference, which to me it shouldn't as I'm using a website. All I want is some instruction on how to do the attachment. Everything on the **** website, when you click a link to find a solution the page does not exist. Hopefully now you can see my problem!

      Business Response

      Date: 07/01/2025

      Re: Better Business Bureau Case #********
      We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB).  We have currently reached out to the customer directly with our direct contact information and are waiting for their response.  

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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