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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

    • 259 total complaints in the last 3 years.
    • 96 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:24/01/2023

      Type:Product 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 closed my **** account in September 2022. I was supposed to get a refund from **** ****** dollars. I have called **** customer service minimum 8 times with no result.. The **** policy is double standards, because when you own **** money, they can just simply cut off your service but if they own you, you will never get it back. My account number is *************. Thank you.

      Business Response

      Date: 24/01/2023

      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 reached out to the customer via telephone to discuss their
      concerns and are working on resolving the matter.

    • Initial Complaint

      Date:19/01/2023

      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.
      We have been with **** for Internet and tv for several years and we have had less than great internet. In July of ******************************************************************************** April of 2022. Since moving we lose connection several times an hour, we have internet and tv go down multiple times a week. Service has drastically declined from our old location and even then it was less than ideal. After speaking to their tech and having them come out we were told there is a known issue in the area on their end that has an undetermined repair date and the *** mbps we can get is 250 rather than the 750 we are paying for. My wife requires Internet for the job she returns to in February so I am trying to cancel services to switch providers to a reliable internet connection. They want to charge us a $280 cancellation fee for cancelling a year early even though they cannot provide their end of the contract. I have spoken to their customer service and they refuse to waive the fee.

      Business Response

      Date: 20/01/2023

      ****** Technical Team has contacted the customer and will continue to investigate.

    • Initial Complaint

      Date:16/01/2023

      Type:Order 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.
      I first entered a two year contract with **** for $125 a month on Jan 4, 2021. One year into it the rate changed to almost double. I talked with them and they put the bill to a lower amount not back to the original agreement of $125. it settled at a $140 ish Now comes the problem I started my new 2 year contract with **** mid December *************** less **** charged me for some monthly fee. I called them and the rep said he was going to fix it and my next bill would be a lower bill to reclaim the overspend i paid. Only the credit on the next bill is not correct and they still owe me for the overcharge. Not only that but at the time of the renewal there were sign up bonuses and such. Nothing was applied to me. I was never out of my contract with them. I would appreciate some other eyes trying to sort this out. ********************

      Business Response

      Date: 16/01/2023

      We have reached out to the customer and resolved his concerns. 

      Customer Answer

      Date: 16/01/2023

       
      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:10/01/2023

      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 canceled My **** services back in September, returned my equipment as of October 5/6 as per my supporting documents. Now **** is attempting to make me pay for something I have returned. I have emails confirming both products were returned and now **** is attempting to get more money form me. I would like the company to contact me and have these charges reversed immediately.

      Business Response

      Date: 12/01/2023

      We have been in contact with the customer and resolved the complaint to his satisfaction. 

    • Initial Complaint

      Date:03/01/2023

      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 had a **** internet service with 2 year contract and started from 2021 and end June/July 2023. After 6 months I have so much problems with internet. I did phone them and whatever they use to told I did but didnt work. They also came couple time and checked and change what they think and tried to fixed. After every time they does something then its good for an week then the problem back again. Because of that I had missed many important meetings. Well I tried to do what they said and they tried to fix but didnt fixed. In June 2022 on *********************** different house so I phoned them and told that I want to disconnect **** internet service as I have so much problems so I asked how I can send the modem back. I also requested them not to charge full contract left over money..The lady gave a no. and told to go Canada post. I also requested if there is a email address I can communicate. She said no Well then I send the modem and they send a confirmation email on July 15/22. On November/22 **** phone and send a bill of $372.70 which including the contract due. However, when I spoke with the guy the last he told me I have to pay $120. So, when they send me the bill i paid $120 on November 8/22 as they send the bill on November 1/22. But the guy said that I have to pay also monthly payment till November/22 as my connection was not disconnected. I told the guy I did phone and send the modem and after you received you should disconnect but not you keep connected and now asking me to pay. I believe which is not fair. Then the guy said that I have to use word disconnect my line. I said I asked for a code to send back the modem and also requested for email to explain why I am disconnecting but the lady was unable to give an email. I also said that how you think without modem I am using internet or in your system it should show there is no connection. Therefore, I think **** should not charge me after returned the modem and removed that extra charge from my account.

      Business Response

      Date: 04/01/2023

      Contacted customer via phone to discuss resolution. We left a voicemail with our direct contact details to reach us to confirm resolution.

    • Initial Complaint

      Date:03/01/2023

      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 was sent a credit with the remainder of my bill on Dec 1, 2022 for payment. **** put me into collections on Dec 3, 2022. On the bottom of the bill it gave me till Dec 26 to pay. Due to the holiday it was paid on Dec 28. I would like this removed.

      Business Response

      Date: 10/01/2023

      We have been unsuccessful to date in reaching the customer. We have also left voicemails including our direct contact information but have not heard back yet from the customer.

    • Initial Complaint

      Date:13/12/2022

      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 up for Shaw Communications on November 2, 2022 and was charged $79.00 to my credit card on November 4th. The next day when I contacted my previous provider to cancel, they were able to offer me a better service for a cheaper price than what Shaw Communications had offered. November 3rd, I called Shaw Communications to cancel the set-up. I was informed that my $79 would be refunded. December 3rd, 2022 I received an email from Shaw Communications about my next bill. I was confused about this, and when I checked to see if I had been refunded yet, I was able to see that I had not yet been refunded. I reached out to Shaw Communications support to find out what the email was referring to and when will the refund happen. I was told the email was about my refund and it should be coming any day now. December 12th, I still have not received the refund so I once again reached out to Shaw Communications support. They first told me it would be refunded by Friday (December 16) and that unfortunately they didn't process the refund until today (December 12). I was shocked to hear this and quite upset. I asked if I could speak to someone who could explain why it was never processed. I was told no one could answer that for me but it will be refunded in a week. I asked, before Friday and one week are two different answers so please clarify. They tried to say they never said Friday. And would not send me a transcript of the conversation when I asked for it. I believe they tried to not refund my $79 and if I had not followed up, they would never have given me my refund. I do not think that is good or fair business practice.

      Business Response

      Date: 19/12/2022

      We attempted to contact the customer to address their concerns. 

    • Initial Complaint

      Date:13/12/2022

      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.
      On Monday dec 5 2022 our internet service was disconnected due to non payment. We connected to a **** agent online who told us once we pay in full they will immediately reconnect the service. I was told it would take 5-7 minutes. Once I paid they couldn't restore my service. They wanted to wait until the 8th to send a technician but after talking to a supervisor we got one the next day. He came out and told us there is nothing he can do and it's an office issue. Since then we have got nothing but a run around from ****. They told me it would be resolved by Friday. It was not. I requested 3 separate occasions to talk to a supervisor after and was told all 3 times one would call me back, I have not got a call back. I haven't been able to talk to a supervisor since dec 8th. When I try to chat on their website the agent just says it's pending and immediately disconnected the chat. I'm in a contract and they have not been able to provide my service with no explanation and I'm sick of this I just want it resolved.

      Business Response

      Date: 15/12/2022

      Per our records, issue was resolved through our technical team on December 14, 2022

    • Initial Complaint

      Date:07/12/2022

      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.
      So back in May 2022 we moved to a different city and had to cancel our service with shaw communications. Upon checking I was told that there is a penalty to cancel the contract at that has to be paid altogether. Upon returning the device I will be getting a credit of $50 the bill would be adjusted accordingly. During this time I kept a regular contact with the company informing them about every change and also the status of the device return. The day device was sent in the mail I informed you to provide me with the corrected bill so I can clear the remaining charges, The agent told me that since the device is not received yet they cannot make any adjustments. When I did not hear from **** for another week or so I contacted them back inquiring about the status of the return and also the adjusted bill again. I was provided with the bill the adjusted amount and told that there's no date for the payment however sooner the better so I should pay II should pay within the next month. Please note the latest date to return the device using the label that **** sent us was July 26, 2022. What does not make sense at all is that how can they refer my account to collections and make such a big Dent on my credit report when this is not based on Any bad payment record or missed payments or the intention to not make the payment on the remaining balance. This is completely unfair for a business to ruin somebody's perfect credit report by just making false claims about somebody not making a payment on time. There has to be some sort of control that helps consumers like myself to protect our credit ratings from such aggressive vendors when it comes to putting names for collections. They never warned about doing something of this sort.I will write down some dates below relating to all these events I explained above.Acct# *********** Service Disconnect: May 15, 2022.Last date to print return label: July 26, 2022 Device returned: July 27, 2022. **** paid in full: August 10, 2022

      Business Response

      Date: 08/12/2022

      We have been in contact with the customer and resolved their concern. 

    • Initial Complaint

      Date:28/11/2022

      Type:Product 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.
      I was prompted by **** to upgrade my internet and I did so knowing it would be in a commitment. I was also roped into getting a tv package bundle deal even though I don't watch tv but I was told the tv package wasn't in contract only the internet. I took it as truth and didn't read the contract and when I cancelled the tv package I was charged $160 because it was under contract. I was told agents make mistakes and I should have read my contract.

      Business Response

      Date: 29/11/2022

      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.

      Customer Answer

      Date: 29/11/2022

       
      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.

      **** has corrected their mistake. Thank you,


      Sincerely,

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

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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