Business Profile

Internet Services

Shaw Communications Inc.

Headquarters

This business is NOT BBB Accredited.

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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

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.

Initial Complaint
Date:28/11/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 contacted **** multiple times to remove our basement suite address from their promotional mailings. They claim there is either no account for the address or it's already been taken off the list, but mail continues to come.
Business Response
Date: 06/12/2022
We have called the customer and left our direct contact information to reach us to discuss their concerns.
Initial Complaint
Date:23/11/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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 a **** internet at ******** have signed a 2 years contract with them which is going to be end in march 2023, since i have moved at this location i have very frequent ongoing outage for few hours , and its effect on my work that i am working from ******** have to be online to talk with customer & placing an order , resolved their issue. **** is having ongoing outage issue for this area where i live and i have submitted lots of complaints about it from last few months but still cant able to fix it . my account * is ***********. There is a history of my complaint about this outage & i am really tired with **** not solving the outage problems in my ******** would like to cancel the service. i do not want to loose my job because of **** outage and they are not letting me cancel the service & charging me to break the contract. i spoke to Supervisor name "***** " Rep * **** from ******** office for Ticket * ************* & and he refused to cancel my account without any charge. i was paying my bill on time and because their outage issue why do i have to suffer , i should not be charged to break the contract.
Business Response
Date: 23/11/2022
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.
Initial Complaint
Date:03/11/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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.
Have spent three hours in communication trying to get service/help. Ive been transferred to numerous people- call dropped- having to re explain issues of service interruption and asked numerous times for someone from customer service to call me back. No one has yet to contact me and various formal/documented requests.Im paying for a service and contractual obligations arent being fulfilled- yet I cant get someone to contact me or speak with someone that will resolve my issue
Business Response
Date: 07/11/2022
Re: Better Business Bureau Case #********
We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). Upon review of the account it appears that this issue has been resolved and escalated. We are sorry for the frustrations you experienced while trying to resolve these concerns. Should you require any further assistance we have left you a voice mail message with our direct contact details.
Initial Complaint
Date:03/10/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Paid for internet services, I work from home and **** internet service keeps dropping in our neighbourhood. The customer service are not helpful, its affecting my job and productivity. The internet service cuts out several times during the work week.
Business Response
Date: 08/10/2022
To Whom it May ********************* be advised we have reached out to the customer, and are in contact with them, attempting to work toward a resolution.
Kind Regards,
Initial Complaint
Date:22/09/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 had a long standing dispute with Shaw regarding the lack of internet service I am being provided, for which I have been paying for the last 18 years. My monthly charge is $66.00, which upon signing was meant to be unlimited access. That has since changed. I am still paying but I am constantly struggling with service of getting a simple image of an email to appear, or an online billing site to function, see ******** example (one shows how the ********** does not appear on the email, and the other is how the loading of the page remains blank). I am being charged late fees, but I am disputing extra charges because I do not get proper service. The only solution given to me was to pay them more money. Which to me, why offer the monthly rate I pay, if you will not give the basic internet service. This problem with internet is only happening within my home, I have no problems when bringing my computer anywhere else. It is not the box that I purchased either, as my friend has the exact one and also has no reception problems with it. I would like all the extra charges to be removed from the bill, as well as proper internet speeds to be restored to my address. Currently the speeds I have are 8.75 mbps for downloads, and 78.23 kbps for uploads. * ***** **** ******* ******* ****** *** ***** ******** ******* * **** **** ****** ****** *** **** * **** *** ******** ****** ******** ***** **** **** ** ***** *** **** ** ******
Business Response
Date: 23/09/2022
We have reached out to the customer in an effort to provide a resolution to their complaint.
Customer Answer
Date: 26/09/2022

Complaint: ********

I am rejecting this response because:
The email sent to me does not relate to giving a response to the complaint, it is just about not being able to reach me over the phone. Shaw only phoned me late afternoon on a Friday, and on the folloiwng Saturday when I was working at the Interior Design Show. I have since emailed them back and asked to continue comunication through email as it will be easier with my schedule as well as the reprentative only being available wed to sat. I have ******** the printed email for your example.

Sincerely,

***** ********
Business Response
Date: 28/09/2022
We have reached out to the customer in an attempt to resolve their complaint.
Customer Answer
Date: 01/10/2022

Complaint: ********

I am rejecting this response because: They keep saying they have reached out to resolve, but in fact they are once again stalling by asking me personal information with no resolution discussed. My account information, my email, my phone number have all been provided to them through this complaint, why they are asking for more before discuss anything, is questionnable. I have had to respond back saying that their shaw chat does not work on my home internet so I will have to go outside of the home to respond back to them, which I will do today. My request was that they discuss this matter over email with me to fit into my schedule and also because of their wed to sat schedule.

Sincerely,

***** ********
Business Response
Date: 21/10/2022
We been in contact with the customer and have provided a resolution to their complaint.
Customer Answer
Date: 26/10/2022

Complaint: ********

I am rejecting this response because:
I have continued to request a contract and the details of the service I am paying for, but I continually get stonewalled by their responses. Also there is never a direct response once I email back, it always is an email message from the BBB first before Shaw responds back. I am trying to understand why they are offering this service at all, as it does not function properly as a typical internet connection. I was rolled into this service because I did not want to change the contract I had signed for unlimited internet service. Now I feel this interrupted service is a tactic for the company to push me into higher service fees. I would like a detailed description of what this service I am paying for is supposed to be. Not just upload and download speed. I would like to know what a typical person should expect to be able to do on this service. I would also like a copy of the contract I am currently supposed to be under. If this does not get resolved, I will look at what my legal options are with this company.
Sincerely,

***** ********
Initial Complaint
Date:14/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 live on a road parallel to the highway. On august 17 at appoximately 130 am a vehicle stuck a telephone/internet pole on the highway and took out the telephone and internet cables. There is now 3 households that do not have access to internet (or land line)The following day a new telephone pole was installed.**** was contacted by all 3 house holds multiple time.I booked an appointment to have a technician come and the earliest available time was 2 weeks from the time of the phone call.My neighbours called and booked an appointment (the earliest available appointment was 2 weeks following the accident). **** technician was a no show. I then called after the 2 weeks and the first available appointment was another 2 weeks away.We have now been without internet for a month, the **** technician never showed up for the scheduled appointment nor was there any communication that the appointment was cancelled or would need to be rescheduled. When I called customer service to complain I was given no explanation as to why the technician did not come for the scheduled appointment nor was there any type of apology or even sympathy given from the customer service representative.There was no offers to rebook for a later day, all I was told is that they are working on it and that special approval may be needed from the city as it involves crossing a highway and that the highway would need to be shut down. However there was no issue with another company coming the next day to reinstall the telephone pole on the highway.I feel like **** is not being honest with me, as a customer. They would not give me an expected date of repair and this has now been going on, and I have been without internet for 1 month/4 weeks with no hope for repair in the near future.
Business Response
Date: 26/09/2022
We have been in contact with the customer and are working towards a resolution.
Customer Answer
Date: 26/09/2022

Complaint: ********

I am rejecting this response because: there have been no steps or action from the company. It has now been approximately 5.5 weeks of no interenet service and **** is still charging us/sending bills for a service that it not being provided.

Sincerely,

***************************
Business Response
Date: 05/10/2022
We informed the customer on the current status of the repair work and path to resolution. We are committed to continue to follow up and providing updates as we work toward restoring his services.
Customer Answer
Date: 06/10/2022

Complaint: ********

I am rejecting this response because: there has been no resolution, the issue has not been fixed and we are still without internet services. How long is it going to take to have internet services again? It has now been 7 weeks, we have not been provided a service for nearly 2 months. This is beyond an inconvenience and now an unacceptable amount of time.

Sincerely,

***************************
Initial Complaint
Date:08/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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 called Shaw cable on August 26/22 to relocate my service to a new residence I moved into on September 1/22. At that time I was told a technician had to come out and hook my cable service. The technician was suppose to be here to hook my service (which Im still paying for) on September 7/22 between 4pm and 6 pm. I received a call from a woman by the name of ******* who works for Shaw Cable just before 6pm. She informed me the technician wasnt going to come by afterall. I had somewhere to be but had to reschedule so that I would be home to meet the technian. I was upset so she decided to hang up on me. What kind of business treats thier customers like that? I am still paying for the service and this is how they disrepect me as a long time customer. That is a complete lack of respect for a customer that I do not appreciate. Is this how Shaw cable treats thier customers? This is unexceptable, I have never been so poorly treated by a company who i pay fopr thier service. I am still paying for the service and i still do not have cable hooked up in my new residence and i am still paying for the service? This is unbeleiveable and unexceptable. I am filing this compliant to get this terrible customer service delt with.
Business Response
Date: 15/09/2022
We have set up a callback with another agent for Sept 20 2022 who is able to reach out after 4pm PT.
Initial Complaint
Date:06/09/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
August 30, 2022 (10:00 pm) television suddently stops working. Turned off television hoping it would reset itself. It didn't work.August 31,2022 - contacted ******************** their technician and my husband, (*****) ran through their programs - everything was fine with the television.Sept. 1, 2022 - Contacted **** -followed the technician's directions, we went through the testing. Idenfied the ******** box as the issue. Made an appointment for a technician to come on Saturday,September 3, from 1;00 - 3:00 pm. Waited until 4:00 pm before contacting **** again. **** informed us the technician had been to our place and said that we were not home, phoning my husband, trying the doorbell and knocking. THIS IS WRONG - WE (both my husband and I were home) waiting for ****** TEHNICIAN to show up. We checked our doorbell - it was working (and has worked for over thirty years), the technician said he KNOCKED on the door - my husband was on the computer which is right next to the door - there was no knocking. My husband checked the phone log and there was no activity on the phone since Thursday night. The customer service rep said there was a picture of a grey siding house (available on ****** map) of our house in the technician's report. We have now been rescheduled for Wednesday, September 7, from 12:00 - 14:00 hours. I am withholding payment from **** until my issue is resolved. * ** **** ********** * ******** *** *** ************* *** ************ ** ****. I also believe this is the type of situation where the ***** of ********* should be informed of their company's incompetency.
Business Response
Date: 08/09/2022
Re: Better Business Bureau Case #********
We appreciate the time you have spent and frustration experienced waiting to have your TV service repaired. We see that the service call appointment has been completed and it appears that everything is working as it should be. We have left the customer a voice mail message with our direct contact details should they have further concerns.
Customer Answer
Date: 14/09/2022

Complaint: ********

I am rejecting this response because: there is absolutely nothing in their response to indicate how **** intends to improve their customer service or in this case their lack of service. If this experience with **** is anything to go by, then I feel sorry for their customers. Surely, this media giant could come up with better solutions. There is no reason, that we had to rebook our appointment. **** should have taken the initiative and immediately rebooked the appointment. Try to remember - this lack of service is totally ****** s**** up. One quick solution is having a service technician on call so they can fix any missed service calls.
One last note of concern: On the day **** did actually show up they were going to the wrong place - they had they were going to *********************** - not *******************************************!

Sincerely,

*****************************
Initial Complaint
Date:30/08/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 July 1st 2022 I paid **** ****** dollars. To this day they stating I never paid. My bank has opened a dispute for system shows they received the funds. I had paid account via the app. I been promised a supervisor would call me no call back. Every agent I spoke too said they would look into it and still no resolve.
Business Response
Date: 07/09/2022
We have been in contact with the customer and are working toward a resolution.
Customer Answer
Date: 07/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, awaiting call vack as promised or email by company to notify me of resolve

Sincerely,

*****************************
Initial Complaint
Date:25/08/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 now made over 10 attempts to have a wire removed from my house that goes across my property and it belongs to SHAW CABLE. I made arrangements with a woman on August 18th to remove it on Friday August 19th, I had to leave work early, but they never showed up. When I called that evening around 7:45 pm the man told me there was nothing scheduled. I tired again numerous times since Aug 19th to reschedule the removal of the wire but every time I called this week to get this done, NO ONE is able to find the correct department or person to arrange the removal of the wire. Also, I got a call from someone today from **** DIRECT telling me I did not have the right department because the wire from the pole belongs to SHAW CABLE and that my previous complaint is not valid because it is SHAW CABLE that owns the wire. So I am still not getting any where with ******************** to take their wire off my house. I am not understanding how something so simple, is so difficult for SHAW CABLE or DIRECT to understand that they own the wire and they need to remove it from my house so that when the company that is doing my fence is 2 weeks doesn't have to deal with the overhanging wire.
Business Response
Date: 31/08/2022
****** technical operations team reached out to the customer to arrange an appointment for August 31, 2022, to clear the drop line.
Customer Answer
Date: 01/09/2022

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.

Sincerely,

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

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Shaw Communications Inc. is NOT a BBB Accredited Business.