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:19/08/2022
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.
Signed up for an offer to extend my internet for two years with a 129.00 a month rate along with a reduction in my cell bill by 20$ per month. Only to be told two weeks later that my 45$ a month plan isn’t eligible… and that the internet department can’t see the contracts. So tell me why are they able to offer a rate reduction in the first place if they have no idea what the customers has for a contract on the other side. And now I’m being told I need to pay 196$ fee if I want to get the rate reduction. In my experience if the business does something incorrect, they need to own up, pay for the mistake and move on. I’m sure my bad review is worth a lot more than 196$ to the customers it turns away from signing up.
Business Response
Date: 22/08/2022
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: 23/08/2022

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,

*******************************
Initial Complaint
Date:16/08/2022
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.
**** has been telling me I never cancelled my month month services after I both cancelled my services and returned my modem, they then can not provide me any records of my modem return OR provide me proof I called in and cancelled. I had three witnesses to me cancelling my services and all three have stated they heard me request cancellation which took effect the next day from my original call to cancel services. One year later I get told I owe an amount of $740 roughly. I was told this error was corrected but now I am not getting an itemized bill, I am not getting any information regarding the account, I am not getting any information on ways to resolve this. My credit score has been negatively affected by the incompetence. We have not received a bill either for the services in a year (when we cancelled)
Business Response
Date: 20/08/2022
We have reached out to the customer in order to provide a resolution.
Initial Complaint
Date:04/08/2022
Type:Order 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 been with **** for many years now? and I have paid a small fortune for their service as you probably are aware, now Im moving to an area that they cannot supply me with the product I require and because of this I need to give them an additional $20 a month for the duration of the contract that I signed a few months ago?. Now I feel that because they cannot supply me with the product I should not have to pay a penalty as it is their fault that I have to close this account not mine
Business Response
Date: 05/08/2022
The customer remains unsatisfied with the presented resolution to resolve her concerns and declined our offers.
Customer Answer
Date: 08/08/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I feel that because they cannot supply me with a service I should not have to pay a penalty it is their fault not mine

Sincerely,

*******************
Initial Complaint
Date:02/08/2022
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.
We are seeking resolution of having our landline from ***** account no. *********** to ********************** account no. *************. Service address *******************************************************. Our decision to have our landline ported from ***** to **** was due to a lower rate. The agent we requested the service from (**** ****) confirmed that we will be able to keep the same landline phone number as before (while with *****: ************). The **** technician came on July 21 and noted that the ported phone number (************) was to be active later that day.After seven days without the number reactivated, on July 28 we contacted **** again, and this time the agent (****** ****) confirmed it is processing and will be active within 24 hours. On July 29 the number still wasn't active, so followed up with **** again. The agent (**** ****) confirmed he spoke with his team, put a priority on, and the number (************) was to be active within a few hours. He confirmed that this would be "automatic".Also on July 29 we confirmed with ***** that the number (************) has indeed been ported over to ****. They confirmed that they are not legally allowed to deny requests to port a number, that the number was ported over to **** on July 21, and everything has been taken care of on their end.On July 30 the number still wasn't active (now on day 10 without phone and missing calls for urgent medical appointments), and this time the **** agent (***** ****) noted that ***** "denied" the request, which totally contradicts 1) what the previous **** agents told us, 2) what the **** service tech told us, and 3) what ***** confirmed they must abide by for porting numbers. **** is inconsistent and now blaming it back on *****. It is crucial that we keep our same phone number (which we've had for over 20 years). We request that:1) The number ************ be activated by **** a.s.a.p.2)We get fees from July 21 waived as we have been without phone
Business Response
Date: 12/08/2022
Attempted to contact the customer to confirm that the phone service is now working and confirm resolution but we have been unsuccessful with our attempts. We have included our direct line within the emails we sent to the customer and will wait for a callback to further discuss.
Customer Answer
Date: 19/08/2022

Complaint: ********

We are currently on vacation, and it appears **** used a contact phone number other than indicated in this claim.
Out latest invoice from **** still lists phone charges, and the last **** chat agent noted phone is still active (it shouldn't be as we have now had successful service from ******* We will need to see next month's invoice first to ensure **** doesn't keep charging for a non-existent service.
Sincerely,

***************************
Initial Complaint
Date:12/07/2022
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.
Issue # 1 June 2021 I moved to *************** and terminated my landline *************).June 2022 I moved again and was told by the installer of the modem that I was still paying for the landline I had cancelled, he said I was still billed for it and I ALSO owed money for not returning some equipment. No pick up or return request was made by **** I rec'd a call to survey the installation and told that guy the issue and asked to receive confirmation of exactly what was going on. I never heard from anyone again.Issue#2 I tried 5 times to buy a cel phone and bundle my services but I cannot speak to anyone who will assist. You can only speak to Mobile OR internet, never someone who can bumdle. I was informed by a rude agent named Daily that there were NO supervisors, she had no management oversight at all.I then went to chat and relayed my concerns in writing and was told I would receive a call from a Supervisor/someone equipped to sell me a cel phone + data plan would call me within 72 hours. Never heard from anyone.I was told by the survey guy in June that someone would call me I was told in March that someone helpful would call me Those were just lies.I would like to know:1/WHY am I paying for a service I cancelled and WHY would I pay for equipment that their own installer said was out dated (15years old) and was junk anyway?2/Why don't staff have ANY supervision and happily tell you so as they are being rude and unprofessional?3/ WHY can't I buy a cel phone from my internet provider - they advertise phones and data plans but there is NO ONE to talk to. I'm not buying a $1200 phone and plan on a webpage!4/ HOW does one reach a human being at **** who is not a new hire or bizarrely rude?
Business Response
Date: 13/07/2022
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: 18/07/2022

Complaint: ********

I am rejecting this response because:
**** phoned me and once again made a bunch of statements which were 100% false:
- I could expect a call on Friday between Noon and 2. This is a clear and specific expectation they gave me but it was a lie
- I was clear there was no value in having someone call and not leave a return phone number if I was briefly unavailable but my phone didn't even ring
- I asked that I be clearly told what the situation with the landline and phone equipment was but in ****** written reply they make conflicting statements, concluding with "So going forward you will not be charged any equipment fee for that phone equipment. " My question remains: WHY was I charged over the past year for service and equipment that was not used and in fact CANCELLED. But **** will only commit that "moving forward" I won't be charged. WHY does **** charge for cancelled services for a full year?
- ALL concerns remain:
- why is any customer charged after cancelling a service
- why does **** phone staff have no supervision and make this statement so confidently, they are clearly not accountable for providing accurate information leading to a year of charges on cancelled services
- I have been waiting for MONTHS to simply bundle services and buy a phone. If **** want to be a blackbox company with no human contact they just need to say so but repeatedly telling me that I will hear from a human to assist in my purchase when that never happens is dishonest gaslighting and not within their own TOS with the ****
Time and time again **** tell me what I can expect from **** and then nothing happens. Employing someone to call me and again just waste my time reveals their true intention - to defer and deflect but not provide ANY customer service
I'm only expecting **** to do what they say they will.

Sincerely,

***********************
Customer Answer
Date: 25/07/2022

Complaint: ********

I am rejecting this response because: This is NOT a response to the clear and specific questions and issues.
This is a Better Business Bureau complaint, not a customer complaint. My customer complaints were unanswered for MONTHS while I awaited the phone calls they told me to expect.
Sincerely,

***********************
Business Response
Date: 27/07/2022
Re: Better Business Bureau Case #********
We have been in communication with the customer directly to discuss the concerns brought forth. Our records indicate that services were disconnected as requested. We have asked the customer to provide documentation proving otherwise.
Initial Complaint
Date:22/06/2022
Type:Product 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.
We have been waiting for service for our intermittent Internet Reception for almost three years. Every time we call, they have to send a representative to check out the problem, three service representatives have come over, said the line from the post to the house needs to be replaced, but nothing ever happens. Every time we call, they say this is not right, even the Supervisor said they would get a date and call us back. Nobody calls back and nobody shows up. We have been patient long enough, we are paying full price for partial service, we need to get somebodys attention!
Business Response
Date: 24/06/2022
Re:Better Business Bureau Case #********
We have reached out to the customer via phone and discussed their concerns. We are currently working towards a resolution.
Customer Answer
Date: 27/06/2022

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 run a temporary line to our home, we are satisfied with this action if this temporary does not become permanent. We request that a permanent line be run within a reasonable amount of time! Thank you for your help!

Sincerely,

*************************
Initial Complaint
Date:14/06/2022
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 took out **** home internet cable services a year ago. I just.moved and my new reside CE already has **** service so I no longer require their Internet. I called to cancel and they told me I had to pay 165 cancelation fee although not happy I agreed. I cancelled in may effective June 1st. I then received a **** for 371 dollars. I called and asked why and explained my situation. They said I have 2 unpaid months and.i told them this is not true as the payment comes.out of my bank automatically every month and I have banking records proving I'm paid up until May. They refused to listen to this and I sister I owe.them. I changed my card so they can't take payments. I'm beyond tired of corporations shaking people down and refuse.to be ripped off.i want these charges dropped and am not willing to pay anything now. I was happy to cooperate until they added charges I did not accumulate.
Business Response
Date: 23/06/2022
We are reaching out to the customer to work towards a resolution
Initial Complaint
Date:10/06/2022
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.
**** is charging me for PODS that I never used. When we got them the lady said they would be free of charge and now 3 years later they are asking for them back. We never used them and no longer have them. I also found out we were billed for them for the past 3 years. This is wrong because they lied and charged me ten dollars a month. I was not aware of this until it came time to renew my contract.
Business Response
Date: 15/06/2022
We have contacted the customer and are working towards a resolution.
Initial Complaint
Date:03/06/2022
Type:Product 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.
**************** is poor at best, constantly dropping(no signal) , my wireless devices are constantly losing signal(service) and tests of bandwidth and speed tests show poor speed, constantly resetting modem and devices does not fix issue, nor does anyone at ****.
Business Response
Date: 07/06/2022
Re: Better Business Bureau Case #********
We have attempted to reach the customer via phone to discuss their concerns. As they were not available we have left them our direct contact information with a request for them to please call us back.
Customer Answer
Date: 10/06/2022

Complaint: ********

I am rejecting this response because:
****** from **** did try to call me and left a message
and phone number to call her back on, which I did and only
got an answering machine.
**** has not tried to reach me by email address,, which they have. Again, I continue
with poor service.

Sincerely,

***********************
Business Response
Date: 10/06/2022
Thank you for your response, we have received your message and have scheduled another call back for you.
Customer Answer
Date: 13/06/2022

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,

***********************
Initial Complaint
Date:01/06/2022
Type:Product 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 switched to ***** 8 months ago and asked that my email address be put on my daughters Shaw account, which they did. They stopped sending me paper invoices. Yesterday I noticed they were still charging me. its an auto withdrawal. I called and they told me I had not formally cancelled way back 8 months ago and refused to refund me. Someone had to know if they stopped sending paper invoices. The internet was the only account I had with them. A refund of $770.56
Business Response
Date: 07/06/2022
We have contacted the customer and have come to a mutually agreeable resolution.
Customer Answer
Date: 08/06/2022

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.