We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Shaw Communications Inc. has 29 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:20/05/2022

      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 cancelled my internet service with ****, after having paid with automatic withdrawals every ****. Without informing me they canceled automatic withdrawals for the last ****, and then sent the **** of $88.37 (which will be reduced by $50) to a collections agency without giving me any notice, other than a letter apparently sent to the address I told them I was moving from. I moved and am in the process of buying a house and if this affects my credit it could cost me tens of thousands of dollars in terms of higher interest rate payments.

      Business Response

      Date: 25/05/2022

      We have reached out to the customer and provided our direct contact information for the customer to return our call. 

    • Initial Complaint

      Date:12/05/2022

      Type:Service or Repair 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 broke my cell phone a little over a year ago and was going to purchase another cell phone outright from my service provider (Shaw Mobile). The customer service person I was dealing with from Shaw Mobile said instead of buying a phone outright I was able to use my wifes upgrade phone, as we share an account. I was advised this was fine and they do this all the time. So I got a new phone and added warranty protection on it while i was at it thinking this would actually work out to my benefit someday. I dropped my new phone recently and the screen quit working. No problem as I have warranty. They have a 3rd party warranty provider that is a nightmare to deal with. Took me 8 days for them to get me the proper info to ship it to them for repair. The 3rd party warranty provider, Likewise, had my phone for 3-4 days then I received a text an email saying my phone was fixed and on its way back. I received the *** package and it was my broken Pixel 5. I called ******** and asked what is going on as they didnt fix anything, just sent my broken phone back. The ******** operator said it looks like the sim card doesnt match to the phone so they wont fix it. I asked why did they not get ahold of me if there was an issue instead of just shipping it back. I contacted Shaw Mobile and they went through the information and saw what their customer service employee did and said ok we have a problem. The manager said because of what the **** cust. service person had done upgrading under my wifes number and putting my sim card into the new phone isnt allowed and voids the warranty. I said "well this is not my problem as you offered the service after I questioned if its allowed. I paid for warranty for over a year and paid ******** a service fee of $140 before sending my phone in for repair." Ive never heard a service company say "well we cant be held responsible for what one of our employees did, which shouldn't of happened." They owe me a phone which I paid for.

      Business Response

      Date: 21/05/2022

      To Whom it May ********************* be advised this is an update to ************************* BBB complaint against Shaw Mobile.

      We were able to discuss the complaint with **************** and are currently investigating the matter with both the store that the device upgrade was completed at and ********, the third party insurance company. 

      We still require more time and have let **************** know we will keep him updated as soon as we have additional information.

       

      Kindest Regards,

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

      Shaw Mobile

      Executive Office

      Customer Answer

      Date: 24/05/2022


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this is satisfactory to me. Not a resolution but a needed extension to help solve the issues at hand.

      Sincerely,

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

    Shaw Communications Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.