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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:03/01/2025

      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.
      ******* lacks to provide support for paying customers When calling support it automatically hangs up if they have too many people in the Queue Lack of accessible language knowledge Lack of empathy towards customers Lack of general knowledge Unjust practices and **** like tactics

      Business Response

      Date: 11/01/2025

      We have reached out to the customer in order to offer our support.

    • Initial Complaint

      Date:16/12/2024

      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 not liable for my collection with **************************, my account balance with **** is 0, **** has no legal right asking this debt collection company to collect a debt that does not exist, they are obligated to remove the incorrect information from my credit report

      Business Response

      Date: 16/12/2024

      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 are currently investigating these concerns. The customer has been provided our direct contact information. 

      Customer Answer

      Date: 20/12/2024

       
      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. I greatly appreciate your assistance and the prompt action taken to address the issue.

      Sincerely,

      ****** ****

    • Initial Complaint

      Date:03/12/2024

      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 am writing to formally address an issue regarding a contract I signed with Shaw Communications on April **, 2024, under misleading and coercive circumstances.On that date, a **** representative visited my home and pressured me into signing a contract for a "free 3-month trial" for **** **** services. I was explicitly assured that there would be no charges and that I would not incur any financial obligations. Despite already having **** services, I was coerced into agreeing to the contract, as the representative repeatedly assured me that this was a risk-free, trial service.However, I recently discovered that the contract I signed was actually a two-year ValuePlan commitment with monthly charges of $**/month and an early cancellation fee of $***, which would gradually decrease over time. To my surprise, I also noticed that I had been billed over $*** an amount I was completely unaware of until recently. These charges accumulated slowly, and I did not initially notice the increasing debt as it grew over time. I never activated ****** **** services or used the equipment provided, yet I am being held liable for these charges.The verbal assurances made by your representative directly contradicted the terms outlined in the contract I received via email. I was misled into believing that I would not be financially responsible for any services, and that this was simply a free trial. I never intended to subscribe to ***** services, and had no need for additional ****, as I already had an active connection.Sincerely,****** ******* ****************************************************************** ************ ****** *******

      Business Response

      Date: 07/12/2024

      This customer submitted a CCTS case simultaneously, for the same subject matter, and their concerns have now been addressed.

    • Initial Complaint

      Date:19/11/2024

      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.
      Hello **** ****** have changed there billing dates. They have indicated that they are billing on the ** th vs beginning of 1st of month .My billing date was changed to supposedly to reflect this .My contract for * years is ****** monthly .I had reseived a bill August *  2024 for ******, August ** for ******,and September **** ************ of $****** in ** days.Breach of ********************* is for internet,cable, and land line phone.I have spoken to **** ****** in **********************,Phoned **** help complaints ( waited hours no response)left complaint to **** ****** *************** on line *********************** **** has not responded as of November ** 2024.Account *** **** **** Please help -advise.Best Regards **** ******.

      Business Response

      Date: 21/11/2024

      We were unsuccessful in our attempt to reach the customer today and was unable to leave a VM. We will continue our efforts to reach the customer to address their concerns.

    • Initial Complaint

      Date:14/11/2024

      Type:Service or Repair 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.
      Contacting ******, they cannot help, always asking to call **** stating it a **** account even though they are together. Not able to set up new coaxial cable outlet in new address.

      Business Response

      Date: 16/11/2024

      We have reached out to the customer in order to assist with their complaint, however as they were unavailable we have left our contact information instead.

    • Initial Complaint

      Date:12/11/2024

      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.
      I have been a **** customer for over two years with internet and phone service. I cancelled my internet service and was told that the price of my phone line would double from $20 to $43 per month. The reason I was given for this was that I had been receiving a discount because my services were bundled. However, this was never shown on my monthly invoice, nor was it described in the original service agreement. I don't take issue with **** charging what it wants for phone service. But I do take issue with the rationale of a completely invisible bundling discount that was never explained to me, nor ever shown on an invoice, nor explained in the original service agreement.

      Business Response

      Date: 20/11/2024

      We have corresponded with the customer and are working toward a resolution.

      Customer Answer

      Date: 22/11/2024

       
      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.

      A representative from **** ****** followed up and said that he understood that my monthly invoice was not clear about the bundled discount for my phone line, and that he understood why I had been frustrated that the price had doubled. He said he would register this feedback to see if invoices can be changed to more clearly show bundled discounts and applied a $50 credit to my account.

      Although it is unfortunate I had to take my complaint to BBB to get a resolution to this issue and I still find it very distasteful that **** ****** is essentially deeply discounting phone line services (where they face less competition and there are fewer alternatives) almost as ****** for buying other internet/tv packages, I was satisfied that **** ****** heard my complaint and that they will at least consider making this clearer on their billing so at least the graft is transparent to their customers.

      It was heartening to see that using BBB produced genuine outreach from the business to try to resolve this issue. Thank you for being here for consumers this is a very important role.

      Sincerely,

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

    • Initial Complaint

      Date:12/11/2024

      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 contacted ****/****** to advise them that I would be moving to ************** from ******** at the end of August but I was going to move in with my sister until I found a place of my own which took a couple of months. At that time I asked to have my account put on hold which I was told would be $10.00 per month. About mid September I called to confirm that my account was on hold and I was told that I had to pay $200 to even discuss my account with the person that I contacted so I paid that and was told that the account would be put on hold for $10 a month anyways I called back when I was ready to get my cable hooked up again and at that time which was the beginning of October I was told that ****** did not service the ************** region so I went with another cable company and when I called ****** back to get the $200 back that I paid I was told oh no they do cover ************** and that I was under contract and I had to cancel my current cable and go back to ****** they had a satellite or something that would service this area. Im not prepared to do that now I dont trust ****** with what theyve done to me. Ive had nothing but a runaround all summer long last year it took me seven months to get back a payment that I had made to a wrong account and they could see it there, but they wouldnt transfer it and they told me they kept telling me I had to contact my bank when my bank told me they didnt do that either anyways bottom line is now theyre saying that there is an $80 credit on my account that they put towards my next bill which I dont owe them anything Ive already paid them $200 over what I should have. I did write a letter to the office of the president and Ive heard nothing back from them so Im not sure what to do now . Last person I spoke to on the phone, spoke with her supervisor regarding this matter, and when I asked for the supervisors name I was told the supervisor did not give permission for the agent to give me the supervisors name.

      Business Response

      Date: 18/11/2024

      Provided our customer with our direct contact details and availability to discuss their concerns. 

    • Initial Complaint

      Date:07/11/2024

      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.
      I called **** yesterday about not receiving tracking number for the motion sensor I ordered Sunday November * online. Recieved confirmation for the order. A female *** answered I explained the reason for my call. She put me on * * minute holds came back said was getting a tech to come and install I said no they will charge $** and capable of plugging it in myself. She said oh no I said yes it was a choice when ordered $** install. she said oh well they will come in set up both indoor cameras I said no I have the cameras hugged in and active it's only about the one sensor. Oh okay another * * minute holds. Came back said if I dont recieved it she reordered the motion sensor I told her no I only want one obviously it is shipped what is the tracking number and she said the office has it they are trying to find it. I said it had been shipped what is the tracking number. Oh only ********* has that information. I said no you guys send it to me then went on about reordering a camera I said no a motion sensor oh sensor I reordered it I said I only want one. She said ya I ordered it saying camera a second time. I asked for a supervisor was threatened by her that was going to wait over an hour. I said I wanted a supervisor it is over an hour I can help you I said no a supervisor then was threatened okay then you will have to wait an hour and a half. I started to suggest she stand up walkover to the supervisor and tell the but cut me off after * words with a hold. Then came back and said you said something and I finished the sentence. Phone line went weird and disconnected. Now I have * motion. Sensors on my account never recieved no tracking for either I only ordered and wanted one. Being charged for both.

      Business Response

      Date: 07/11/2024

      Re: BBB Complaint #********

      We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB).  We are currently investigating these concerns and have reached out directly to the customer with our direct contact information. 

      Customer Answer

      Date: 08/11/2024

       
      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:30/10/2024

      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.
      I contacted **** to update my service in September of this year. I was mailed new upgraded equipment. I was not told at any time to return the old equipment. Now I received a bill stating I owe $*** for not returning the old equipment. I no longer have the equipment as I took it to the local dump and recycled it in the electronic section of the dump. I called and waited on the phone for * hours to speak with a **** representative. When I finally spoke with someone I was told I was responsible to return the equipment or pay the $*** fee. I asked to speak with a manager and was told I would need to wait another hour on the phone to speak with a manager. When I told them I was not waiting another hour on the phone I would give my number to be called back. They told me that they dont do call backs. I let them know I was not happy with their service as I have been a good customer for 10+ years and this has never happened to me before. I then ended the call.

    • Initial Complaint

      Date:23/10/2024

      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 signed a contract with ************ 2023, it was a * year agreement. At no point did they disclose to me that the equipment required was outside of the billing for that contract. My bill increased significantly due to what they say is increased cost for the equipment. Now I am locked into this agreement and feel like I was bait and switched. When I called they said there was nothing they could do or offer. When I pushed more she did eventually tell me I can return the additional equipment I am paying extra for. Pushing more and asking if there is anything else I can do she said no I pushed more and asked to cancel crave subscription which did reduce my bill. I asked her multiple times how to reduce my bill and she was very hesitant to openly offer any solutions. I am very glad that fibre was just installed in our area. I will be looking for a new provider.

      Business Response

      Date: 24/10/2024

      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

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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