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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:21/10/2024

      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.
      Hello, I was going to cancel my account with ******************** last spring because of their constant pricing increasing and had other options that were more attractive so I was promised by the representative that they could do a better price and give me a contract at a fixed $*** per month tax in. So I decided to stay with them and give them another chance now my bill is increasing. Ive called and they told me I missed something in the fine print that lets them do so.This goes completely against the conversation I had with their sales representative and was told clearly I had a two-year contract $*** ******** was a phone recorded conversation. It was very clear that I would not need their service if they could not do this and it was agreed $*** a month for * years. Now Im being told I have to pay a penalty fee and loose my email account of *********************************** I have to pay the increased bill amount for the rest of the term.I dont understand how they can get away with this. Completely misleading someone just to get a contract term renewal.

      Business Response

      Date: 30/10/2024

      We have followed up with the customer and have resolved their concerns.

    • Initial Complaint

      Date:07/10/2024

      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.
      I am writing to formally lodge a complaint regarding the ** service I have been receiving from Shaw Communications, which has not been in line with the level of service I am being charged for.Since August *, 2024, I have noticed that the ** connection provided by the company has been inadequate and inconsistent. Despite being billed for ** service, I have experienced frequent connection drops, slow internet speeds, and unreliable coverage in areas that your service map claims should be fully covered.I have reached out to **** customer service team on several occasions, followed by three separate visits from field service technicians, yet the issues remain unresolved. I kindly request that this matter be addressed as soon as possible, and I would appreciate either an immediate resolution or a refund/adjustment to reflect the actual service level I am receiving.Please let me know how this issue will be handled and what steps your team will take to resolve it. I look forward to your prompt response.Thank you for your attention to this matter.

      Business Response

      Date: 08/10/2024

       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 thank you for your patience while we investigate these concerns.

      We have attempted to reach out to the customer via telephone but were unsuccessful in speaking with them. We have provided them with our direct contact number and hours of availability. 

    • Initial Complaint

      Date:27/09/2024

      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 have been a customer with **** for well over ** years.. The townhouse complex that I live in is undergoing a complete building envelope. Shaw cables run outside of our units. We have been advised by our management company that all cables on the exterior of the houses will be removed and no further cables will be allowed to be hung on the building. I contacted **** to try to change my service to a wireless or have wires run differently, but they were unable to accommodate this and said to have underground wires run it would take *** years. I have had no option but to change my service provider to someone that could offer wireless or alternative wiring. Because this happened before the end of my two-year contract with ****, I am now being charged the penalty for ending my contract sooner. I have not yet received the final billing, but I expected to be somewhere in the neighbourhood of $*** in penalties. I have contacted **** and attempted to have this waived because I was unable to make alternative arrangements with **** to continue my service with them. They advised that unfortunately under the circumstances, they would be unable to waive the penalties. I asked under what circumstances could penalties be waived and they advised that they could be waived if I moved somewhere that did not provide service. This makes no sense to me whatsoever, because I have not moved, but **** does not provide the service anymore in my current residence. Also, if you were able to waive for one reason, you are able to wave for another.

      Business Response

      Date: 28/09/2024

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

    • Initial Complaint

      Date:24/09/2024

      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.
      ****** is charging me penalty fee for my cable and internet service before the service is actually rendered. For example, as highlighted in the latest Bill from ******, the service period is from * September 2024 till * October 2024, whereas the due date for the payment is ** September 202*, which is eight days before the service is actually rendered. ****** told me that they will charge penalty if the payment is not made before the due date.That was not the case when **** used to provide us the same cable and internet service. As highlighted in the attachment of a sample **** from **** in the past (before ****** take over of ****), the due date for the payment is the same as the last day of the service period * August 2023. Is it legal for a business enterprise to charge a client before the last day of the service is provided?

      Business Response

      Date: 09/10/2024

      We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We have been in contact with the customer and are working to resolve their issue. Thank you

      Customer Answer

      Date: 12/10/2024

       
      Complaint: ********

      I am rejecting this response because:

       

      ****** has refused to change their policy. They will continue to issue penalty if the invoice not paid by clients within the stipulated date which is *** days earlier than the providing their monthly service.

      Sincerely,

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

      Business Response

      Date: 16/10/2024

      ********** position regarding our business policy, as per our previous response/discussion to/with the customer, remains the same.

      Customer Answer

      Date: 16/10/2024

       
      Complaint: ********

      I am rejecting this response because:

      Forcing a customer to pay before the services are are due is unethical and unprofessional business practice. This reflects a low quality family business culture of ******.

      Sincerely,

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

    • Initial Complaint

      Date:18/09/2024

      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 am a ****/****** customer under a * year contract expiring December 2025 for TV Internet and ***** services, I have * accounts, one in ********* and one in ********I was recently asked to upgrade my tv boxes to digital ones by September * 2024.I have received a notice to this effect stating that if I do not upgrade by that date my tv services would be removed from the account. I called about this several times and was told by the representative that the TV would no longer work with the old boxes and that new digital boxes would have to be installed. I ordered new boxes for the service in ******* which were successfully installed. I was not in ********* at that time and was unable to order and install the new boxes for my Vancouver account because I was not there.I was not told at any time during the several conversations I had with ****/****** that both Internet and TV would be cancelled without notice and that an early cancellation fee of $*** would be charged to my account. I was told that the TV would stop working until the new boxes were installed.On September **** I looked at my bill and noticed the $*** early cancellation charge. I was not informed in ANY way that this would happen.I immediately called to inquire and was told that if I wanted the services reinstated I would have to sign a new * year contract at a substantial price increase and that the cancellation charge may be removed. I have contacted ****/****** to seek an amicable resolution but none was offered.I pay my bills and I was fully prepared to honor my part of the contract by paying my bills until the end of the contract in December of 2025. Currently ****/****** put me on a month to month billing cycle for internet and phone. I feel that ****/****** abused their position of power and breached our contract. I ask from them that the $*** charge be removed immediately and my contract be terminated as well.

      Business Response

      Date: 18/09/2024

      RE BBB ID ******** 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 phone and are working with them towards a with solution.

    • Initial Complaint

      Date:17/09/2024

      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 opened an internet account with **** in July 2023 and have made payments each month, directly from my bank account. I would receive a notification via email that my bill was due and I would make a payment as the amounts were always the same and as per the signed contract. For the latest billing, the amount was higher by $**. I called and was on hold for ***hrs without reaching anyone. The next day I reached out via online chat and was told that Auto-Payments were set up when I set up the account in 2023. Since I always made the payments before the due date, the system never charged my credit card. in Aug, **** changed the billing date and tried to charge my credit card and got NSF (as I have a different credit card). I never consented to auto-payments when I signed up and **** (after repeated requests with the customer service representative), did not provide any proof of my consent. I also used to have another **** account which I had cancelled a few months earlier before getting the current internet account. **** is refusing to provide proof of my consent for auto-payment and willing to address the $** NSF fee that I have t pay. I am still locked into my *-year contract which expires in July 2025 and if I was to leave now, I would have to pay $*** cancellation fee. This is extremely frustrating, especially when I have paid all of the bills on time.

      Business Response

      Date: 21/09/2024

      We have addressed this matter with the customer.

      Customer Answer

      Date: 23/09/2024

      Hello,

      Thank you for the note and following up with the business. When I filed the complaint, I did not expect anything significant to happen, so it is refreshing to see that the formal complaint process can have impact. 

      ****/****** called me over the weekend to discuss and I re-iterated my frustration with the whole process and disappointment that it took a formal complaint to receive a call back on this and have a meaningful conversation. After discussion, ****/****** confirmed that they will waive a total of $*** in charges (including the $** NSF fee) and this will be reflected in the next bill. 

      Thank you again for your help. 

      Regards,

      ****

      Customer Answer

      Date: 27/09/2024

       
      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:13/09/2024

      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 just received my bill and am being charged additional charges outside of my contract, namely for the cable box, which is supposed to be included in my contract. This is *******. They tried to sneak in the extra charge as a "rising cost", and they also changed their billing due date without notifying me directly, so I incurred a late fee on my last bill. Clearly ******/**** doesn't understand what a "contract" is. It's an agreement of terms between two parties. I did not agree to additional arbitrary charges to be added to my bill. My contract is a * year contract and states the exact fees to be charged, therefore my bill should remain static for those ** months. You cannot add on new charges partway through a contract without my written consent. Seems ******/**** is new to how a contract actually works. Anyway, I'm not paying the added on charge for the box. You're in breach of contract. Please contact me to get this resolved. You phone lines are closed tonight, and I don't have time to sit on hold while you tell me there are high call volumes.

      Business Response

      Date: 17/09/2024

      We have spoken with the customer and have resolved their concerns.

      Customer Answer

      Date: 18/09/2024

       
      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:03/09/2024

      Type:Sales and Advertising 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 looking to reduce my ***************** as it was up for renewal. I spoke to the guy and he was able to give me the exact same pkg for *** from the $*** I was paying and said that was the price for * yrs, so I signed up. Not even a month later, i'm told my bill is going up **$ and is more than previous. These tactics are very ************ and not clear when selling the services, as I would have switched providers, now i'm told I have a price increase and a cancellation fee if I decide to do so. There bills are misleading, the sales pitch is misleading, it's unethical.

      Business Response

      Date: 05/09/2024

      We have spoken with the customer and have addressed their concerns. The customer confirmed they consider the matter resolved.

      Customer Answer

      Date: 07/09/2024

       
      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:30/08/2024

      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.
      charged rental for ** boxes that I have owned for years and will not tell how long they have been charging me. told me they gave me two boxes in 2023 when new modem was put in , thats a ***, if their was boxes given to me they would be wireless I still have my **** and **** boxes with old cable. I would like to speak to management about this and more. phone no. *** ************ thank you

      Business Response

      Date: 31/08/2024

      We have spoken with the customer and confirmed the matter is resolved.

      Customer Answer

      Date: 04/09/2024

       
      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:28/08/2024

      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 have a * year contract with shaw cable(****/ ****** telecomunicatios).contract started nov.******* ends nov,*******.monthy fee $****** on july ******* **** withdrew payment from my credit card account of $****** as per normal for the august month term.on august,******* **** took another $****** for payment for the new billing cycle till sept***,2024.previous to this billing cycle was the *** of every month,as of august ** the new billing cycle is aug*** to sept ** of each month going forward.In my view **** has taken an extra * week payment,which is about$*****.I say that **** owes me a credit of ****** ..**** has done this to me the previous year before this contract but didnt catch it.i did call **** about this and they told me ********,about how 1st month payment is for the last month use....and they were happy to let me out of our contract for a $****** penalty......as a very good customer that i am,, having been with **** for several decades i am offended by this trickery (new billing cycle)

      Business Response

      Date: 03/09/2024

      Spoke to customer and attempted to address their concerns; however, the customer remain dissatisfied and considered their complaint unresolved.

      Customer Answer

      Date: 05/09/2024

       
      Complaint: ********

      I am rejecting this response because:the 

      **** representative made no attempt to resolve my complaint. He insulted me by giving me lip service. I also complained that **** took away one of my channels which came with my *year contract.channel *** ***** tv)has been removed ..with no offer to ad another channel of my choosing..but **** did say if I wanted out of my contract it will cost me $*** plus tax,penalty


      Sincerely,

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

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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