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

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:17/06/2024
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 May **** I was contacted about updating my services with ****, my internet provider. I am had some promotions that were set to expire in September of this year 2024. Since the new services were more expensive I said I wanted to wait until my current promotions expired. The agent informed me that since I was charged * months in advance it was actually less expensive to change now. I complied and migrated my services. When I received my first bill I was charged ~$** more than my previous bills to rectify my next few months, which I had already paid for and will be charged $** more per month going forward. So moving my service early actually is costing me $** + $**** = $** more than if I had waited to switch.I called on June **** and asked to speak and the agent could not do anything for me. I asked to escalate to a manager and my request was refused. I was told that the agent that sold me the services would contact me but never did
Business Response
Date: 25/06/2024
We have spoken with the customer and confirmed that the matter has now been addressed.
Customer Answer
Date: 26/06/2024

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:29/05/2024
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 was contacted by phone on May **, 2024 by ****, I was told that I owed them $******. On May **, a technician came to my house to upgrade my cable box, and told me that **** had a bad habit of not letting customers know when your * year contract is up, and putting a customer on monthly billing, and jacking up their bill without notice. At this point no notifications or emails were made to me over the last ** months, that I have any records of. I certainly did not agree to pay ****** for my cable and internet monthly. I have religiously paid ****** per month as far back as I can remember. As a customer of * *** years, I've never missed a monthly payment. On May ****, I was contacted by a manager, who tried to buy me out with * months free billing. To me that was not sufficient. On May ****, I was contacted by an agent who told me that my outstanding bill was ** days in arrears, but I was not notified until May ****. So for ** days they failed to let me know that my account was in arrears. Ive religiously paid my bill on time and in full for the past * *** years. Also on May **** and May ****, **** has threatened to disconnect my service if this bill was not paid by May **. I refuse to pay this bill, and as of June 1, I will be going to another provider. Please help me, ***********************, stop these large corporations, from stealing from us blindfolded!! I prefer to be contacted by phone if possible at ************.
Business Response
Date: 30/05/2024
We reached out to the customer and provided our direct contact details and availability to discuss resolution.
Initial Complaint
Date:14/05/2024
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.
We had a **** team working on our green box in front of our house a few weeks ago. It was not a service call for us, although we are **** customers.They identified themselves as working for **** and said they would be back to fix the landscaping. They never came back and I have sent * chat requests with no resolution to ****.Our grass was turned to a dirt pile with boot prints, landscape rock was removed and not replaced and our driveway was left a muddy mess.
Customer Answer
Date: 14/05/2024
Please see the attached photos, thanks!
Business Response
Date: 17/05/2024
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: 20/05/2024

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.

They still have work to do but have started the repair.

Sincerely,

***********************
Initial Complaint
Date:02/04/2024
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.
Approximately just under * years ago I was living in a home that was shared with another human. During this time he had used my name to sign a contract under a *-year term with **** business. I do not have this business and I had no problem paying for it. However, one year after acquiring these services I moved. Since then I have had intermittent and almost never fully functioning service despite the fact that I pay my bill regularly and am now told that I cannot change anything on my account even though they have no address. No email, no name or anything of the sort in regards to me and my account. This has been an ongoing issue. I have at least * years worth of emails from somebody at **** where this issue was still not resolved. I've called in and complained multiple times to still no avail. I am now currently sitting in my home with no internet services. Still paying for a bill. I am a single mom and in this economy this is absolute torture. I don't know why this has been going on for * years and I do not understand why after following all of the policies and rules that **** could not do well on their own end and even just adjust my address. Every time I call in I am met with texts that are trying to be understanding but cannot figure out what is going on because this is such a mess of an issue that no one can help me. I just want it to be over!
Business Response
Date: 23/04/2024
We are still working through the details of this complaint and will be in contact with the customer.
Customer Answer
Date: 24/04/2024

Complaint: ********

I am rejecting this response because:
That is what I have been told by the company for almost * yrs already.
I did however make a mistake in the amount I was asking for back, the correct amount should have been $*******
Sincerely,

*************************
Business Response
Date: 26/04/2024
We have been unable to reach ***** over the phone and have left VM's for them to reach out or check their email ******************** we have on file.
As per our investigation, Customer contacted our teams over the phone on April *** and requested a move but were not able to provide relevant account details for our team to verify them. As per our security and privacy policy we offered to send a verification email to the authorized contact on file (email: ******************** customer claimed they do not have the email anymore. Agent then requested them to send a Letter or Authorization on their business letterhead to update contact details before we can move forward with their request. Customer did not reach out after that.
We have also sent them another email suggesting different way for them to get across to us with their concerns and that if they cannot verify their identity over the phone or through email verification, then they can also visit our retail location with * pieces of ID to get their contact information updated. We have also cited technical support contact information in that email if they are experiencing technical issues.
Customer Answer
Date: 26/04/2024

Complaint: ********

I am rejecting this response because:
What they have said in this message is not the same as what the email message they have sent me personally.
I have not requested to move!!!!
This is such a joke! This company can't even properly investigate the issues going on. They are unaware despite * years of me trying to explain this to them!
I will not be in contact with this business via the phone at all. Again, they are ********* me and they are not professional.
I am getting to the point of hiring a lawyer because this is still not being resolved nor is the company taking it seriously or doing their proper investigations or due diligence.

Sincerely,

*************************
Business Response
Date: 30/04/2024
As relayed to the customer via email, our touch base was to seek further insight into customer issue/expectations so we could get the right team to address it asap. Unable to reach customer over the phone, we could only fall back on the cases our internal teams created with customer in the past. As such we have emailed *****, highlighting out willingness to help and the steps they could take to get their concerns addressed. Attached is the email correspondence from within our case management system.

Customer Answer
Date: 30/04/2024

Complaint: ********

I am rejecting this response because:
The done. Anything other than phone me one time while I was at work and unable to take their call and send an email to me. That was not even the correct issue.

Again do I want is the term to end immediately? I want one full Year's worth of payments back and no repercussion at all from **** or and ******.

This yours has not being able to identify my correct address despite the fact that I have repeatedly given it to them.
If that I find a way to have all of the emails that I have had with **** over the last * years. I can send them if necessary. I don't think that is though considering **** has access to all of it. My only issue is they are being dishonest.
When to actually professionally take care of this the way that they should have, I'm willing to work with that.
But until the lies stop and the degrading and bullying stop, I will not be in communication with the company.

Sincerely,

*************************
Initial Complaint
Date:19/03/2024
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 refusing to acknowledge return of equipment and reverse the $** equipment charge. Even though it is on their bill they sent me they state they cannot verify this. I've provided a tracking number. The charge was reported to the credit bureaus and now affects my credit score.
Business Response
Date: 23/03/2024
We have called the customer in an attempt to resolve their concerns.
Initial Complaint
Date:19/03/2024
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.
had internet service with ******. Quality continued to decline until internet was only available within 10 feet of modem. Calls to ****** got no improvement. I then cancelled my service with ******. While on the phone cancelling suddenly the tech knew exactly what was wrong. Cancelled service anyway. Was told there would be a $** dollar charge for cancelling my contract even though I'm pretty sure that was over too, but said fine. Paid my bill including an extra $**. Get another bill for $** along with a letter saying this may or may not include unreturned equipment. No indication of what the bill is for. Start asking questions, no one can answer what the charges are for. Try to log in to see my bill, get a message saying because my account is deactivated I can't see it. I am not paying money without knowing exactly what I'm paying money FOR. They sent the credit bureau after me. I told the credit bureau that I would be happy to pay if I knew exactly what I was paying for. ****** reactivated my online bill but again it just said I owed them $** without saying why. To me this is a form or extortion. Why am I required to pay money to a company that can't even tell me what I am paying for, whether or not it includes equipment. All this after not even providing adequate service or customer service.
Business Response
Date: 20/03/2024
We have reached out to the customer and worked to address and resolve their concerns.
Customer Answer
Date: 21/03/2024

Better Business Bureau: accepted with provision.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided that the **** against my credit report is fixed within the next ** days. Otherwise my complaint remains.

Sincerely,

***************************
Initial Complaint
Date:12/03/2024
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.
**************'s came on a service call. One of our TVs upstairs was not working properly last few months. Finally had time to call. When they showed up for my appointment, they gave me no choice and exchanged all my hardwired shot boxes for Wi-Fi boxes. I had no choice in the matter. Now my TVs are not working Wi-Fi is not working. They promised a supervisor would call back and they want me to be charged more for their error and it is still not Fixed.
Business Response
Date: 16/03/2024
We have been in contact with the customer and are working toward a resolution.
Customer Answer
Date: 23/03/2024

Complaint: ********

I am rejecting this response because:
they have sent a service technician out and changed our Wi-Fi modem. Now the situation has gone from very very bad to extremely bad. There is even more things that are not working in our home with Wi-Fi or televisions. I'm paying for service that does not work. I am so frustrated. I have a disability my office is set upstairs and I can't get anything done. Before they showed up, everything worked except for my TV upstairs. Now every device in my home television and Wi-Fi is not working.

Sincerely,

***************************
Business Response
Date: 28/03/2024
We continue working with the customer, but our technical team is having difficulty reaching them. They will continue attempting to do so.
Customer Answer
Date: 05/04/2024

Complaint: ********

I am rejecting this response because: wifi still not restored

Sincerely,

***************************
Business Response
Date: 10/04/2024
We continue to work with the customer, having presented them with a proposed resolution.
Customer Answer
Date: 10/04/2024

Complaint: ********

I am rejecting this response because:

TV still cutting out upstairs as WiFi doesn't reach.
Sincerely,

***************************
Business Response
Date: 18/04/2024
We continue to remain in contact with the customer in an attempt to work toward a resolution.
Customer Answer
Date: 20/04/2024

Complaint: ********

I am rejecting this response because:
wifi still not working

Sincerely,

***************************
Customer Answer
Date: 26/04/2024
Hello,
This should not be closed. It has zero been resolved...please call me at ****************
TV and Internet is still NOT working properly? They are yet sending another technician!!
regard ***************************
************,
Initial Complaint
Date:12/03/2024
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 know I didn't accept the offer they stated and since they say I said yes . They refused to allow me to hear a recording of myself accepting. They say it's a privacy policy but it is a recording of me. I feel that they are not honest and sucked me into a contract. I was very clear that I wouldn't pay that and want to move to a new provider and they say I owe a cancellation fee if I move to a new provider
Business Response
Date: 15/03/2024
We have reached out to the customer to discuss our findings and provided customer with the avenue to request call recording.
Customer Answer
Date: 18/03/2024

Complaint: ********

I am rejecting this response because:I'm still paying the same and stuck with them for * years

Sincerely,

***************************
Initial Complaint
Date:04/03/2024
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.
Back in August 2023 I signed to new contract with **** tv/wireless services. Been a customer **+ years and in total of **+ years all together after taking on my moms account. They have billed me for services I never agreed to with new contract. Now they have removed certain services I rely on and have threatened to charged me again for channels I never had.Unfortunately since I called and complained they've shut me out of my account so, currently I can't add photos of my bills. I'd be happy to once I'm able to access my account that ****/****** has locked me out of.
Business Response
Date: 04/03/2024
We have been in contact with the customer and confirmed resolution.
Initial Complaint
Date:09/02/2024
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.
****** mobile bought out Shaw mobile in which I had a long standing contract. Every month I laid my bill and continued to do so. When **** customers were transferred automatically to ****** they received a new account number in which to pay their bill, I didnt realize this until a month later when i received a new bill from ****** with an outstanding balance of $****** which I knew I paid, and in fact did pay on Dec **** but unbeknownst to me I accidentally paid my first ********************* to my old **** account. I made sure to pay the new bill correctly and cover the outstanding balance and then track down the amount I paid to Shaw mobile. Here is where my issue lays because Shaw mobile doesnt have any customer service now, I am forced to deal with ****** who says they cant help me. When I talk to Shaw cable and internet (because Shaw mobile customer service no-longer has a department I can talk to) they say they cant help me , and to talk to ******. I have called Shaws ************** number and that directs me to ******, and I have tried their on line services what also directs me to ****** and I have tried their store, which has closed their doors. I have talked to my bank to reverse the payment of $****** and they say they cant because its been over a month, and didnt realize this until after it was too late to reverse the changes. So my next step is to talk to the better business bureau as Im at a loss for what I can do. Im not mad at anyone, I just dont know what steps to take. **** can transfer that money onto my home Shaw cable and internet bill or send me refund cheque Please advise me if there is anything else I can do before I proceed down this road.
Business Response
Date: 16/02/2024
We have spoken with the customer and confirmed their complaint is resolved.
Customer Answer
Date: 20/02/2024

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,

***** Kom-****

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.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Shaw Communications Inc. is NOT a BBB Accredited Business.