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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 46 locations, listed below.

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    Customer Complaints Summary

    • 259 total complaints in the last 3 years.
    • 97 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:09/02/2024

      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.
      ****** 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-****

    • Initial Complaint

      Date:08/02/2024

      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.
      Extra fees and no customer service help or leinancy on loyal customers they refuse to help with bill extensions just to add on extra fees . **************** is non existent with this company . I'm on a contract and sick of paying fees for having a hard time in this economy

      Business Response

      Date: 20/02/2024

      We have reached out to the customer several times. However, we have been unable to connect with them, and to date have not received a response to our voicemails and email. 

    • Initial Complaint

      Date:15/01/2024

      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 applied for a mortgage with *** in the beginning of November. On November * I got a call from ********* telling me that I had an amount I. Collections with ****. I paid the amount if full of ******, on November *, 2023. I have never been contacted by the collections centre and it is still showing out standing. I have called **** on multiple occasions about this and they have told me there is nothing they can do about it. I have since called to get the phone number of the collections agency which they have told me they dong have. I just want this dealt with and keep meeting resistance and dont know what else to do. Im not the only person with this problem it seems to be a widely spread issue.

      Business Response

      Date: 15/01/2024

      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.

    • Initial Complaint

      Date:09/01/2024

      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 agreed to a * year contract with Rogers(together with Shaw) as they bought out Shaw and made everyone transfer over....I agreed to continuing another * year contract with Rogers since the following was included: ** months of ****** + * months of *********+ I never received the * months of *********. After several phone calls with the Rogers/shaw team, I was told they were working on some sort of glitch and would let me know but nothing every happened. I never received my * months free not even an email or call back... I gave up and have now missed a large chunk of the hockey season....this is a clear breach of contract and false advertisement, I was never given what was promised to me from the get go. See attached image showing the promotion in which I agreed upon.

      Business Response

      Date: 19/01/2024

      We have spoken with the customer regarding a resolution to their complaint. CX has declined to accept the resolution at this time. We have noted it on their account should they change their mind.

    • Initial Complaint

      Date:08/01/2024

      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.
      Upon cancellation, rep said no need to return modem because it's old and to recycle it.A few months later, we receive a collections letter saying we owe $*****.Tried reaching out via phone, iMessage, Whatsapp, but no agent is available to resolve this!! Ridiculous.

      Business Response

      Date: 08/01/2024

      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

    • Initial Complaint

      Date:03/01/2024

      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.
      ********** services paid bill. Incompetent company put payment on old account. Returned payment to an old credit card and sent my account to collections.

      Business Response

      Date: 17/01/2024

       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 and have reached out and provided our direct contact information to the customer. 

    • Initial Complaint

      Date:03/01/2024

      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.
      "Scheduled a service with ****** for fiber optic modem replacement. Received email and text confirmations for the appointment on 2023******, from **:00 to **:00, but no one showed up. After calling, rescheduled for 2023/*****, **:00 to **:00, yet again, no technician arrived. Continued reaching out to customer service, rescheduled for 2023******, **:00 to **:00, but still no show. Contacted customer service again to arrange for 2023/*****, **:00 to **:00, and was told the technician was on the way. Unfortunately, no one arrived. After further contact, was informed they couldn't reach the staff and asked to wait for notification. Currently enduring a prolonged wait, truly hoping this kind of company shuts down sooner rather than later..."

      Business Response

      Date: 03/01/2024

      I reached out to my ******************* who confirmed the matter was a **** related issue in **.

      My colleagues have since made attempts to reach out to the concerned party to address their concerns.

       

      Thanks,

      *****

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

      Attache | ****** du ********

      Business Response

      Date: 05/01/2024

      This is a ***************** customer. We have already connected the customer ***** ** with the ***************** team and resolved their issue.

    • Initial Complaint

      Date:02/01/2024

      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 trying to bill me ***$ for leaving/cancelling my internet service. I asked if they wanted a tracking # from canada post. They didn't take it. I tried delivering it to a ****** store. They wouldnt accept it. They dont deserve a *****.

      Business Response

      Date: 03/01/2024

      We have reached out to the customer and provided our direct contact information to discuss resolution.

    • Initial Complaint

      Date:04/12/2023

      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.
      **** had a offer to pay for 1 yr of ******* with a 1 yr payment on them when Ignite streaming was added. i received my streaming equipment and subscribed to ******* as per the **** instructions and received a notification that I would be receiving a e-mail from **** to activate their offer on ******* in the next 2-3 days. I waited and after a week I contacted **** and was told that they were no longer offering this option. I was never told by anyone from **** that this offer was rescinded and I am now stuck paying for ******* on my own which I never would and only went with their streaming because I was told i would receive the offer. I would like them to do honour their offer.They have offered to reduce my bill by a one time offer of $***** but I do not think that this is fair. They should honour theier commitment as I am now wondering how many others have been ******* in the same way

      Business Response

      Date: 06/12/2023

      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 have reached out to the customer via telephone and these concerns have been resolved. 

      Customer Answer

      Date: 06/12/2023

       
      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:30/11/2023

      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.
      Paying for internet services and have upgraded speeds. Since ****** bought out **** I have had nothing but problems with the internet. Never once had issues. Now the internet keeps slowing down on a constant basis . I've complained several times and it still keeps happening. I either want it fixed or refunded the cost of the upgrade that they are not providing. It works all day no issues and then just stops working. Bounces me from ******* server to ******** server.

      Business Response

      Date: 08/12/2023

      We have been in contact with the customer and are awaiting their availability to schedule a technician visit. 

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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