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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:20/11/2023

      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.
      We have had Shaw cable, internet and phone since August of 20**. In August of 20** we called to make some changes on the account and clear up some arrears from **** and July of that same year. We also gave them a credit card with pre authorization for payment...At the start of November, on a Thursday our internet went out and did not come back on. On the friday I called and was told they would need to send a technician on Monday, and that she would call me back after the technician to give me a rebate on my account for the * days of no wifi.On Monday the technician arrived and said we have 2 accounts open, 1 just a phone and the account is in arrears so he can't do anything. We called **** and they said they had not done the automatic payments. They also had the wrong email address on file and did not contact us about the missed payments. Also not sure why I was not informed of this on the Friday when I called.So we authorized the payment for the over due which was about ***$, but was told they would remove about *** once we returned some old equipment and gave them the tracking number. They never called us back to give us the refund, so when I called today our account said $0.00. But the customer service person claims we have a credit of $***. They did not refund the equipment charge back to the credit card. They also told us they have been charging late payments on every bill since **** even though the payments for **** and July were to be payed out of the credit card on file when we spoke in August. When we asked then how much to close the account and end service the customer service person hung up on us.I would like the equipment fee back as well as all the late fees since August, and a rebate for the * days of no wifi and streaming, not to mention the terrible and incompetent customer service.

      Business Response

      Date: 30/11/2023

      We have been in touch with the customer in order to book time to discuss a resolution to their concerns.

    • Initial Complaint

      Date:20/11/2023

      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 was forced into a subscription based contract in May 202* to have my internet service turned back on. This internet service never achieved speeds that it was claimed to be. It wasn't even the correct connection as it was claimed to be Fiber-optic, but was coaxial cable. Throughout this whole ordeal customer service has been the worst I've ever experienced. Now, I just received a large bill which I feel is completely unjust. Please see the attached document as everything is outlined there in much more detail.

      Customer Answer

      Date: 21/11/2023

      I just received a call from ****** inquiring about this complaint.  I tried to explain that I should never have needed to sign a new contract to get my internet working again.  So after multiple phone calls, and being left without internet for weeks, in order to resolve this issue of being held hostage for a new contract.  I had placed a call to **** for a new internet plan.  Following this call I was placed on a new contract and suddenly service was restored to my house.  That seems unjust to me that they can deny service that we were paying for because we were post-contract month to month, and a new contract suddenly gets it working again.   This is nothing more than entrapment.  

      At the end of the phone call I was told tough, those charges will not be dropped.  This is the service I expect from ****** to a long time **** customer after their merger.  Glad I made the right choice to get away from this kind of service. 

      Business Response

      Date: 21/11/2023

      We have reached out to the customer and discussed their concerns.

      Customer Answer

      Date: 27/11/2023

       
      Complaint: ********

      I am rejecting this response because:

      Please see the attached file.

      Sincerely,

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

      Business Response

      Date: 29/11/2023

      As per our telephone conversation on November **, 2023, we advised that the application of the Early Cancellation Fee (***) was valid as the account was closed prior to the end of the 2-year agreement. However, as a goodwill gesture, a credit in the value of one months services was applied towards the *** charge and the remaining *** balance is effective. No further adjustments will be made. 

      Customer Answer

      Date: 30/11/2023

       
      Complaint: ********

      I am rejecting this response because:

      I felt that they used a number of lies and entrapment tactics to force me into a contract, then never provided services that I was paying for.  Not to mention being forced out of work for *** weeks due to no internet where I lost thousands of dollars which will not be able to be recouped.

      Since the rejection of this letter this first time, I was sent a new, discounted bill from ******/**** with a **% discount.   I feel that this is as good as I was going to get, even though I don't believe it is fair that I am out thousands of dollars and ****/****** is out a couple hundred dollars from their original bill.  I will accept a ***** fault on this matter.  I have paid the new bill in full.  As such, I will consider the matter closed. 

      Sincerely,
      ***********************

    • Initial Complaint

      Date:10/11/2023

      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.
      Shaw mobile owes me a credit of $******* and $****** on another account since August of 202* they sent me cheques for both accounts that were deemed by **** as ********** cheques after I deposited them after waiting * weeks to arrive then called back on Oct **** and was told I would receive the cheques expedited in ** days but would to sign for the larger one. The smaller one came Nov * on Nov ** I contacted them again they said they screwed up and I would have to wait another 10 days for my money I'm very angry now and I need some help getting my money back as I have contacted them at least ** times regarding this issue and now I don't believe a word they tell me. I have a copy of the cheques and **** telling me to take them to police to file charges against them I have dates and times I have contacted shaw mobile. The only reason I changed to ****** is because Shaw mobile told me I had to because they now have the mobile service after joining their companies. I am hoping you will be able to help me deal with this as I feel they are just liars and trying to make me wait for my money that should of been here when they sent the first * cheques. These were credits on my * accounts as I always over pay my bills so I don't have to worry about anything

      Business Response

      Date: 18/11/2023

      We have reached out to the customer to work towards addressing their concerns brought forth in the complaint. We are still actively working towards a resolution.

    • Initial Complaint

      Date:01/11/2023

      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.
      **** will not allow customers to phone them or speak to anyone. They only allow communication with ****** computers that cant address customer problems. There is no way to get an email issue resolved because they wont allow me to speak to an intelligent person. All they allow is artificial idiocy that isnt programmed to resolve my complaint

      Business Response

      Date: 15/11/2023

      The technical support team has reached out to ***** to address their technical concerns.

      Customer Answer

      Date: 15/11/2023

       
      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:30/10/2023

      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 canceled my service with them, as I was moving out of the city. The decision was made with about ten days left in the month. It was an emergency decision, not made lightly and costly in itself.They want to charge me ** dollars for early cancellation. All in all they want *** dollars. ** for the month of September, a portion for the *** fees, and the early cancellation fee.I had to wrestle that information out of them.I have no problems paying my last month. I have no problems all the little fees. I'm not ok being charged an extra month because I'm facing financial hardship. It was not explicitly stated that this fee would be applied. It seems like a really shady way to wring out as much money from leaving customers, it's non negotiable, and it'll affect my credit if I can't make it.All in all, I'm looking for some kind of advocacy in this matter. I don't believe it's right and if I can get any help I'll take it.

      Business Response

      Date: 01/11/2023

      We have been in contact with the customer and worked with them to address their concerns. 

    • Initial Complaint

      Date:10/10/2023

      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.
      We are the custom of Shaw Cable. We renewed our contract with **** (now it is called ****** together with ****) on Sep *,2023. Because they have new system , the boxes we bought before didn't work and nobody told us about this when we renewed the contract . We had ** years old senior who cannot learn their new system and their new remote control. Since we are dissatisfied with service, we were trying to cancel their service during trial time and was told we had pay about *** cancellation fee, no one told us about this cancellation fee during the renew. We called customer service many times and no one provided useful help , all they did were give us contradictory information which confused us more , promised us to call us back, and never did. and always cut our line for no reasons. Their technicians didn't give us any help also , always gave us wrong hope and empty promises.My account number is *************

      Customer Answer

      Date: 10/10/2023

      On Sep * . I renewed my service with **** through phone, and during the process, the sales didn't tell me anything about they are having a new system and the old  which wouldn't work anymore. and sales told me I had ** days for trial and cancel the service anytime during these ** days. The boxes I bought before  didn't work anymore and I waited several days for technician coming for help . Even with his help,  I still couldn't watch TV and at that time  the technician gave us two more boxes which he didn't mention anything about the extra charge which we learnt three weeks later that would charge us 5 dollars for each box. I took vacation from Sep. ***** after I came back , I tried to contact **** customer service several times, I talked to different persons and asked to cancel the service and  at this time they told me since we are not new **** customer, we only have ** days for free cancellation. First I am an old customer, but **** system is new, so I think for this system I am new  ,I deserve ** days for  a try and second no one told us ** days free cancelation until I called the customer service. During my call to customer service, all their representatives are not professional, gave us contradictory information. There are many detail information here which I have no room to write.I asked to talk to their supervisor and they always told me the supervisor was busy and promised me to call me back in one hours, that never happened either. Finally I talked to the supervisor who didn't provide any help either . I am very disappointed, disappointed by their service, their profession, their attitude , they didn't tell the customer the whole information which the customer should know at first, all they want is push the customer to sign a contract and make money

      I couldn't provided any signed contract since all the process were done by the phone

      Business Response

      Date: 23/10/2023

      Attempted to reach out to the customer via phone but to no avail. Left a voicemail with our direct line for callback on October **, 2023, awaiting for customer's callback with their availability.

    • Initial Complaint

      Date:10/10/2023

      Type:Product 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.
      September * I received an email from **** stating if i renew my internet for * years i get ********* NOW for 6 months included. I called September * and renewed, paperwork received Sept *. I was told for ********* now i need to wait for an ignite box and it will work once I get it and hook it up. I received the box and hooked it up and sportsnet was not working Oct *. I called messaged and called and after * agents and *+ hours of chat and they stated the promo had ended and they no longer offer the * months ********* now as of Sept **. I explained I signed the * year contract on September * which was within the promo period. I was told there is nothing they can do and if I want it I have to pay extra. I explained it is bait and switch to offer something and not give it. They refused a refund or to offer the service. ********* now is $****** per year, so half of that is $** plus GST is $*****. I am looking for **** to either fulfil their obligation of providing what was offered (********* for * months) or refund me the cost of $***** so i can purchase myself.

      Business Response

      Date: 10/10/2023

      We have contacted the customer via phone, and we left a detailed voicemail with our direct contact information to reach us to confirm the resolution.

    • Initial Complaint

      Date:04/10/2023

      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.
      Date Assigned: 202*-10-01 Collection Amount $*** The account number shows ******** Last payment date: 202*-09-01 There is a collection showing on the credit card from Shaw Cable for $***. I wasn't even their customer at that time and I was a **** customer back in 201* paid & cleared all my accounts and moved to ****** I have been calling **** and trans union to look into this matter for the last * years to resolve this issue. My credit score has dropped more than *** points and I don't get any discounts from banks on my mortgage. **** is saying there was never any collection under my name. Further, it was ****** mistake to put someone's collection under my name. **** suggested that it was not their problem even though their billing confirmed my account had never had any payment issues.

      Business Response

      Date: 06/10/2023

      We are in contact with the customer and working on addressing their concerns. Awaiting for documentation from the customer to proceed.

    • Initial Complaint

      Date:22/09/2023

      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 cancelled service with ****. They say I signed a contract and owe them about $***. They cant provide me with a signed contract. They also cant provide with a shipping label to return the equipment. They also agreed to allow me to compete a survey after the chat and then didnt send the link. She even tried to say that Thanks for rubbing that in was an admission that I agreed to a contract. ********* charges and tactics.

      Business Response

      Date: 28/09/2023

      We have reached out to the customer via telephone and email to discuss their concerns; unfortunately, we have not been successful in connecting with the customer. However, we have provided them with our direct contact information should they still require assistance.

    • Initial Complaint

      Date:21/09/2023

      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 had Internet with shae for many many years. I have also had TV as well. Since ****** took over **** I have noticed in your customer service they are rude and they have a tone never heard before when was ****. I was talking to a tech person because after many restarts and restarts I could not get my streaming box to work. I called and a lady tech answered the phone. I told her the issue she tried a couple things then while I was talking to her about doing something she interrupted me to tell me she had a meeting to ho to and would call me back in 30 minutes in the middle of the call. I called about getting tv services which since ****** took over **** the prices have gone way unrealisticaly expensive that you have to be a CEO to pay for it. The prices have gone sky high since take over and the reps on the phone are only profit profit profit while speaking to you they have no humanity any more and are only their to make a buck off you. I am looking at leaving because this is not even enjoyable the Internet or anything. There are way more added fees onto everything that were never there with ****. All you will say is your kna contract. Why would I want to stay with a company that only sees $$$ and is forcing someone to stay not because enjoy the service. I am still in the old shae Internet plan and was done before ****** took over. I don't want anything to do with ****** any more and the way the reps put it it is more like a threat. I don't appreciate being forced to stay with a company as bad as this and not enjoy one but if there service and the co tranct was agreed to before ****** even took over so if I knew ****** was gonna do this I would have never ever signed the contract

      Customer Answer

      Date: 21/09/2023

      I was reached by one the the people at ****/****** this morning and my complaint has been solved 

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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