Complaints

This profile includes complaints for Shaw Communications Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Shaw Communications Inc. has 29 locations, listed below.

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• 

  Shaw Communications Inc.

  2400 32 Ave NE Calgary, AB T2E 9A7

• 

  Shaw Communications Inc. (Saskatoon)

  2326 Hanselman Avenue Saskatoon, SK S7L 5Z3

• 

  Shaw Cable Systems

  101-3551 Blanshard St Uptown Mall Victoria, BC V8Z 0B9

• 

  Shaw Cablesystems GP

  2519 Queensway Prince George, BC V2L 1N1

• 

  Shaw Communications

  23 Manitou Drive Sault Ste. Marie, ON P6B 6G9

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:06/10/2025

  Type:Customer Service 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 am writing this on behalf of my mother-in-law ***** as she does not have a computer, laptop or cellphone. Her **** Customer Number is *************, On Sept ** her cable box quite working. On Sept **, I called technical support and they had someone out that night to set up a new cable system. It has never worked. I called on Sept. ** and ** and was told it would be up and running 'today or tomorrow'. On Sept **, when I called i was told that the ticket had been put in and that they had no idea when it would be up and running. It has been two weeks now and she is still without cable. She is ** years old who's greatest form of entertainment is her T.V. This is unacceptable.**** ******** ************** )

  Business Response

  Date: 10/10/2025

  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: 15/10/2025

  Yes. They did get in touch with me and a technician was scheduled to come by on Oct ** from 9-** am. Received a call Oct ** ** **** to reschedule for Oct. **. A technician did arrive at ** and after some work discovered the problem that would be worked on within 72 hours. ( This young man was extremely professional and bent over backwards to help us out.)  Later that day at 5:** received a call from the senior technical team who then preceded to laugh through our whole conversation, knowing the ***** could be now waiting another 3 days for her service.

  Back on Sept. ** when we called technical support we asked just to close her account and was informed that it couldn't be closed until the issue was resolved. Well, it is now, They know what's wrong. Now, ***** would like to close her account, should be no outstanding bill to be paid and we would like a time and date as to when someone will come pick up all the equipment. 

  Thanks so much

  Tori

• Initial Complaint

  Date:29/09/2025

  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 am ** years old and applied and got excepted for a Seniors Account with ****. My bill should be around ****** @ Month however does not matter how often I complain they keep pushing it up to ****** @ Month. When I complain, they put it back down to ****** however then slowly moves back up to ****** @ Month again! When I complain, they always have an excuse? From February until September I have been charged ****** more than I should

  Business Response

  Date: 02/10/2025

  Spoke to customer and attempted to provide explanation to address the customer's concern; however, the call abruptly ended after customer expressed dissatisfaction with our explanation. We attempted to contact customer back and the phone would ring once then go to voicemail. 

• Initial Complaint

  Date:29/09/2025

  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.

  I opened an internet account with **** on September **, 2025, and received my equipment the next day. However, the coaxial port on my wall did not seem to be working, so **** sent a technician on the morning of September ** to fix the problem. When the technician arrived, he was also unable to resolve the issue. He told me that he had escalated the matter to a higher level and promised that another technician would contact me on either September ** or **. Unfortunately, no one has contacted me, and I am still waiting for a technician. I tried calling the original technician, but he never answered my calls. I also contacted Shaws customer service department, but they told me they cannot do anything until the technicians reach out to me. Meanwhile, I have been charged for internet service that I have not been able to use at all. Therefore, I would appreciate your assistance in contacting ******/**** and ensuring that a technician fixes my internet issue.

  Business Response

  Date: 01/10/2025

  Customer has an active **** complaint, and our team is trying to connect with them to assist with the issue. 

• Initial Complaint

  Date:26/09/2025

  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 am discontinuing my **** (recently bought by ******) satellite service. I was told I need to return my PVR and * receivers via ***********. They gave me a code to use and no other alternative to return. I called them back to tell them that Canada Post is on strike and they are excepting no service whatsoever. ****** will not offer me an alternative delivery option to return my receivers unless I pay for my own purolater or **** They will only offer me an additional ** days before I am refunded for my receivers desposit. I said I have no way of knowing how long the strike will go on for and I want to return these items now. I tried to get a manager on the line, but I got the runaround. They will not allow me to drop off at a ****** store either. How do they get away with putting this on my credit card and I have no way of returning to them?

  Business Response

  Date: 02/10/2025

  *************** has contacted this customer to clarify its position regarding unreturned equipment fees. *************** does not control the duration of the Canada Post strike. However,measures are in place to assist customers who need to return equipment, ensuring there will be no negative impact if the equipment is not returned within the specified timeframe. Additionally, the customer is aware that once the strike is over, the equipment must be shipped back promptly.

• Initial Complaint

  Date:22/09/2025

  Type:Customer Service 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 am submitting this complaint regarding ****** Communications **** (****) as an Alberta customer and their recent decision to restrict the *finity app from functioning on iPhones running below *** **** currently own an iPhone *, which is less than ** years old and still receives periodic security updates from *****. Despite this, ******/**** has blocked access to the app on my device. This has directly impacted my ability to manage important household features, including Wi-Fi time settings for my family, which I had relied on through the app.When I contacted ****** for a solution, I was provided none. Instead, the implicit message is that I must purchase a newer phone in order to continue accessing services that I am already paying for. This is highly concerning, as ********************* is both a service provider and a phone retailer. Such a policy appears to pressure customers into unnecessary upgrades, which I believe may constitute unfair business practices.I would like to emphasize:-***** has not discontinued security support for my iPhone model.-There is no demonstrated security benefit to ******/Shaws decision to block access for devices below iOS ******** policy places undue financial burden on customers by forcing hardware upgrades to maintain access to essential services.-It also contributes to unnecessary electronic waste (e-waste) by prematurely rendering otherwise functional devices obsolete. This not only ***** customers but also negatively impacts the environment, at a time when reducing waste and supporting sustainability should be a priority for large corporations.I respectfully request that the Better Business Bureau review this matter and encourage ******/**** to provide a fair solution for affected customers, such as continuing support for older but secure devices or offering alternative means to manage household internet settings.Thank you and I look forward to your assistance in resolving this issue.Sincerely,***** ********

  Business Response

  Date: 25/09/2025

  We have attempted to connect with the customer via telephone and email to discuss their concerns and provided them with the contact information to reach us.
  

  Customer Answer

  Date: 30/09/2025

  
  Complaint: ********
  
  I am rejecting this response because my initial concerns were not addressed. I am attaching a PDF of the email I received from the business as well as my reply for clarification. I have not received a response yet from my reply to the business email.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/10/2025

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

  Customer Answer

  Date: 05/10/2025

  
  Complaint: ********
  
  I am rejecting this response because ****** has not provided a valid technical or security reason for blocking the *finity app on the iPhone *, which still receives security updates from *****. Their business decision is inconsistent, as they continue supporting older and less secure ********** devices that no longer receive security updates from their manufacturers. ****** replies have also failed to clearly address the specific points and concerns I raised. This policy forces unnecessary upgrades, adds financial burden, and increases e-waste. I have attached relevant communications that provide further details for review.

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

• Initial Complaint

  Date:16/09/2025

  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.

  There was a problem with my parents' ******/**** **** - charges that shouldn't have been there. I spent hours on hold with them and never got any help. * times I was on hold for * hrs - throughout the wait a recording said to save your place in the queue you had to stay on the line. So I did - only to have a recording come on after * hours saying they were too busy and couldn't take my call and the call disconnected. I tried the chat and was in the queue and was watching the numbers go down and when my place was at ** a message came on saying the chat had disconnected and to start again. Seems to be impossible to communicate live with anyone. There doesn't seem to be a physical location to go to that could help either. ******/**** has a problem with communicating with customers - is it purposeful? If not why does this seem to be an on going problem? How do I get the errors on my parents' bill corrected?

  Business Response

  Date: 18/09/2025

  The customer has confirmed the matter brought forth in the complaint has been resolved by one of our colleagues already.

  Customer Answer

  Date: 20/09/2025

  
  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:05/09/2025

  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.

  ****** charged me for unreturned equipment totalling $*** plus tax. no deadline was laid out and the provided shipping label is valid until Sept **, 2025

  Business Response

  Date: 10/09/2025

  ************* has resolved the customer's concerns brought forth in the complaint.

  Customer Answer

  Date: 11/09/2025

   
  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:04/09/2025

  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.

  I have been trying to cancel my **** account for a week now. The only way to do so is call and speak to an actual agent. I have been calling and on hold for over and hour and a half and have only constantly been on hold.

  Business Response

  Date: 06/09/2025

  We have reached out to the customer in an effort to resolve their concerns.

• Initial Complaint

  Date:28/08/2025

  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.

  ******/**** sent a bill to my e-mail address for equipment. I did not sign up for any services from them. There was a representative at my house in March that said he will send me a quote, and if I'm interested I can contact them. I gave him my e-mail.I received a bill the end of August for equipment. I checked ****** online and there is an account linked to my e-mail with a bill for $******. The online support couldn't help me because I couldn't verify the account. I couldn't verify it because I did not set it up. I have no other information or documents as I didn't sign anything or received any documents from them saying this account is active.

  Business Response

  Date: 29/08/2025

  We have reached out to the complainant in an effort to offer our assistance.

  Customer Answer

  Date: 02/09/2025

  I was indeed contacted by e-mail from "*****" (no surname) at ****** on Friday ******* * ****pm where they asked when I would be available to be contacted. I replied at *:**** that they can contact me at any time in work hours or after hours, either is fine.

  That was the last communication, I have not heard anything from them yet.

  I will also note that the invoice is due on ******. Shortly after I lodged a complaint with BBB, I received an e-mail and phone call from a collections agency saying my account was handed over to be collected.

  This was on the **** of August, when I asked why, as the due date for this is only ******, they could not answer and said I need to pay it immediately.

  Business Response

  Date: 10/09/2025

  We have spoken with the customer whereupon they confirmed they consider the complaint to be resolved.

• Initial Complaint

  Date:25/08/2025

  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.

  Following the end of a * year contract, and a total of * years with **** as my service provider, I switched ISP's to a more affordable provider after the * year discounts had ended and our internet went up to nearly $*** a month. I successfully cancelled my Internet over the phone after not being able to do it in any other fashion, and as is the nature of this companies had to jump through many hoops over the phone to do so in the first place, and insisting I was not interested in staying with **** and I knew they could not price match who I was transferring to and that even if they could I was still uninterested. I confirmed cancellation and that my last day of service would be August *0th, which was the end day of my billing cycle. After cancellation I also received multiple unsolicited calls from **** agents trying to coerce me into returning to **** service, which I politely and repeatedly declined. Now, on August *4th, I have received a new bill from **** demanding $****** in undisclosed transaction fees for equipment to be returned that I have until September 10th to return. The bill then shows that once returned, $*** will be returned by way of crediting to my next invoicean invoice I will not have as I no longer do business with this ISP. Though I am aware enough to read the fine print and know not to pay this before equipment is due, this is a clear demonstration of the ********* practices this company is set on continuing.

  Business Response

  Date: 25/08/2025

  We have attempted to connect with the customer via telephone and email to discuss their concerns and provided them with the contact information to reach us.