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Business Profile

Internet Services

Shaw Communications Inc.

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

    • 268 total complaints in the last 3 years.
    • 104 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:10/03/2023

      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 am writing to express my extreme dissatisfaction with the service I received from ****. As a loyal customer for the last four or five years, I upgraded my contract on February 24th, 2023, but the modem arrived on March 1st, 2023. There was a significant delay, and the modem did not work when I installed it on March 1st, 2023.I called **** technical support on March 2nd, 2023, but they needed help from an in-house tech to make the modem work. The Technical support agent gave me an appointment for five days after, on March 6th, 2023, at 6 pm. This delay meant that my wife and I were without internet for five days, even though we were charged for this service.To make matters worse, when I called **** customer service to ask for help, I was given several unreasonable options. I was told that I needed to sign a new contract to go back to an obsolete internet plan, agree to pay 30 dollars more than the 104 dollars for the new **** internet plan for the old internet plan, or agree to pay 135 dollars for a plan I was spending 84 dollars previously. I was also told that I needed to agree that **** would install the ongoing charging plan in five days or pay 150 dollars to cancel ****** new internet plan yet to be installed. These options were unacceptable, and I had to complete online responsibilities that, as a person, I have. My wife has online courses to do, but we did not have the internet for five days, which is unacceptable.****** customer service failed on multiple ************* should have given proper and according to the situation explanations.2.They should have solved the problem caused by ****** equipment, service, and plan.3.They should have provided an opportune, efficient, and good service.4.**** should have delivered superior speed service, coverage, and control as promised.I request compensation for the internet service that I did not receive.

      Business Response

      Date: 16/03/2023

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

    • Initial Complaint

      Date:01/03/2023

      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 am unable to get a satisfactory resolution regarding a rental cable box belonging to my late mother. I cancelled the services on Jan 28, 2023, and told the agent there is no one available to send the box back as both children live thousands of miles away. The agent understood and told me there would not be an issue. He charged me a refundable amount of $100.00 which would be returned once **** received the cable box. I paid all outstanding amounts including the $100.00 and the account has a zero balance. Yesterday, I received a letter from **** addressed to my late mother threatening to put the account into collections if the box was not returned within 10 days. Despite speaking to 4 agents, I am unable to resolve this issue. The last agent I spoke to said the box must be returned within 30 days after cancellation despite being told differently by the first agent. I need your assistance to speak to someone who can help me get this resolved.

      Business Response

      Date: 03/03/2023

      We have reached out to the customer and provided a resolution to their complaint. 

      Customer Answer

      Date: 03/03/2023

       
      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:06/02/2023

      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.
      My **** account changed on Jan 27/23 to just internet300, which is $98. I spoke with a representative on Jan 25 to confirm I was only going to be charged that amount on the 27th. She told me yes I was. **** records all conversations. On the 27th I was charged $180, which was amount from previous plan. They are now saying the new fee starts February 27th Sounds like a scam to me. My **** account is *************

      Business Response

      Date: 10/02/2023

      We attempted to contact the customer via phone number on file and left a voicemail with our direct line on February 6, 2023; however, we have not heard back. We attempted another call today and no one answered. We will require the customer's availability to speak to us over the phone so we can address their concerns. 

    • Initial Complaint

      Date:24/01/2023

      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.
      I closed my **** account in September 2022. I was supposed to get a refund from **** ****** dollars. I have called **** customer service minimum 8 times with no result.. The **** policy is double standards, because when you own **** money, they can just simply cut off your service but if they own you, you will never get it back. My account number is *************. Thank you.

      Business Response

      Date: 24/01/2023

      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 to discuss their
      concerns and are working on resolving the matter.

    • Initial Complaint

      Date:19/01/2023

      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.
      We have been with **** for Internet and tv for several years and we have had less than great internet. In July of ******************************************************************************** April of 2022. Since moving we lose connection several times an hour, we have internet and tv go down multiple times a week. Service has drastically declined from our old location and even then it was less than ideal. After speaking to their tech and having them come out we were told there is a known issue in the area on their end that has an undetermined repair date and the *** mbps we can get is 250 rather than the 750 we are paying for. My wife requires Internet for the job she returns to in February so I am trying to cancel services to switch providers to a reliable internet connection. They want to charge us a $280 cancellation fee for cancelling a year early even though they cannot provide their end of the contract. I have spoken to their customer service and they refuse to waive the fee.

      Business Response

      Date: 20/01/2023

      ****** Technical Team has contacted the customer and will continue to investigate.

    • Initial Complaint

      Date:16/01/2023

      Type:Order 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 first entered a two year contract with **** for $125 a month on Jan 4, 2021. One year into it the rate changed to almost double. I talked with them and they put the bill to a lower amount not back to the original agreement of $125. it settled at a $140 ish Now comes the problem I started my new 2 year contract with **** mid December *************** less **** charged me for some monthly fee. I called them and the rep said he was going to fix it and my next bill would be a lower bill to reclaim the overspend i paid. Only the credit on the next bill is not correct and they still owe me for the overcharge. Not only that but at the time of the renewal there were sign up bonuses and such. Nothing was applied to me. I was never out of my contract with them. I would appreciate some other eyes trying to sort this out. ********************

      Business Response

      Date: 16/01/2023

      We have reached out to the customer and resolved his concerns. 

      Customer Answer

      Date: 16/01/2023

       
      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:10/01/2023

      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.
      I canceled My **** services back in September, returned my equipment as of October 5/6 as per my supporting documents. Now **** is attempting to make me pay for something I have returned. I have emails confirming both products were returned and now **** is attempting to get more money form me. I would like the company to contact me and have these charges reversed immediately.

      Business Response

      Date: 12/01/2023

      We have been in contact with the customer and resolved the complaint to his satisfaction. 

    • Initial Complaint

      Date:03/01/2023

      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 had a **** internet service with 2 year contract and started from 2021 and end June/July 2023. After 6 months I have so much problems with internet. I did phone them and whatever they use to told I did but didnt work. They also came couple time and checked and change what they think and tried to fixed. After every time they does something then its good for an week then the problem back again. Because of that I had missed many important meetings. Well I tried to do what they said and they tried to fix but didnt fixed. In June 2022 on *********************** different house so I phoned them and told that I want to disconnect **** internet service as I have so much problems so I asked how I can send the modem back. I also requested them not to charge full contract left over money..The lady gave a no. and told to go Canada post. I also requested if there is a email address I can communicate. She said no Well then I send the modem and they send a confirmation email on July 15/22. On November/22 **** phone and send a bill of $372.70 which including the contract due. However, when I spoke with the guy the last he told me I have to pay $120. So, when they send me the bill i paid $120 on November 8/22 as they send the bill on November 1/22. But the guy said that I have to pay also monthly payment till November/22 as my connection was not disconnected. I told the guy I did phone and send the modem and after you received you should disconnect but not you keep connected and now asking me to pay. I believe which is not fair. Then the guy said that I have to use word disconnect my line. I said I asked for a code to send back the modem and also requested for email to explain why I am disconnecting but the lady was unable to give an email. I also said that how you think without modem I am using internet or in your system it should show there is no connection. Therefore, I think **** should not charge me after returned the modem and removed that extra charge from my account.

      Business Response

      Date: 04/01/2023

      Contacted customer via phone to discuss resolution. We left a voicemail with our direct contact details to reach us to confirm resolution.

    • Initial Complaint

      Date:03/01/2023

      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 was sent a credit with the remainder of my bill on Dec 1, 2022 for payment. **** put me into collections on Dec 3, 2022. On the bottom of the bill it gave me till Dec 26 to pay. Due to the holiday it was paid on Dec 28. I would like this removed.

      Business Response

      Date: 10/01/2023

      We have been unsuccessful to date in reaching the customer. We have also left voicemails including our direct contact information but have not heard back yet from the customer.

    • Initial Complaint

      Date:13/12/2022

      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 signed up for Shaw Communications on November 2, 2022 and was charged $79.00 to my credit card on November 4th. The next day when I contacted my previous provider to cancel, they were able to offer me a better service for a cheaper price than what Shaw Communications had offered. November 3rd, I called Shaw Communications to cancel the set-up. I was informed that my $79 would be refunded. December 3rd, 2022 I received an email from Shaw Communications about my next bill. I was confused about this, and when I checked to see if I had been refunded yet, I was able to see that I had not yet been refunded. I reached out to Shaw Communications support to find out what the email was referring to and when will the refund happen. I was told the email was about my refund and it should be coming any day now. December 12th, I still have not received the refund so I once again reached out to Shaw Communications support. They first told me it would be refunded by Friday (December 16) and that unfortunately they didn't process the refund until today (December 12). I was shocked to hear this and quite upset. I asked if I could speak to someone who could explain why it was never processed. I was told no one could answer that for me but it will be refunded in a week. I asked, before Friday and one week are two different answers so please clarify. They tried to say they never said Friday. And would not send me a transcript of the conversation when I asked for it. I believe they tried to not refund my $79 and if I had not followed up, they would never have given me my refund. I do not think that is good or fair business practice.

      Business Response

      Date: 19/12/2022

      We attempted to contact the customer to address their concerns. 

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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