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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: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 

    • Initial Complaint

      Date:07/09/2023

      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 obtained a cell line for my wife that was combined with internet and cable service with the company. The company provided $***** cell line service when packaged with internet. In February of 20**, my wife passed away and I subsequently cancelled internet and cable service. At the time, I had expected that they would cancel the cell service as well, but instead they bumped up the line cost to $***** a month for a line that was no longer being used. Due to the circumstances, I did not notice the change and when I finally realized what had happened, 4 months had gone by. I was then told that they were two separate entities and that I had to cancel the mobile line with their 'other' entity. Since I had cancelled all services with the company, it appeared to me that they were unwilling to reduce or waive the charges. I have refused to pay and they sent the file to collections. During collections, I was told that I could sent a message to their "back office". I sent a message as directed by the collection agency, but have not received a response or acknowledgment of the message indicating that they are not interested in discussing further.The new collection agency is now telling me that it has been reported to the credit bureaus and that even if a partial settlement is reached, it will still be reflected on my credit report. Only a full payment will remove the damage to the credit . I refuse to pay the amount claimed due to the predatory nature of this "offer". The company was quite happy to accept adding a new cell line through any entity but set their customers up for additional profit when cancelled. I wonder how many customers get caught with this predatory strategy.

      Business Response

      Date: 09/09/2023

      We have spoken with the customer and are working toward a resolution.

    • Initial Complaint

      Date:01/09/2023

      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.
      In March 2023 I cancelled my **** home internet account. Upon cancelling the account I was owed $***. **** informed me they would mail me a cheque. I called about 6 weeks later and they told me they sent it to the wrong address. I corrected the address and awaited the cheque. A month later I called again escalated to a supervisor and they ensured me the cheque would be sent out. This has been repeated * more times I keep calling every month and escalating to a supervisor with no hope of getting my refund. It has been * month now I have called billing five times and spend over 5 hours on the phone and still do not have my refund.

      Business Response

      Date: 07/09/2023

      We have been in contact with the customer to confirm that refund cheque has been mailed and have arranged a follow up with the customer to provide further support if needed.

    • Initial Complaint

      Date:28/08/2023

      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.
      For 3 years I have tried to get services repaired. After several calls and replaced items to solve the issue a tech found that an outside line is in need of repair. The repair has been outstanding for 2 years now. An update on Aug *** to have it fixed did not happen. No one has answers no one calls back. I need to call to find out what is happening. Due to the monopoly that **** has in my area we are unable to switch providers.

      Business Response

      Date: 29/08/2023

      The customer has advised they have also submitted a **** complaint. We will proceed to address their concerns via the **** complaint. 

    • Initial Complaint

      Date:25/08/2023

      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.
      My partner and I purchased a package with **** for internet. At the time of purchase, we were living in ******* but soon moving to ******. We asked before purchasing if they have coverage in ************ and we were told that upon moving, we would be able to take our coverage with us.Now, after moving, we find out from **** that they dont cover ****** specifically and it costs $*** now to cancel our service. We have until September **th to pay this. We have not yet paid it. They never asked where in ************ we were moving to or specified what parts of ************ werent covered. I dont think I should have to pay to cancel this service when I was made to believe I would still have it upon moving. It is their duty to tell the customer where they have coverage and where they do not, not my duty to sniff out the exact right questions to ask.I dont know if this is the right channel to go through, but I think this is dishonest.

      Business Response

      Date: 25/08/2023

      We contacted the customer to discuss their concerns and work towards resolving their issue; however, the information provided does not match any of our account records.  We have contacted them using the information given to obtain more details.

      Business Response

      Date: 29/08/2023

      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

      Customer Answer

      Date: 29/08/2023

       
      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:01/08/2023

      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.
      Got approved for a payment extension until *** * ****. The payment is in the mail, processed as we had the approval for the extension. They are threatening to cut service *** **** even with the cheque being mailed already and having the extension

      Business Response

      Date: 01/08/2023

      Re: Better Business Bureau Case #********

      We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB).  As you have also submitted a CCTS complaint for the same issue we will be investigating these concerns together. Rest assured we are looking into this matter and will be contacting you directly. 

    • Initial Complaint

      Date:31/07/2023

      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.
      I have complained that I am not receiving the service I pay for over 200 times to Shaw communications over 15 years and no resolution has been offered. I am paying for *** mbps download speeds and always get ** mbps.

      Business Response

      Date: 21/08/2023

      We contacted the customer in an effort to discuss their concerns and work towards resolving their issue; however, we were unable to proceed as the customer was uncooperative and refused to engage. 

    • Initial Complaint

      Date:05/07/2023

      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:July ****2023 Amount: $***** Shaw Communications forced me to pay extra money charges for my last bill without explaining the invoice details, and they refused to send me the last invoice.Note: I have no access to the My **** online portal.

      Business Response

      Date: 05/07/2023

      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

    • Initial Complaint

      Date:16/06/2023

      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.
      **** is charging me $****** for discontinuing my service. They say that it is due to a contract.I have been with **** for the last 15 years and I have never signed a contract with Shaw Communications. I have returned all rental equipment to them as requested.I have also tried to resolve the problem over the telephone to no avail.Sincerely,***********************.

      Business Response

      Date: 22/06/2023

      We spoke to the customer and addressed their concerns. Customer accepted the presented resolution and considered the complaint resolved. 

      Customer Answer

      Date: 24/06/2023

       
      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,

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

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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