Business Profile

Internet Services

Shaw Communications Inc.

This business is NOT BBB Accredited.

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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

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.

Initial Complaint
Date:22/07/2025
Type:Order 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.
In May I renewed my contract with ****. I was given new equipment and told to pack up and return the old equipment, which I did. I received an email from **** acknowledging receipt of the package.Yesterday, Sunday, I received my monthly bill from ****, which included more than $*** for unreturned equipment. I paid my normal monthly fee, and tried to email **** the information I have just provided here. Not possible!
Business Response
Date: 26/07/2025
We have reached out to the customer in an effort to resolve their concerns.
Customer Answer
Date: 28/07/2025
The problem has been resolved. ****/****** deducted the equipment charge from my bill.
Thank you very much for your help. I dont think I could have resolved the problem without you.
****** ******
Customer Answer
Date: 29/07/2025

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:15/07/2025
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.
Last month (June), their system was down and I couldn't update my payment information. Their tech support was unable to help me access my account. They then charged me additional fees on my credit card. Unable to contact anyone from thier office via chat or phone to resolve.
Business Response
Date: 15/07/2025
We have contacted the customer and provided our direct contact information and availability to discuss their concerns.
Initial Complaint
Date:14/07/2025
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 writing to formally raise a complaint regarding the early cancellation fee of $****** that has been applied to my account ***************** recently relocated to ******, ************, and I contacted your customer care team in advance to request a transfer of my existing internet services. I was informed that **** does not operate in my new location and therefore cannot provide the same services.Given that the discontinuation of service was due to Shaws lack of coverage in my new areanot due to any fault or decision of my ownI find it extremely unfair that I am being penalized with an early cancellation fee. I was fully prepared to continue my service with ****, but was left with no alternative due to this limitation.I respectfully request that the $****** early termination fee be removed from my account. I have been informed that this amount is due by July **, 2025, and I would appreciate a prompt review and written confirmation that the fee has been waived.Thank you for your understanding and support. I **** **** will take a fair approach in resolving this matter.Sincerely,******* ***** **** Acc# ************* email: ********************
Business Response
Date: 14/07/2025
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 directly to discuss their concerns.
We can confirm that we have reviewed the account and determined that the service agreement and resulting Early Cancellation Fee (ECF) are valid. The early cancellation terms of this accepted agreement state that if you cancel your services or change your subscription for services below the minimum level of service, you will be charged a fee per month plus applicable taxes for every month (or partial month) remaining under the terms of this agreement. As your services are now cancelled, an ECF plus taxes has been applied to the account in accordance with the terms of the agreement.

To be consistent in our practices and fair to all our subscribers,our promotional offers and Value Plans have specific eligibility *************** a business, we need to ensure that we are following viable business practices that are beneficial for our business and our consumers. Customers accepting the ****** Value Plan gain several benefits, including price guarantees, free rental equipment, and discounts on their Internet and TV services. In your case, since the inception of this agreement, you have saved more on your service rates than the cancellation fee charged. Further. At this time, our position is that this fee is in accordance with the terms of the agreement and will not be waived.
Initial Complaint
Date:10/07/2025
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.
****** ( **** )June and July are over billing me , for unused equipment I sent back with tracking number they recieved the return.The guy I talked to on the phone from ****** **** ** , 2025 I gave him the tracking number. He said "he found the return equipment " .He was going to remove the extra charges .July * , 2025 my bill came .The charges + more charges are on this bill .
Business Response
Date: 10/07/2025
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.
Customer Answer
Date: 11/07/2025
I was talking to a lady fron ****** yesterday.
This is the second time I have been told ,they will be removing the extra charges . $******
As she looked up the tracking number just like the last time .
She said "They recieved the equipment ."
I am to pay $ ****** I did pay July ** , 2025
I will wait and see the next bill ,if the extra charges are on the bill.
I did phone ( ****** ) form ****** today 1:** pm left message on her answering machine .
***** ******
Initial Complaint
Date:23/06/2025
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 had Shaw cable and moved to a new address. When it came time to move service I agreed to a date given to me by ****. I had to cancel the install by telephone with **** because my employer could not give me the time off. I made the call and cancelled the install by telephone appointment. I never ended up calling back to rearrange an instal but **** continued to bill me for service that was never hooked up or installed and has sent this fictitious amount of money for a service I never received to a collection company.
Business Response
Date: 30/06/2025
We have reached out to the customer to address their concerns but to date, have not received a response.
Customer Answer
Date: 01/07/2025

Complaint: ********

I am rejecting this response because:
It is simply ludicrous that the company acknowledges I cancelled hookup of service but somehow maintain they have the power to bill for services that were never received because the service they billed for was never hooked up/connected. Big business charging small citizen for something I never received. I reject the companys response 100%. If service wasnt hooked up how on earth can it be billed. This is terrible!
Sincerely,

*** ******
Business Response
Date: 02/07/2025
We have provided the customer directly with a response regarding why ****** together with ****** position remains the same.
Initial Complaint
Date:18/06/2025
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.
On June **, 2025 I called Shaw to explain my bill and also pay my bill. During the call I was told they were charging me $ ** for late payment fee for the month of May. I asked they waived the fee so I can pay my bill due. They declined rudely and I said i was going to switch my network. I switched on Friday June **, 2025 and returned all their equipment the same day. On Tuesday **** June 2025. They sent me a final bill of $******. My regular monthly bill was ******. How did I get to $******. I am only owing for May and June. They are even charging me for July which hasn't even began yet. I want my bill prorated and I am willing to pay for the services I have used with no penalty. Thanks.
Business Response
Date: 21/06/2025
We have reached out to the customer in an effort to resolve their concerns.
Initial Complaint
Date:12/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May **, *0*5, I shifted my home internet from Telus to Show, together with Rogers Calgary with an offer of C$**/month. After a couple of weeks, I realized that the service is very poor and cancelled it on May ** ****.I was sent a QR code and asked to deliver it to Canada Post. On June * the parcel was handed over to Canada Post, and Canada Post confirmed the delivery on *** of June. If a customer cancels the service, then no penalty applies. But on June *, I received a bill of $******. containing a charge of $*** for the unreturned.I called Shaw, and they told me that once they receive the equipment, these charges will be reversed. Now on **** of june, they send me another bill of 3**.70, which has no details at all. I also received an email from Shaw confirming the receipt of their equipment (3) Up to my understanding, ******-***= *8 should be the bill. But rogers has a practice of overbilling to its customers.

Business Response
Date: 13/06/2025
We have reached out to the customer in an effort to resolve their concerns.
Customer Answer
Date: 19/06/2025
I received a call from mr.***** of shaw from the office of the president on June 14.
I was promissed that they will send me a new invoice od zero payable in a couple of days.
Today is june ** and I have received nothing
Initial Complaint
Date:02/06/2025
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.
**** services have been a disgusting nightmare, alongside the poor customer service. The customer service has never been so poor through ****. It has been taken to a new level. We have not in two years as a servicing business had so many issues with a company. Its gotten worse since December 2024. A few of the most severe issues include overcharging us $*** on security services that took months to receive a refund. Charging us for services even without having them installed. Hiding a full account number from us without any form of contact. Ignored emails and contact from said sales staff. Lack of accountability through customer service - nobody gives us case numbers. Nobody makes notes on the account. Departments dont speak to each other. Absolute disgusting customer service, thats if you can even get ahold of them. NOTHING in place for businesses, we wait an absolute minimum of 60min on hold everytime if we are lucky. Thats if they dont put you back on hold or end the call because nobody wants to do their job. Weve had down services through security for months that **** denied only to find out that in fact they had everytbing set up wrong. Theyve installed the wrong equipment. Theyve changed and screwed up our phone number. What havent they done? Theyve broken every part of our agreements and if compensation and changes are made to ensure this doesnt continue - cancelling the contracts without penalty is the goal.
Business Response
Date: 04/06/2025
We are working towards a resolution for this customer.
Initial Complaint
Date:21/05/2025
Type:Service or Repair 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.
I've been experiencing issues with my **** Internet since early last year, I have many disruptions with the service it drops out unexpectedly cut off goes out. I have contacted the company. They have not done anything that has resolved the issue. The lines in my area that the Internet operates off ofare over ** years old and we're never meant for Internet. They were only ever meant for cable TV, which was told to me by their technician so I would like them to replace the lines in the area.
Business Response
Date: 22/05/2025
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 working with the customer directly to assist them with their concerns.
Business Response
Date: 28/05/2025
Re: Better Business Bureau Case #********
We are currently working with the customer directly to assist them; however, they have also submitted a **** complaint for the same issue. We will continue to support them through the **** complaint process.
Customer Answer
Date: 28/05/2025

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:13/05/2025
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.
April **, 2025 False Charges of equipment never had nor installed I was charged an installation fee of $*** for equipment that I never had (account ***************** *, 2025 Statement (account #**************** to remove charges from previous service The total false charges $***** My previous plan expired on April **/25. I started a new internet plan using the same equipment April **/25.The equipment was still functional and never changed, yet one of your **************** ***** ***** advised that I owed $***** for new equipment I never ordered or received.On my May */25 bill it says to remove the following services from my old internet plan, but I was still being falsely charged for their use after my new internet plan had begun and the other was no longer active.Ongoing Negligence Every year since apartment building where I live and have basic cable plus a few extra channels included with my rent had changed its equipment had included ********** Ice. New equipment was put in the building, removed ********** Ice pkg but kept basic cable plus few extra channels Every season when I spend days and hours on the phone being bounced from Bulk account services to New customer account services educating staff in order to receive personal ********** Ice package for the duration of the hockey season while my favorite team is playing For the past * years during hockey season( *** mths) I have to pay AGAIN for basic cable plus equipment boxes in order to get a hockey package. Past hockey season monthly charges for two rental boxes $**/mth + basic cable $*****.
Business Response
Date: 13/05/2025
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: 17/05/2025
I want to thank the BBB because with your involvement Shaw Communications *** finally acknowledged their wrongdoing. They made an offer then improved it of $***** off with a new two year internet contract. What was ethically concerning was receiving an email that stated it was from the office of the president but the name of said president was nowhere in the letter. It was signed by ******, no last name. Thank you once again, ***** ****
Customer Answer
Date: 17/05/2025

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,

***** ****

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Shaw Communications Inc. is NOT a BBB Accredited Business.