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 Cablesystems Ltd

  180 Briar Ave Kamloops, BC V2B 1C1

• 

  Shaw Cable Systems

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

• 

  Shaw Cablesystems Ltd

  9275 Nowell St Chilliwack, BC V2P 7G7

• 

  Shaw Communications Inc.

  4757 62 St Red Deer, AB T4N 2R4

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: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,
  
  ***** ****

• Initial Complaint

  Date:24/04/2025

  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.

  On February **, 20** I agreed to change my internet, tv and home phone from ***** to ******. I was told that ****** would cover the cost of discontinuing my ***** account.I have contacted the agent ****** ******* by text and email numerous times and I have spoken with agents at ****** and ****, which is now owned by ******, but to this date I have not received a credit for the $*** ***** has billed me for disconnection. ****** is an agent for ******, but ****** agents tell me I have to deal with ****. Last week when I spoke to an agent at **** I was told they would deal with this but there is still no resolution. My ****** account no. is ********* and the **** account no. is ***********. I have email and text messages in which ****** says he is going to deal with it and now he no longer responds to my messages. I never would have changed providers if I'd known I would have to pay $***. I am a ********** senior and I feel taken advantage of and lied to. Please help.

  Business Response

  Date: 25/04/2025

  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 investigating these concerns. We will be in touch by telephone as soon as our review is complete. 

  Customer Answer

  Date: 25/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:  If I were to accept your reponse it would close the case.  I will be waiting to hear back from you.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 29/04/2025

  Thank you for your response, we are currently attempting to contact the Sales agent that assisted you and we will call you once we have more information. 

  Customer Answer

  Date: 29/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: there is no resolution.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 01/05/2025

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

  We understand your frustration over this matter; we have attempted to reach you by telephone and email directly to discuss your concern. Currently we have not yet received a response back. We have provided you with our direct contact information. 

• Initial Complaint

  Date:22/04/2025

  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 would like to make a complaint against **************************. On March ****, I made a payment of ***** to cover what I owed on my ******/**** account. This payment is recorded on my ********** statement. Since then I have received at least * emails from ****** telling me that I had not paid this amount and asked me to pay.Two weeks ago my caregiver and myself called ****** about these false allegations of not having paid the ***** and spoke to an agent called ***. After nearly * hours on the phone the agent acknowledged I had paid this amount and would be putting a trace on this payment. She was going to phone me back once ****** had located this payment but have never heard back from anyone from ****** but have received continued demands for me to pay this *****. I also mentioned to her that I wanted to speak to a supervisor as I wanted a reimbursement of ***** to cover the cost of having my caregiver spending * hours of her * hour assignment on the phone with the agent. She did not transfer me to a supervisor as requested but just hung up on **** am totally fed up with receiving such demands from ****** and their lack of professionalism and competence and request that they get their books in order and reimburse me for the ** I spent on my caregiver dealing with this issue with an agent. Since **** was taken over by ****** there have been nothing but problems which is becoming very frustrating. Here is proof I paid and that ****** bookkeeping is ********************* ***** Transaction details ********* card Transaction: Mar *** **** **** ** Posted: Mar *** **** *********************

  Customer Answer

  Date: 24/04/2025

  I just received another email from ****** today (April **) and here is what it said - I do owe them $122 for last month but am not prepared to make any additional payment until they remove the $***** charge which has already been paid in Mid March. 

  
  Subject: Important Reminder About Your **** ****
  ******* ******
  YOUR ACCOUNT *************  
  TOTAL CURRENT CHARGES: $******  
  Hi ******* ******,
  
  As of Apr **, 2025, we noticed there's an overdue balance on your account. Your total balance is $******, and you can make a payment using one of the following methods:

  Here is a similar email I received from ****** on April ***.  Subject: Important
  Reminder About Your **** ****
  ******* ******
  YOUR ACCOUNT *************
  TOTAL CURRENT CHARGES: $*****
  Hi ******* ******,
  
  As of Apr *, 2025, we noticed there's an overdue balance on your account. Your total balance is $*****, and you can make a payment using one of the following methods:
  
  

  
  

  Business Response

  Date: 28/04/2025

  We have followed up with the customer and resolved their concerns.

• Initial Complaint

  Date:01/04/2025

  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.

  Im on a * year contract till ** February 202*. My contract price is $****** per month plus taxes. Since the take over of Shaw Cable and Fido by ****** communication, every few months they are telling me ( many others like me) for increases in their price of their boxes ( * months ago) and now increase in internet and home phone services. * months ago ****** was in the news because of many complaints and they backed off from the increase in Their box price. They also assured me that there would be no increases till the end of my contract, which they sent me a copy of. * months later and they want to increase the price of their **************** by $**** per month and their home phone service by $**** per month plus taxes. Can someone stop this company from this malpractice and breaching of their contract with the customers. What is the point of a fixed price contract?

  Business Response

  Date: 02/04/2025

  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: 02/04/2025

   
  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:31/03/2025

  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 signed agreed to services with them for all services on one bill and was like this for months than with out warning or my consent in January they changed it to * bills I want it changed back to * bill immediately
  
  Additional Comments made by the consumer:
  

  *****2025: One reason why I went with ****** is that all services were on 1 bill in January they changed it without any permission. I want them to change it immediately plus I made payment arrangements with them that * days later they are denying that they ever happened.

  
  *****2025: * points1 I made a payment arrangements with them calling them ** ** * days for ***************** They said they would take care if it. But they didn't cut me off and were rude about it. **d I signed up to have both Internet and cell phone services o. The same bill they changed it with out my approval in January they are to fix it at once without questions or resistance . * they are to improve their culture and customer service as it is atrocious.
  

  Business Response

  Date: 07/04/2025

  To address the customer's concerns, we do need the customer to verify their account. We emailed the customer to complete the account verification on April * and *, *0*5, but to date, have not heard back from the customer.

• Initial Complaint

  Date:14/03/2025

  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.

  **** charges its customers a month in advance every single billing period and, if you don't give them money for the next month in advance, they place a late payment charge on your account. No other utility company that I have ever used does this. I always pay the "Due Now" amount as shown on the invoice but I do not pay in advance for a time period that I have not committed to. The attached shows that despite paying my Feb bill ** DAYS IN ADVANCE, they still charged a penalty fee as I didn't pay for the next month ahead. I consider this a fraudulent billing practice, not to mention being bullied by them, as they are saying that I OWE something that I don't. It's just a way for them to make more money. I am asking that this practice be stopped and, if not stopped, then investigated.

  Business Response

  Date: 19/03/2025

  We have been in touch with the customer and provided a response to their complaint. Additionally they have been notified of their right to submit a complaint via the ****.

  Customer Answer

  Date: 24/03/2025

   
  Complaint: ********
  
  I am rejecting this response because: there was no solution to the complaint. In addition to justifying their business practice, they also gave false information saying that ***** does the same thing - I've had a ***** account for many many years and I can tell you that statement is false, and also said that its an industry wide practice which it is not. It was clear to me that my complaint meant nothing to them; basically letting me know that if I wasn't happy I could complain somewhere else, ie to the acronym they mentioned. I will be pursuing a different internet provider within the next few months. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 26/03/2025

  The customer has been made aware of their right to submit a CCTS complaint.
  

  Business Response

  Date: 27/03/2025

  While the customer remains unhappy with our explanation, they have been notified of their right to submit a complaint via the ****.

  Customer Answer

  Date: 28/03/2025

   
  Complaint: ********
  
  I am going to add here that the other ***** claim made by the **** agent was that, completely aside from the months billed in advance, I am also two months behind on my payments and told me that if I were to make my regular payment and then an additional payment before the due date, it would catch me up. This claim is patently untrue as verified by their bills to me showing the payments due - ie, if I were in fact * months BEHIND, it would be reflected on my bill which it's not because I am NOT * months behind. Despite me pointing this out, more than once, he persisted with this false statement. 

  I am not unhappy with the technical service provided by **** but I am unhappy with the fact that they are demanding additional funds from their customer base in the form of "late fees" for a time period that has not even happened yet. In my opinion this practice should be investigated and they should be forced to cease such practice. Although on any individual bill it might only be $****, over their entire customer base this is is a LOT of money that is, in my opinion, appears to be a ********** or at least nefarious financial gain. 

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

• Initial Complaint

  Date:10/03/2025

  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.

  I was on a * year contract with ****/****** for home internet and television. I was * year and * months when I cancelled the subscription. Over the *** before, my monthly rates started to increase. I then cancelled the account to move to another supplier in the beginning of January. My contract was for $*** per month but the billing had steadily gone up to $*** per month. I am now being charged the "early cancellation fee" of $*** as my original contract was to end in October. As far as I am concerned the contract was broken when I was charged more then the contracted value and should not need to pay the cancellation fee.

  Business Response

  Date: 12/03/2025

  Spoke to customer and provided explanation; however, customer remained dissatisfied.

• Initial Complaint

  Date:07/03/2025

  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.

  My internet stopped working the evening of March ***. I contacted tech support who advised me that my legacy modem had been discontinued and disconnected. They said they had contacted clients by email to notify them and to get a new modem, but I never received any emails or any form of contact from **** together with ******. I contacted **** to get a new modem, and was told it would not receive it until the following week. As a result of the issue, I will be left without internet for up to * days. As someone who works from home, I will lose hundreds in wages on top of not receiving the services that I've already paid for. The customer service team was not knowledgeable and was unwilling to escalate my issue to someone who could assist further. I am requesting a minimum of 1 month refund for the services paid, which is reasonable considering the lack of contact from the company, sudden loss of service, and loss of wages as a result of the incompetence from ****.

  Business Response

  Date: 07/03/2025

  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 thank you for your patience while we are currently investigating these concerns.
  

• Initial Complaint

  Date:31/01/2025

  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.

  In August of 2024, I cancelled my service with **** after my contract expired due to poor internet service. I had recently moved and planned to switch to another company's service that my neighbors were happy with - all of which cited "**** is terrible in our area, many people have issues". In the interim, I used our Starlink. **** called me ***eatedly offering "great deals" (more than the other company's service) but I was unable to get a reasonable install date/time due to being rural, so I opted to re-sign with **** and do self-install which the other company doesnt offer. I was ASSURED my modem and package was the issue - the modem I had (from ****) allegedly had known issues with dropping connection and there was an updated model, and having a higher speed plan would fix all issues. I asked REPEATEDLY if this was guaranteed, and the *** said it was. If I had issues I could cancel without penalty within ** days. Signed Sept **, 2024 and installed a couple days later when the modem arrived. Surprise, still the same issues of connection dropping and having to reset the modem a few times a day. I complained several times and finally at the beginning of Oct, I opted to cancel, and signed a new contract with ***** Oct 6. We returned to using ******** in the interim and had ***** installed Oct **. I did not hear from **** until January **, 2025 stating my account was being sent to collections for non payment and had accrued over $**** in unpaid charges for service from Oct-Jan, an early cancellation fee, and unreturned equipment fee. The *** said my account does not show ANY complaints/tech calls, called me a liar, and said pay the bill before hanging up. I spoke to **** again Jan 30th and was told there is nothing they can do and they will not remove any of the charges, that I have to pay the fee for early cancel as the ***** period only applies to "new" customers, not returning customers.

  Business Response

  Date: 10/02/2025

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