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Business Profile

Internet Services

Shaw Communications Inc.

Headquarters

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

    • 262 total complaints in the last 3 years.
    • 99 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:15/03/2023

      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.
      Internet does not work, no WiFi access. I pay for this service through my apartment lease agreement with ******* housing. I have had problems with it from around the fall. I have 3 devices that are connected. Smartphone, laptop and ********************* I have to use the phone for a WiFi hotspot to get my laptop online. Spoke to the building manager and landlord and was told to contact **** directly. I had done that and issue still persistent. I think it is a faulty modem or the cable is somewhat messed up. I can't connect my alexa **** dot to WiFi at all now. I get some internet connection intermittently just barely. No one seems to be able to help me out with this.

      Business Response

      Date: 20/03/2023

      The technical support team is currently trying to get a hold of the customer to address their technical concerns.

    • Initial Complaint

      Date:15/03/2023

      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 was a customer of ********************** for about two years. I subscribed to their internet services. I had bill auto-pay setup for all of my invoices and paid every single invoice on time during my two years with them.In November 2022, I informed **** that I was moving outside of the country and would need to cancel all of my services with them. They cancelled my services effective December 1, 2022 and I was not invoiced for any further services.At the same time that **** cancelled my services, they also, without telling me, disabled bill auto-payments. So although I had a credit card on file, my final bill went unpaid because **** turned off auto-pay and did not inform me. From the moment that final bill was issued, I expected that it would be paid by auto-pay, but it never was.As a result, the final bill of about $*** went unpaid for three months. During that time, I never received a single email communication from **** to remind me about this bill. If I had known about it, I would have paid it on the spot, as I did for all of my previous bills.I received an email from the collections agency about 3 months after that final $*** bill was due giving me my account number for the collection. The moment I saw that email, I logged into my **** account and paid the bill. I then contacted the collections agency and asked if it could be removed from credit record since I paid it right away and to the original creditor. They said I should reach out to TransUnion and Equifax directly to file a dispute. I'll be contacting TransUnion and Equifax in an attempt to dispute the credit hit. However, I do not have a lot of hope that I will be able to remove this credit hit, and I ************** is solely responsible for any drop suffered by my credit score.

      Business Response

      Date: 18/03/2023

      We have spoken with the customer and will continue to work toward a resolution.

      Customer Answer

      Date: 20/03/2023

       
      ********** ********

      I am rejecting the businesses response at this time. The response that I see is that "they've spoken with me over the phone and are continuing to work toward a solution".

       

      I spoke directly with a **** representative on the telephone on Friday, March 17th. Their representative told me that they would be reaching out to TransUnion and Equifax to have the credit hit removed. I was told that they would reach out to me this week (week of March 20) to confirm when this is done. I would like to see this in the formal response to this complaint so that there is a paper trail of that phone call.



      Sincerely,

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

      Business Response

      Date: 25/03/2023

      We spoke directly with the customer and were able to confirm that a satisfactory resolution was implemented.

    • Initial Complaint

      Date:13/03/2023

      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.
      Ordered ********** ice package off of shaws app they billled my account but never activated the service Now there saying that I waited too long to call them they wont get refund the purchase price

      Business Response

      Date: 20/03/2023

      We have attempted to reach the customer at the phone number provided and left a voicemail with our direct contact information. 

    • 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. 

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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