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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

    • 263 total complaints in the last 3 years.
    • 100 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: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. 

    • 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.
      On Monday dec 5 2022 our internet service was disconnected due to non payment. We connected to a **** agent online who told us once we pay in full they will immediately reconnect the service. I was told it would take 5-7 minutes. Once I paid they couldn't restore my service. They wanted to wait until the 8th to send a technician but after talking to a supervisor we got one the next day. He came out and told us there is nothing he can do and it's an office issue. Since then we have got nothing but a run around from ****. They told me it would be resolved by Friday. It was not. I requested 3 separate occasions to talk to a supervisor after and was told all 3 times one would call me back, I have not got a call back. I haven't been able to talk to a supervisor since dec 8th. When I try to chat on their website the agent just says it's pending and immediately disconnected the chat. I'm in a contract and they have not been able to provide my service with no explanation and I'm sick of this I just want it resolved.

      Business Response

      Date: 15/12/2022

      Per our records, issue was resolved through our technical team on December 14, 2022

    • Initial Complaint

      Date:07/12/2022

      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.
      So back in May 2022 we moved to a different city and had to cancel our service with shaw communications. Upon checking I was told that there is a penalty to cancel the contract at that has to be paid altogether. Upon returning the device I will be getting a credit of $50 the bill would be adjusted accordingly. During this time I kept a regular contact with the company informing them about every change and also the status of the device return. The day device was sent in the mail I informed you to provide me with the corrected bill so I can clear the remaining charges, The agent told me that since the device is not received yet they cannot make any adjustments. When I did not hear from **** for another week or so I contacted them back inquiring about the status of the return and also the adjusted bill again. I was provided with the bill the adjusted amount and told that there's no date for the payment however sooner the better so I should pay II should pay within the next month. Please note the latest date to return the device using the label that **** sent us was July 26, 2022. What does not make sense at all is that how can they refer my account to collections and make such a big Dent on my credit report when this is not based on Any bad payment record or missed payments or the intention to not make the payment on the remaining balance. This is completely unfair for a business to ruin somebody's perfect credit report by just making false claims about somebody not making a payment on time. There has to be some sort of control that helps consumers like myself to protect our credit ratings from such aggressive vendors when it comes to putting names for collections. They never warned about doing something of this sort.I will write down some dates below relating to all these events I explained above.Acct# *********** Service Disconnect: May 15, 2022.Last date to print return label: July 26, 2022 Device returned: July 27, 2022. **** paid in full: August 10, 2022

      Business Response

      Date: 08/12/2022

      We have been in contact with the customer and resolved their concern. 

    • Initial Complaint

      Date:28/11/2022

      Type:Product 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 was prompted by **** to upgrade my internet and I did so knowing it would be in a commitment. I was also roped into getting a tv package bundle deal even though I don't watch tv but I was told the tv package wasn't in contract only the internet. I took it as truth and didn't read the contract and when I cancelled the tv package I was charged $160 because it was under contract. I was told agents make mistakes and I should have read my contract.

      Business Response

      Date: 29/11/2022

      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.

      Customer Answer

      Date: 29/11/2022

       
      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.

      **** has corrected their mistake. Thank you,


      Sincerely,

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

    • Initial Complaint

      Date:28/11/2022

      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 have contacted **** multiple times to remove our basement suite address from their promotional mailings. They claim there is either no account for the address or it's already been taken off the list, but mail continues to come.

      Business Response

      Date: 06/12/2022

      We have called the customer and left our direct contact information to reach us to discuss their concerns.

    • Initial Complaint

      Date:23/11/2022

      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 have a **** internet at ******** have signed a 2 years contract with them which is going to be end in march 2023, since i have moved at this location i have very frequent ongoing outage for few hours , and its effect on my work that i am working from ******** have to be online to talk with customer & placing an order , resolved their issue. **** is having ongoing outage issue for this area where i live and i have submitted lots of complaints about it from last few months but still cant able to fix it . my account * is ***********. There is a history of my complaint about this outage & i am really tired with **** not solving the outage problems in my ******** would like to cancel the service. i do not want to loose my job because of **** outage and they are not letting me cancel the service & charging me to break the contract. i spoke to Supervisor name "***** " Rep * **** from ******** office for Ticket * ************* & and he refused to cancel my account without any charge. i was paying my bill on time and because their outage issue why do i have to suffer , i should not be charged to break the contract.

      Business Response

      Date: 23/11/2022

      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:03/11/2022

      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.
      Have spent three hours in communication trying to get service/help. Ive been transferred to numerous people- call dropped- having to re explain issues of service interruption and asked numerous times for someone from customer service to call me back. No one has yet to contact me and various formal/documented requests.Im paying for a service and contractual obligations arent being fulfilled- yet I cant get someone to contact me or speak with someone that will resolve my issue

      Business Response

      Date: 07/11/2022

      Re: Better Business Bureau Case #********
      We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB).  Upon review of the account it appears that this issue has been resolved and escalated. We are sorry for the frustrations you experienced while trying to resolve these concerns. Should you require any further assistance we have left you a voice mail message with our direct contact details. 

    • Initial Complaint

      Date:03/10/2022

      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.
      Paid for internet services, I work from home and **** internet service keeps dropping in our neighbourhood. The customer service are not helpful, its affecting my job and productivity. The internet service cuts out several times during the work week.

      Business Response

      Date: 08/10/2022

      To Whom it May ********************* be advised we have reached out to the customer, and are in contact with them, attempting to work toward a resolution.

      Kind Regards, 

    • Initial Complaint

      Date:22/09/2022

      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 have had a long standing dispute with Shaw regarding the lack of internet service I am being provided, for which I have been paying for the last 18 years. My monthly charge is $66.00, which upon signing was meant to be unlimited access. That has since changed. I am still paying but I am constantly struggling with service of getting a simple image of an email to appear, or an online billing site to function, see ******** example (one shows how the ********** does not appear on the email, and the other is how the loading of the page remains blank). I am being charged late fees, but I am disputing extra charges because I do not get proper service. The only solution given to me was to pay them more money. Which to me, why offer the monthly rate I pay, if you will not give the basic internet service. This problem with internet is only happening within my home, I have no problems when bringing my computer anywhere else. It is not the box that I purchased either, as my friend has the exact one and also has no reception problems with it. I would like all the extra charges to be removed from the bill, as well as proper internet speeds to be restored to my address. Currently the speeds I have are 8.75 mbps for downloads, and 78.23 kbps for uploads. * ***** **** ******* ******* ****** *** ***** ******** ******* * **** **** ****** ****** *** **** * **** *** ******** ****** ******** ***** **** **** ** ***** *** **** ** ******

      Business Response

      Date: 23/09/2022

      We have reached out to the customer in an effort to provide a resolution to their complaint.

      Customer Answer

      Date: 26/09/2022


      Complaint: ********

      I am rejecting this response because:

      The email sent to me does not relate to giving a response to the complaint, it is just about not being able to reach me over the phone.  Shaw only phoned me late afternoon on a Friday, and on the folloiwng Saturday when I was working at the Interior Design Show.  I have since emailed them back and asked to continue comunication through email as it will be easier with my schedule as well as the reprentative only being available wed to sat.  I have ******** the printed email for your example.


      Sincerely,

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

      Business Response

      Date: 28/09/2022

      We have reached out to the customer in an attempt to resolve their complaint.

      Customer Answer

      Date: 01/10/2022


      Complaint: ********

      I am rejecting this response because:  They keep saying they have reached out to resolve, but in fact they are once again stalling by asking me personal information with no resolution discussed.  My account information, my email, my phone number have all been provided to them through this complaint, why they are asking for more before discuss anything, is questionnable.  I have had to respond back saying that their shaw chat does not work on my home internet so I will have to go outside of the home to respond back to them, which I will do today.  My request was that they discuss this matter over email with me to fit into my schedule and also because of their wed to sat schedule.

      Sincerely,

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

      Business Response

      Date: 21/10/2022

      We been in contact with the customer and have provided a resolution to their complaint.

      Customer Answer

      Date: 26/10/2022


      Complaint: ********

      I am rejecting this response because:

      I have continued to request a contract and the details of the service I am paying for, but I continually get stonewalled by their responses.  Also there is never a direct response once I email back, it always is an email message from the BBB first before Shaw responds back.  I am trying to understand why they are offering this service at all, as it does not function properly as a typical internet connection.  I was rolled into this service because I did not want to change the contract I had signed for unlimited internet service.  Now I feel this interrupted service is a tactic for the company to push me into higher service fees.   I would like a detailed description of what this service I am paying for is supposed to be.  Not just upload and download speed.  I would like to know what a typical person should expect to be able to do on this service.  I would also like a copy of the contract I am currently supposed to be under.  If this does not get resolved, I will look at what my legal options are with this company.

      Sincerely,

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

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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