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.

  2400 32 Ave NE Calgary, AB T2E 9A7

• 

  Shaw Cable Port Alberni

  4278 - 8th Ave Port Alberni, BC V9Y 7S8

• 

  Shaw Cable Systems

  1591 McPhee Ave Courtenay, BC V9N 3A6

• 

  Shaw Cablesystems Ltd

  2350 Hunter Rd Kelowna, BC V1X 7H6

• 

  Shaw Cablesystems GP

  470 3 Ave Prince George, BC V2L 3B9

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:14/09/2022

  Type:Service or Repair 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 live on a road parallel to the highway. On august 17 at appoximately 130 am a vehicle stuck a telephone/internet pole on the highway and took out the telephone and internet cables. There is now 3 households that do not have access to internet (or land line)The following day a new telephone pole was installed.**** was contacted by all 3 house holds multiple time.I booked an appointment to have a technician come and the earliest available time was 2 weeks from the time of the phone call.My neighbours called and booked an appointment (the earliest available appointment was 2 weeks following the accident). **** technician was a no show. I then called after the 2 weeks and the first available appointment was another 2 weeks away.We have now been without internet for a month, the **** technician never showed up for the scheduled appointment nor was there any communication that the appointment was cancelled or would need to be rescheduled. When I called customer service to complain I was given no explanation as to why the technician did not come for the scheduled appointment nor was there any type of apology or even sympathy given from the customer service representative.There was no offers to rebook for a later day, all I was told is that they are working on it and that special approval may be needed from the city as it involves crossing a highway and that the highway would need to be shut down. However there was no issue with another company coming the next day to reinstall the telephone pole on the highway.I feel like **** is not being honest with me, as a customer. They would not give me an expected date of repair and this has now been going on, and I have been without internet for 1 month/4 weeks with no hope for repair in the near future.

  Business Response

  Date: 26/09/2022

  We have been in contact with the customer and are working towards a resolution.

  Customer Answer

  Date: 26/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: there have been no steps or action from the company.  It has now been approximately 5.5 weeks of no interenet service and **** is still charging us/sending bills for a service that it not being provided.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/10/2022

  We informed the customer on the current status of the repair work and path to resolution. We are committed to continue to follow up and providing updates as we work toward restoring his services. 

  Customer Answer

  Date: 06/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: there has been no resolution, the issue has not been fixed and we are still without internet services. How long is it going to take to have internet services again? It has now been 7 weeks, we have not been provided a service for nearly 2 months. This is beyond an inconvenience and now an unacceptable amount of time.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/09/2022

  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.

  I called Shaw cable on August 26/22 to relocate my service to a new residence I moved into on September 1/22. At that time I was told a technician had to come out and hook my cable service. The technician was suppose to be here to hook my service (which Im still paying for) on September 7/22 between 4pm and 6 pm. I received a call from a woman by the name of ******* who works for Shaw Cable just before 6pm. She informed me the technician wasnt going to come by afterall. I had somewhere to be but had to reschedule so that I would be home to meet the technian. I was upset so she decided to hang up on me. What kind of business treats thier customers like that? I am still paying for the service and this is how they disrepect me as a long time customer. That is a complete lack of respect for a customer that I do not appreciate. Is this how Shaw cable treats thier customers? This is unexceptable, I have never been so poorly treated by a company who i pay fopr thier service. I am still paying for the service and i still do not have cable hooked up in my new residence and i am still paying for the service? This is unbeleiveable and unexceptable. I am filing this compliant to get this terrible customer service delt with.

  Business Response

  Date: 15/09/2022

  We have set up a callback with another agent for Sept 20 2022 who is able to reach out after 4pm PT.

• Initial Complaint

  Date:06/09/2022

  Type:Product 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.

  August 30, 2022 (10:00 pm) television suddently stops working. Turned off television hoping it would reset itself. It didn't work.August 31,2022 - contacted ******************** their technician and my husband, (*****) ran through their programs - everything was fine with the television.Sept. 1, 2022 - Contacted **** -followed the technician's directions, we went through the testing. Idenfied the ******** box as the issue. Made an appointment for a technician to come on Saturday,September 3, from 1;00 - 3:00 pm. Waited until 4:00 pm before contacting **** again. **** informed us the technician had been to our place and said that we were not home, phoning my husband, trying the doorbell and knocking. THIS IS WRONG - WE (both my husband and I were home) waiting for ****** TEHNICIAN to show up. We checked our doorbell - it was working (and has worked for over thirty years), the technician said he KNOCKED on the door - my husband was on the computer which is right next to the door - there was no knocking. My husband checked the phone log and there was no activity on the phone since Thursday night. The customer service rep said there was a picture of a grey siding house (available on ****** map) of our house in the technician's report. We have now been rescheduled for Wednesday, September 7, from 12:00 - 14:00 hours. I am withholding payment from **** until my issue is resolved. * ** **** ********** * ******** *** *** ************* *** ************ ** ****. I also believe this is the type of situation where the ***** of ********* should be informed of their company's incompetency.

  Business Response

  Date: 08/09/2022

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

  We appreciate the time you have spent and frustration experienced waiting to have your TV service repaired.  We see that the service call appointment has been completed and it appears that everything is working as it should be.  We have left the customer a voice mail message with our direct contact details should they have further concerns. 

  Customer Answer

  Date: 14/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:  there is absolutely nothing in their response to indicate how **** intends to improve their customer service or in this case their lack of service.  If this experience with **** is anything to go by, then I feel sorry for their customers.  Surely, this media giant could come up with better solutions.  There is no reason, that we had to rebook our appointment.  **** should have taken the initiative and immediately rebooked the appointment.  Try to remember - this lack of service is totally ****** s**** up.  One quick solution is having a service technician on call so they can fix any missed service calls. 

  One last note of concern:  On the day **** did actually show up they were going to the wrong place - they had they were going to *********************** - not *******************************************!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:30/08/2022

  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.

  On July 1st 2022 I paid **** ****** dollars. To this day they stating I never paid. My bank has opened a dispute for system shows they received the funds. I had paid account via the app. I been promised a supervisor would call me no call back. Every agent I spoke too said they would look into it and still no resolve.

  Business Response

  Date: 07/09/2022

  We have been in contact with the customer and are working toward a resolution. 

  Customer Answer

  Date: 07/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,  awaiting call vack as promised or email by company to notify me of resolve
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:25/08/2022

  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 have now made over 10 attempts to have a wire removed from my house that goes across my property and it belongs to SHAW CABLE. I made arrangements with a woman on August 18th to remove it on Friday August 19th, I had to leave work early, but they never showed up. When I called that evening around 7:45 pm the man told me there was nothing scheduled. I tired again numerous times since Aug 19th to reschedule the removal of the wire but every time I called this week to get this done, NO ONE is able to find the correct department or person to arrange the removal of the wire. Also, I got a call from someone today from **** DIRECT telling me I did not have the right department because the wire from the pole belongs to SHAW CABLE and that my previous complaint is not valid because it is SHAW CABLE that owns the wire. So I am still not getting any where with ******************** to take their wire off my house. I am not understanding how something so simple, is so difficult for SHAW CABLE or DIRECT to understand that they own the wire and they need to remove it from my house so that when the company that is doing my fence is 2 weeks doesn't have to deal with the overhanging wire.

  Business Response

  Date: 31/08/2022

  ****** technical operations team reached out to the customer to arrange an appointment for August 31, 2022, to clear the drop line.

  Customer Answer

  Date: 01/09/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:19/08/2022

  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.

  Signed up for an offer to extend my internet for two years with a 129.00 a month rate along with a reduction in my cell bill by 20$ per month. Only to be told two weeks later that my 45$ a month plan isn’t eligible… and that the internet department can’t see the contracts. So tell me why are they able to offer a rate reduction in the first place if they have no idea what the customers has for a contract on the other side. And now I’m being told I need to pay 196$ fee if I want to get the rate reduction. In my experience if the business does something incorrect, they need to own up, pay for the mistake and move on. I’m sure my bad review is worth a lot more than 196$ to the customers it turns away from signing up.

  Business Response

  Date: 22/08/2022

  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: 23/08/2022

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:16/08/2022

  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.

  **** has been telling me I never cancelled my month month services after I both cancelled my services and returned my modem, they then can not provide me any records of my modem return OR provide me proof I called in and cancelled. I had three witnesses to me cancelling my services and all three have stated they heard me request cancellation which took effect the next day from my original call to cancel services. One year later I get told I owe an amount of $740 roughly. I was told this error was corrected but now I am not getting an itemized bill, I am not getting any information regarding the account, I am not getting any information on ways to resolve this. My credit score has been negatively affected by the incompetence. We have not received a bill either for the services in a year (when we cancelled)

  Business Response

  Date: 20/08/2022

  We have reached out to the customer in order to provide a resolution. 

• Initial Complaint

  Date:04/08/2022

  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.

  I have been with **** for many years now? and I have paid a small fortune for their service as you probably are aware, now Im moving to an area that they cannot supply me with the product I require and because of this I need to give them an additional $20 a month for the duration of the contract that I signed a few months ago?. Now I feel that because they cannot supply me with the product I should not have to pay a penalty as it is their fault that I have to close this account not mine

  Business Response

  Date: 05/08/2022

  The customer remains unsatisfied with the presented resolution to resolve her concerns and declined our offers. 

  Customer Answer

  Date: 08/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I feel that because they cannot supply me with a service I should not have to pay a penalty it is their fault not mine
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/08/2022

  Type:Service or Repair 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.

  We are seeking resolution of having our landline from ***** account no. *********** to ********************** account no. *************. Service address *******************************************************. Our decision to have our landline ported from ***** to **** was due to a lower rate. The agent we requested the service from (**** ****) confirmed that we will be able to keep the same landline phone number as before (while with *****: ************). The **** technician came on July 21 and noted that the ported phone number (************) was to be active later that day.After seven days without the number reactivated, on July 28 we contacted **** again, and this time the agent (****** ****) confirmed it is processing and will be active within 24 hours. On July 29 the number still wasn't active, so followed up with **** again. The agent (**** ****) confirmed he spoke with his team, put a priority on, and the number (************) was to be active within a few hours. He confirmed that this would be "automatic".Also on July 29 we confirmed with ***** that the number (************) has indeed been ported over to ****. They confirmed that they are not legally allowed to deny requests to port a number, that the number was ported over to **** on July 21, and everything has been taken care of on their end.On July 30 the number still wasn't active (now on day 10 without phone and missing calls for urgent medical appointments), and this time the **** agent (***** ****) noted that ***** "denied" the request, which totally contradicts 1) what the previous **** agents told us, 2) what the **** service tech told us, and 3) what ***** confirmed they must abide by for porting numbers. **** is inconsistent and now blaming it back on *****. It is crucial that we keep our same phone number (which we've had for over 20 years). We request that:1) The number ************ be activated by **** a.s.a.p.2)We get fees from July 21 waived as we have been without phone

  Business Response

  Date: 12/08/2022

  Attempted to contact the customer to confirm that the phone service is now working and confirm resolution but we have been unsuccessful with our attempts. We have included our direct line within the emails we sent to the customer and will wait for a callback to further discuss. 

  Customer Answer

  Date: 19/08/2022

  
  Complaint: ********
  
  We are currently on vacation, and it appears **** used a contact phone number other than indicated in this claim.

  Out latest invoice from **** still lists phone charges, and the last **** chat agent noted phone is still active (it shouldn't be as we have now had successful service from *******  We will need to see next month's invoice first to ensure **** doesn't keep charging for a non-existent service.

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

• Initial Complaint

  Date:12/07/2022

  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.

  Issue # 1 June 2021 I moved to *************** and terminated my landline *************).June 2022 I moved again and was told by the installer of the modem that I was still paying for the landline I had cancelled, he said I was still billed for it and I ALSO owed money for not returning some equipment. No pick up or return request was made by **** I rec'd a call to survey the installation and told that guy the issue and asked to receive confirmation of exactly what was going on. I never heard from anyone again.Issue#2 I tried 5 times to buy a cel phone and bundle my services but I cannot speak to anyone who will assist. You can only speak to Mobile OR internet, never someone who can bumdle. I was informed by a rude agent named Daily that there were NO supervisors, she had no management oversight at all.I then went to chat and relayed my concerns in writing and was told I would receive a call from a Supervisor/someone equipped to sell me a cel phone + data plan would call me within 72 hours. Never heard from anyone.I was told by the survey guy in June that someone would call me I was told in March that someone helpful would call me Those were just lies.I would like to know:1/WHY am I paying for a service I cancelled and WHY would I pay for equipment that their own installer said was out dated (15years old) and was junk anyway?2/Why don't staff have ANY supervision and happily tell you so as they are being rude and unprofessional?3/ WHY can't I buy a cel phone from my internet provider - they advertise phones and data plans but there is NO ONE to talk to. I'm not buying a $1200 phone and plan on a webpage!4/ HOW does one reach a human being at **** who is not a new hire or bizarrely rude?

  Business Response

  Date: 13/07/2022

  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: 18/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  **** phoned me and once again made a bunch of statements which were 100% false:

  - I could expect a call on Friday between Noon and 2.  This is a clear and specific expectation they gave me but it was a lie
  

  - I was clear there was no value in having someone call and not leave a return phone number if I was briefly unavailable but my phone didn't even ring
  

  - I asked that I be clearly told what the situation with the landline and phone equipment was but in ****** written reply they make conflicting statements, concluding with "So going forward you will not be charged any equipment fee for that phone equipment. "  My question remains: WHY was I charged over the past year for service and equipment that was not used and in fact CANCELLED.  But **** will only commit that "moving forward" I won't be charged.  WHY does **** charge for cancelled services for a full year?  
  

  - ALL concerns remain:
  

  - why is any customer charged after cancelling a service
  - why does **** phone staff have no supervision and make this statement so confidently, they are clearly not accountable for providing accurate information leading to a year of charges on cancelled services

  - I have been waiting for MONTHS to simply bundle services and buy a phone.  If **** want to be a blackbox company with no human contact they just need to say so but repeatedly telling me that I will hear from a human to assist in my purchase when that never happens is dishonest gaslighting and not within their own TOS with the ****

  Time and time again **** tell me what I can expect from **** and then nothing happens. Employing someone to call me and again just waste my time reveals their true intention - to defer and deflect but not provide ANY customer service

  I'm only expecting **** to do what they say they will.

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

  Customer Answer

  Date: 25/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:  This is NOT a response to the clear and specific questions and issues.

  This is a Better Business Bureau complaint, not a customer complaint.  My customer complaints were unanswered for MONTHS while I awaited the phone calls they told me to expect. 

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

  Business Response

  Date: 27/07/2022

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

  We have been in communication with the customer directly to discuss the concerns brought forth. Our records indicate that services were disconnected as requested. We have asked the customer to provide documentation proving otherwise.