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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:19/03/2024

      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.
      **** is refusing to acknowledge return of equipment and reverse the $** equipment charge. Even though it is on their bill they sent me they state they cannot verify this. I've provided a tracking number. The charge was reported to the credit bureaus and now affects my credit score.

      Business Response

      Date: 23/03/2024

      We have called the customer in an attempt to resolve their concerns.

    • Initial Complaint

      Date:19/03/2024

      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.
      had internet service with ******. Quality continued to decline until internet was only available within 10 feet of modem. Calls to ****** got no improvement. I then cancelled my service with ******. While on the phone cancelling suddenly the tech knew exactly what was wrong. Cancelled service anyway. Was told there would be a $** dollar charge for cancelling my contract even though I'm pretty sure that was over too, but said fine. Paid my bill including an extra $**. Get another bill for $** along with a letter saying this may or may not include unreturned equipment. No indication of what the bill is for. Start asking questions, no one can answer what the charges are for. Try to log in to see my bill, get a message saying because my account is deactivated I can't see it. I am not paying money without knowing exactly what I'm paying money FOR. They sent the credit bureau after me. I told the credit bureau that I would be happy to pay if I knew exactly what I was paying for. ****** reactivated my online bill but again it just said I owed them $** without saying why. To me this is a form or extortion. Why am I required to pay money to a company that can't even tell me what I am paying for, whether or not it includes equipment. All this after not even providing adequate service or customer service.

      Business Response

      Date: 20/03/2024

      We have reached out to the customer and worked to address and resolve their concerns. 

      Customer Answer

      Date: 21/03/2024

       
      Better Business Bureau: accepted with provision. 

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided that the **** against my credit report is fixed within the next ** days.  Otherwise my complaint remains. 

      Sincerely,

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

    • Initial Complaint

      Date:12/03/2024

      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.
      **************'s came on a service call. One of our TVs upstairs was not working properly last few months. Finally had time to call. When they showed up for my appointment, they gave me no choice and exchanged all my hardwired shot boxes for Wi-Fi boxes. I had no choice in the matter. Now my TVs are not working Wi-Fi is not working. They promised a supervisor would call back and they want me to be charged more for their error and it is still not Fixed.

      Business Response

      Date: 16/03/2024

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

      Customer Answer

      Date: 23/03/2024

       
      Complaint: ********

      I am rejecting this response because:

      they have sent a service technician out and changed our Wi-Fi modem. Now the situation has gone from very very bad to extremely bad. There is even more things that are not working in our home with Wi-Fi or televisions. I'm paying for service that does not work. I am so frustrated. I have a disability my office is set upstairs and I can't get anything done.  Before they showed up, everything worked except for my TV upstairs. Now every device in my home television and Wi-Fi is not working.

      Sincerely,

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

      Business Response

      Date: 28/03/2024

      We continue working with the customer, but our technical team is having difficulty reaching them. They will continue attempting to do so.

      Customer Answer

      Date: 05/04/2024

       
      Complaint: ********

      I am rejecting this response because: wifi still not restored 

      Sincerely,

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

      Business Response

      Date: 10/04/2024

      We continue to work with the customer, having presented them with a proposed resolution.

      Customer Answer

      Date: 10/04/2024

       
      Complaint: ********

      I am rejecting this response because:

      TV still cutting out upstairs as WiFi doesn't reach. 

      Sincerely,

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

      Business Response

      Date: 18/04/2024

      We continue to remain in contact with the customer in an attempt to work toward a resolution.

      Customer Answer

      Date: 20/04/2024

       
      Complaint: ********

      I am rejecting this response because:

      wifi still not working 


      Sincerely,

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

      Customer Answer

      Date: 26/04/2024

      Hello, 

      This should not be closed. It has zero been resolved...please call me at ****************

      TV and Internet is still NOT working properly?  They are yet sending another technician!!  

      regard ***************************

      ************, 

    • Initial Complaint

      Date:12/03/2024

      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 know I didn't accept the offer they stated and since they say I said yes . They refused to allow me to hear a recording of myself accepting. They say it's a privacy policy but it is a recording of me. I feel that they are not honest and sucked me into a contract. I was very clear that I wouldn't pay that and want to move to a new provider and they say I owe a cancellation fee if I move to a new provider

      Business Response

      Date: 15/03/2024

      We have reached out to the customer to discuss our findings and provided customer with the avenue to request call recording.

      Customer Answer

      Date: 18/03/2024

       
      Complaint: ********

      I am rejecting this response because:I'm still paying the same and stuck with them for * years

      Sincerely,

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

       

    • Initial Complaint

      Date:04/03/2024

      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.
      Back in August 2023 I signed to new contract with **** tv/wireless services. Been a customer **+ years and in total of **+ years all together after taking on my moms account. They have billed me for services I never agreed to with new contract. Now they have removed certain services I rely on and have threatened to charged me again for channels I never had.Unfortunately since I called and complained they've shut me out of my account so, currently I can't add photos of my bills. I'd be happy to once I'm able to access my account that ****/****** has locked me out of.

      Business Response

      Date: 04/03/2024

      We have been in contact with the customer and confirmed resolution. 

    • Initial Complaint

      Date:09/02/2024

      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.
      ****** mobile bought out Shaw mobile in which I had a long standing contract. Every month I laid my bill and continued to do so. When **** customers were transferred automatically to ****** they received a new account number in which to pay their bill, I didnt realize this until a month later when i received a new bill from ****** with an outstanding balance of $****** which I knew I paid, and in fact did pay on Dec **** but unbeknownst to me I accidentally paid my first ********************* to my old **** account. I made sure to pay the new bill correctly and cover the outstanding balance and then track down the amount I paid to Shaw mobile. Here is where my issue lays because Shaw mobile doesnt have any customer service now, I am forced to deal with ****** who says they cant help me. When I talk to Shaw cable and internet (because Shaw mobile customer service no-longer has a department I can talk to) they say they cant help me , and to talk to ******. I have called Shaws ************** number and that directs me to ******, and I have tried their on line services what also directs me to ****** and I have tried their store, which has closed their doors. I have talked to my bank to reverse the payment of $****** and they say they cant because its been over a month, and didnt realize this until after it was too late to reverse the changes. So my next step is to talk to the better business bureau as Im at a loss for what I can do. Im not mad at anyone, I just dont know what steps to take. **** can transfer that money onto my home Shaw cable and internet bill or send me refund cheque Please advise me if there is anything else I can do before I proceed down this road.

      Business Response

      Date: 16/02/2024

      We have spoken with the customer and confirmed their complaint is resolved.

      Customer Answer

      Date: 20/02/2024

       
      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,

      ***** Kom-****

    • Initial Complaint

      Date:08/02/2024

      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.
      Extra fees and no customer service help or leinancy on loyal customers they refuse to help with bill extensions just to add on extra fees . **************** is non existent with this company . I'm on a contract and sick of paying fees for having a hard time in this economy

      Business Response

      Date: 20/02/2024

      We have reached out to the customer several times. However, we have been unable to connect with them, and to date have not received a response to our voicemails and email. 

    • Initial Complaint

      Date:15/01/2024

      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 applied for a mortgage with *** in the beginning of November. On November * I got a call from ********* telling me that I had an amount I. Collections with ****. I paid the amount if full of ******, on November *, 2023. I have never been contacted by the collections centre and it is still showing out standing. I have called **** on multiple occasions about this and they have told me there is nothing they can do about it. I have since called to get the phone number of the collections agency which they have told me they dong have. I just want this dealt with and keep meeting resistance and dont know what else to do. Im not the only person with this problem it seems to be a widely spread issue.

      Business Response

      Date: 15/01/2024

      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:09/01/2024

      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 agreed to a * year contract with Rogers(together with Shaw) as they bought out Shaw and made everyone transfer over....I agreed to continuing another * year contract with Rogers since the following was included: ** months of ****** + * months of *********+ I never received the * months of *********. After several phone calls with the Rogers/shaw team, I was told they were working on some sort of glitch and would let me know but nothing every happened. I never received my * months free not even an email or call back... I gave up and have now missed a large chunk of the hockey season....this is a clear breach of contract and false advertisement, I was never given what was promised to me from the get go. See attached image showing the promotion in which I agreed upon.

      Business Response

      Date: 19/01/2024

      We have spoken with the customer regarding a resolution to their complaint. CX has declined to accept the resolution at this time. We have noted it on their account should they change their mind.

    • Initial Complaint

      Date:08/01/2024

      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.
      Upon cancellation, rep said no need to return modem because it's old and to recycle it.A few months later, we receive a collections letter saying we owe $*****.Tried reaching out via phone, iMessage, Whatsapp, but no agent is available to resolve this!! Ridiculous.

      Business Response

      Date: 08/01/2024

      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

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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