We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Shaw Communications Inc. has 29 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 262 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:03/01/2024

      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.
      ********** services paid bill. Incompetent company put payment on old account. Returned payment to an old credit card and sent my account to collections.

      Business Response

      Date: 17/01/2024

       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 and have reached out and provided our direct contact information to the customer. 

    • Initial Complaint

      Date:03/01/2024

      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.
      "Scheduled a service with ****** for fiber optic modem replacement. Received email and text confirmations for the appointment on 2023******, from **:00 to **:00, but no one showed up. After calling, rescheduled for 2023/*****, **:00 to **:00, yet again, no technician arrived. Continued reaching out to customer service, rescheduled for 2023******, **:00 to **:00, but still no show. Contacted customer service again to arrange for 2023/*****, **:00 to **:00, and was told the technician was on the way. Unfortunately, no one arrived. After further contact, was informed they couldn't reach the staff and asked to wait for notification. Currently enduring a prolonged wait, truly hoping this kind of company shuts down sooner rather than later..."

      Business Response

      Date: 03/01/2024

      I reached out to my ******************* who confirmed the matter was a **** related issue in **.

      My colleagues have since made attempts to reach out to the concerned party to address their concerns.

       

      Thanks,

      *****

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

      Attache | ****** du ********

      Business Response

      Date: 05/01/2024

      This is a ***************** customer. We have already connected the customer ***** ** with the ***************** team and resolved their issue.

    • Initial Complaint

      Date:02/01/2024

      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.
      **** (******) is trying to bill me ***$ for leaving/cancelling my internet service. I asked if they wanted a tracking # from canada post. They didn't take it. I tried delivering it to a ****** store. They wouldnt accept it. They dont deserve a *****.

      Business Response

      Date: 03/01/2024

      We have reached out to the customer and provided our direct contact information to discuss resolution.

    • Initial Complaint

      Date:04/12/2023

      Type:Sales and Advertising 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 a offer to pay for 1 yr of ******* with a 1 yr payment on them when Ignite streaming was added. i received my streaming equipment and subscribed to ******* as per the **** instructions and received a notification that I would be receiving a e-mail from **** to activate their offer on ******* in the next 2-3 days. I waited and after a week I contacted **** and was told that they were no longer offering this option. I was never told by anyone from **** that this offer was rescinded and I am now stuck paying for ******* on my own which I never would and only went with their streaming because I was told i would receive the offer. I would like them to do honour their offer.They have offered to reduce my bill by a one time offer of $***** but I do not think that this is fair. They should honour theier commitment as I am now wondering how many others have been ******* in the same way

      Business Response

      Date: 06/12/2023

      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 and these concerns have been resolved. 

      Customer Answer

      Date: 06/12/2023

       
      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:30/11/2023

      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.
      Paying for internet services and have upgraded speeds. Since ****** bought out **** I have had nothing but problems with the internet. Never once had issues. Now the internet keeps slowing down on a constant basis . I've complained several times and it still keeps happening. I either want it fixed or refunded the cost of the upgrade that they are not providing. It works all day no issues and then just stops working. Bounces me from ******* server to ******** server.

      Business Response

      Date: 08/12/2023

      We have been in contact with the customer and are awaiting their availability to schedule a technician visit. 

    • Initial Complaint

      Date:20/11/2023

      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.
      We have had Shaw cable, internet and phone since August of 20**. In August of 20** we called to make some changes on the account and clear up some arrears from **** and July of that same year. We also gave them a credit card with pre authorization for payment...At the start of November, on a Thursday our internet went out and did not come back on. On the friday I called and was told they would need to send a technician on Monday, and that she would call me back after the technician to give me a rebate on my account for the * days of no wifi.On Monday the technician arrived and said we have 2 accounts open, 1 just a phone and the account is in arrears so he can't do anything. We called **** and they said they had not done the automatic payments. They also had the wrong email address on file and did not contact us about the missed payments. Also not sure why I was not informed of this on the Friday when I called.So we authorized the payment for the over due which was about ***$, but was told they would remove about *** once we returned some old equipment and gave them the tracking number. They never called us back to give us the refund, so when I called today our account said $0.00. But the customer service person claims we have a credit of $***. They did not refund the equipment charge back to the credit card. They also told us they have been charging late payments on every bill since **** even though the payments for **** and July were to be payed out of the credit card on file when we spoke in August. When we asked then how much to close the account and end service the customer service person hung up on us.I would like the equipment fee back as well as all the late fees since August, and a rebate for the * days of no wifi and streaming, not to mention the terrible and incompetent customer service.

      Business Response

      Date: 30/11/2023

      We have been in touch with the customer in order to book time to discuss a resolution to their concerns.

    • Initial Complaint

      Date:20/11/2023

      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 was forced into a subscription based contract in May 202* to have my internet service turned back on. This internet service never achieved speeds that it was claimed to be. It wasn't even the correct connection as it was claimed to be Fiber-optic, but was coaxial cable. Throughout this whole ordeal customer service has been the worst I've ever experienced. Now, I just received a large bill which I feel is completely unjust. Please see the attached document as everything is outlined there in much more detail.

      Customer Answer

      Date: 21/11/2023

      I just received a call from ****** inquiring about this complaint.  I tried to explain that I should never have needed to sign a new contract to get my internet working again.  So after multiple phone calls, and being left without internet for weeks, in order to resolve this issue of being held hostage for a new contract.  I had placed a call to **** for a new internet plan.  Following this call I was placed on a new contract and suddenly service was restored to my house.  That seems unjust to me that they can deny service that we were paying for because we were post-contract month to month, and a new contract suddenly gets it working again.   This is nothing more than entrapment.  

      At the end of the phone call I was told tough, those charges will not be dropped.  This is the service I expect from ****** to a long time **** customer after their merger.  Glad I made the right choice to get away from this kind of service. 

      Business Response

      Date: 21/11/2023

      We have reached out to the customer and discussed their concerns.

      Customer Answer

      Date: 27/11/2023

       
      Complaint: ********

      I am rejecting this response because:

      Please see the attached file.

      Sincerely,

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

      Business Response

      Date: 29/11/2023

      As per our telephone conversation on November **, 2023, we advised that the application of the Early Cancellation Fee (***) was valid as the account was closed prior to the end of the 2-year agreement. However, as a goodwill gesture, a credit in the value of one months services was applied towards the *** charge and the remaining *** balance is effective. No further adjustments will be made. 

      Customer Answer

      Date: 30/11/2023

       
      Complaint: ********

      I am rejecting this response because:

      I felt that they used a number of lies and entrapment tactics to force me into a contract, then never provided services that I was paying for.  Not to mention being forced out of work for *** weeks due to no internet where I lost thousands of dollars which will not be able to be recouped.

      Since the rejection of this letter this first time, I was sent a new, discounted bill from ******/**** with a **% discount.   I feel that this is as good as I was going to get, even though I don't believe it is fair that I am out thousands of dollars and ****/****** is out a couple hundred dollars from their original bill.  I will accept a ***** fault on this matter.  I have paid the new bill in full.  As such, I will consider the matter closed. 

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

    • Initial Complaint

      Date:10/11/2023

      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.
      Shaw mobile owes me a credit of $******* and $****** on another account since August of 202* they sent me cheques for both accounts that were deemed by **** as ********** cheques after I deposited them after waiting * weeks to arrive then called back on Oct **** and was told I would receive the cheques expedited in ** days but would to sign for the larger one. The smaller one came Nov * on Nov ** I contacted them again they said they screwed up and I would have to wait another 10 days for my money I'm very angry now and I need some help getting my money back as I have contacted them at least ** times regarding this issue and now I don't believe a word they tell me. I have a copy of the cheques and **** telling me to take them to police to file charges against them I have dates and times I have contacted shaw mobile. The only reason I changed to ****** is because Shaw mobile told me I had to because they now have the mobile service after joining their companies. I am hoping you will be able to help me deal with this as I feel they are just liars and trying to make me wait for my money that should of been here when they sent the first * cheques. These were credits on my * accounts as I always over pay my bills so I don't have to worry about anything

      Business Response

      Date: 18/11/2023

      We have reached out to the customer to work towards addressing their concerns brought forth in the complaint. We are still actively working towards a resolution.

    • Initial Complaint

      Date:01/11/2023

      Type:Customer Service 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.
      **** will not allow customers to phone them or speak to anyone. They only allow communication with ****** computers that cant address customer problems. There is no way to get an email issue resolved because they wont allow me to speak to an intelligent person. All they allow is artificial idiocy that isnt programmed to resolve my complaint

      Business Response

      Date: 15/11/2023

      The technical support team has reached out to ***** to address their technical concerns.

      Customer Answer

      Date: 15/11/2023

       
      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:30/10/2023

      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 canceled my service with them, as I was moving out of the city. The decision was made with about ten days left in the month. It was an emergency decision, not made lightly and costly in itself.They want to charge me ** dollars for early cancellation. All in all they want *** dollars. ** for the month of September, a portion for the *** fees, and the early cancellation fee.I had to wrestle that information out of them.I have no problems paying my last month. I have no problems all the little fees. I'm not ok being charged an extra month because I'm facing financial hardship. It was not explicitly stated that this fee would be applied. It seems like a really shady way to wring out as much money from leaving customers, it's non negotiable, and it'll affect my credit if I can't make it.All in all, I'm looking for some kind of advocacy in this matter. I don't believe it's right and if I can get any help I'll take it.

      Business Response

      Date: 01/11/2023

      We have been in contact with the customer and worked with them to address their concerns. 

    Shaw Communications Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.