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. has 29 locations, listed below.

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• 

  Shaw Communications Inc.

  2400 32 Ave NE Calgary, AB T2E 9A7

• 

  Shaw Cable Systems

  101-3551 Blanshard St Uptown Mall Victoria, BC V8Z 0B9

• 

  Shaw Cablesystems GP

  2519 Queensway Prince George, BC V2L 1N1

• 

  Shaw Communications Inc.

  10450 178 St Edmonton, AB T5S 1S2

• 

  Shaw Cable Systems

  35 Queens Rd Duncan, BC V9L 2W1

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:10/10/2023

  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.

  We are the custom of Shaw Cable. We renewed our contract with **** (now it is called ****** together with ****) on Sep *,2023. Because they have new system , the boxes we bought before didn't work and nobody told us about this when we renewed the contract . We had ** years old senior who cannot learn their new system and their new remote control. Since we are dissatisfied with service, we were trying to cancel their service during trial time and was told we had pay about *** cancellation fee, no one told us about this cancellation fee during the renew. We called customer service many times and no one provided useful help , all they did were give us contradictory information which confused us more , promised us to call us back, and never did. and always cut our line for no reasons. Their technicians didn't give us any help also , always gave us wrong hope and empty promises.My account number is *************

  Customer Answer

  Date: 10/10/2023

  On Sep * . I renewed my service with **** through phone, and during the process, the sales didn't tell me anything about they are having a new system and the old  which wouldn't work anymore. and sales told me I had ** days for trial and cancel the service anytime during these ** days. The boxes I bought before  didn't work anymore and I waited several days for technician coming for help . Even with his help,  I still couldn't watch TV and at that time  the technician gave us two more boxes which he didn't mention anything about the extra charge which we learnt three weeks later that would charge us 5 dollars for each box. I took vacation from Sep. ***** after I came back , I tried to contact **** customer service several times, I talked to different persons and asked to cancel the service and  at this time they told me since we are not new **** customer, we only have ** days for free cancellation. First I am an old customer, but **** system is new, so I think for this system I am new  ,I deserve ** days for  a try and second no one told us ** days free cancelation until I called the customer service. During my call to customer service, all their representatives are not professional, gave us contradictory information. There are many detail information here which I have no room to write.I asked to talk to their supervisor and they always told me the supervisor was busy and promised me to call me back in one hours, that never happened either. Finally I talked to the supervisor who didn't provide any help either . I am very disappointed, disappointed by their service, their profession, their attitude , they didn't tell the customer the whole information which the customer should know at first, all they want is push the customer to sign a contract and make money

  I couldn't provided any signed contract since all the process were done by the phone

  Business Response

  Date: 23/10/2023

  Attempted to reach out to the customer via phone but to no avail. Left a voicemail with our direct line for callback on October **, 2023, awaiting for customer's callback with their availability.

• Initial Complaint

  Date:10/10/2023

  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.

  September * I received an email from **** stating if i renew my internet for * years i get ********* NOW for 6 months included. I called September * and renewed, paperwork received Sept *. I was told for ********* now i need to wait for an ignite box and it will work once I get it and hook it up. I received the box and hooked it up and sportsnet was not working Oct *. I called messaged and called and after * agents and *+ hours of chat and they stated the promo had ended and they no longer offer the * months ********* now as of Sept **. I explained I signed the * year contract on September * which was within the promo period. I was told there is nothing they can do and if I want it I have to pay extra. I explained it is bait and switch to offer something and not give it. They refused a refund or to offer the service. ********* now is $****** per year, so half of that is $** plus GST is $*****. I am looking for **** to either fulfil their obligation of providing what was offered (********* for * months) or refund me the cost of $***** so i can purchase myself.

  Business Response

  Date: 10/10/2023

  We have contacted the customer via phone, and we left a detailed voicemail with our direct contact information to reach us to confirm the resolution.

• Initial Complaint

  Date:04/10/2023

  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.

  Date Assigned: 202*-10-01 Collection Amount $*** The account number shows ******** Last payment date: 202*-09-01 There is a collection showing on the credit card from Shaw Cable for $***. I wasn't even their customer at that time and I was a **** customer back in 201* paid & cleared all my accounts and moved to ****** I have been calling **** and trans union to look into this matter for the last * years to resolve this issue. My credit score has dropped more than *** points and I don't get any discounts from banks on my mortgage. **** is saying there was never any collection under my name. Further, it was ****** mistake to put someone's collection under my name. **** suggested that it was not their problem even though their billing confirmed my account had never had any payment issues.

  Business Response

  Date: 06/10/2023

  We are in contact with the customer and working on addressing their concerns. Awaiting for documentation from the customer to proceed.

• Initial Complaint

  Date:22/09/2023

  Type:Order 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 cancelled service with ****. They say I signed a contract and owe them about $***. They cant provide me with a signed contract. They also cant provide with a shipping label to return the equipment. They also agreed to allow me to compete a survey after the chat and then didnt send the link. She even tried to say that Thanks for rubbing that in was an admission that I agreed to a contract. ********* charges and tactics.

  Business Response

  Date: 28/09/2023

  We have reached out to the customer via telephone and email to discuss their concerns; unfortunately, we have not been successful in connecting with the customer. However, we have provided them with our direct contact information should they still require assistance.

• Initial Complaint

  Date:21/09/2023

  Type:Customer Service 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 had Internet with shae for many many years. I have also had TV as well. Since ****** took over **** I have noticed in your customer service they are rude and they have a tone never heard before when was ****. I was talking to a tech person because after many restarts and restarts I could not get my streaming box to work. I called and a lady tech answered the phone. I told her the issue she tried a couple things then while I was talking to her about doing something she interrupted me to tell me she had a meeting to ho to and would call me back in 30 minutes in the middle of the call. I called about getting tv services which since ****** took over **** the prices have gone way unrealisticaly expensive that you have to be a CEO to pay for it. The prices have gone sky high since take over and the reps on the phone are only profit profit profit while speaking to you they have no humanity any more and are only their to make a buck off you. I am looking at leaving because this is not even enjoyable the Internet or anything. There are way more added fees onto everything that were never there with ****. All you will say is your kna contract. Why would I want to stay with a company that only sees $$$ and is forcing someone to stay not because enjoy the service. I am still in the old shae Internet plan and was done before ****** took over. I don't want anything to do with ****** any more and the way the reps put it it is more like a threat. I don't appreciate being forced to stay with a company as bad as this and not enjoy one but if there service and the co tranct was agreed to before ****** even took over so if I knew ****** was gonna do this I would have never ever signed the contract

  Customer Answer

  Date: 21/09/2023

  I was reached by one the the people at ****/****** this morning and my complaint has been solved 

• Initial Complaint

  Date:07/09/2023

  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.

  I obtained a cell line for my wife that was combined with internet and cable service with the company. The company provided $***** cell line service when packaged with internet. In February of 20**, my wife passed away and I subsequently cancelled internet and cable service. At the time, I had expected that they would cancel the cell service as well, but instead they bumped up the line cost to $***** a month for a line that was no longer being used. Due to the circumstances, I did not notice the change and when I finally realized what had happened, 4 months had gone by. I was then told that they were two separate entities and that I had to cancel the mobile line with their 'other' entity. Since I had cancelled all services with the company, it appeared to me that they were unwilling to reduce or waive the charges. I have refused to pay and they sent the file to collections. During collections, I was told that I could sent a message to their "back office". I sent a message as directed by the collection agency, but have not received a response or acknowledgment of the message indicating that they are not interested in discussing further.The new collection agency is now telling me that it has been reported to the credit bureaus and that even if a partial settlement is reached, it will still be reflected on my credit report. Only a full payment will remove the damage to the credit . I refuse to pay the amount claimed due to the predatory nature of this "offer". The company was quite happy to accept adding a new cell line through any entity but set their customers up for additional profit when cancelled. I wonder how many customers get caught with this predatory strategy.

  Business Response

  Date: 09/09/2023

  We have spoken with the customer and are working toward a resolution.

• Initial Complaint

  Date:01/09/2023

  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.

  In March 2023 I cancelled my **** home internet account. Upon cancelling the account I was owed $***. **** informed me they would mail me a cheque. I called about 6 weeks later and they told me they sent it to the wrong address. I corrected the address and awaited the cheque. A month later I called again escalated to a supervisor and they ensured me the cheque would be sent out. This has been repeated * more times I keep calling every month and escalating to a supervisor with no hope of getting my refund. It has been * month now I have called billing five times and spend over 5 hours on the phone and still do not have my refund.

  Business Response

  Date: 07/09/2023

  We have been in contact with the customer to confirm that refund cheque has been mailed and have arranged a follow up with the customer to provide further support if needed.

• Initial Complaint

  Date:28/08/2023

  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.

  For 3 years I have tried to get services repaired. After several calls and replaced items to solve the issue a tech found that an outside line is in need of repair. The repair has been outstanding for 2 years now. An update on Aug *** to have it fixed did not happen. No one has answers no one calls back. I need to call to find out what is happening. Due to the monopoly that **** has in my area we are unable to switch providers.

  Business Response

  Date: 29/08/2023

  The customer has advised they have also submitted a **** complaint. We will proceed to address their concerns via the **** complaint. 

• Initial Complaint

  Date:25/08/2023

  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.

  My partner and I purchased a package with **** for internet. At the time of purchase, we were living in ******* but soon moving to ******. We asked before purchasing if they have coverage in ************ and we were told that upon moving, we would be able to take our coverage with us.Now, after moving, we find out from **** that they dont cover ****** specifically and it costs $*** now to cancel our service. We have until September **th to pay this. We have not yet paid it. They never asked where in ************ we were moving to or specified what parts of ************ werent covered. I dont think I should have to pay to cancel this service when I was made to believe I would still have it upon moving. It is their duty to tell the customer where they have coverage and where they do not, not my duty to sniff out the exact right questions to ask.I dont know if this is the right channel to go through, but I think this is dishonest.

  Business Response

  Date: 25/08/2023

  We contacted the customer to discuss their concerns and work towards resolving their issue; however, the information provided does not match any of our account records.  We have contacted them using the information given to obtain more details.

  Business Response

  Date: 29/08/2023

  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

  Customer Answer

  Date: 29/08/2023

   
  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:01/08/2023

  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.

  Got approved for a payment extension until *** * ****. The payment is in the mail, processed as we had the approval for the extension. They are threatening to cut service *** **** even with the cheque being mailed already and having the extension

  Business Response

  Date: 01/08/2023

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

  We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB).  As you have also submitted a CCTS complaint for the same issue we will be investigating these concerns together. Rest assured we are looking into this matter and will be contacting you directly.