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.
    • 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:31/07/2023

      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.
      I have complained that I am not receiving the service I pay for over 200 times to Shaw communications over 15 years and no resolution has been offered. I am paying for *** mbps download speeds and always get ** mbps.

      Business Response

      Date: 21/08/2023

      We contacted the customer in an effort to discuss their concerns and work towards resolving their issue; however, we were unable to proceed as the customer was uncooperative and refused to engage. 

    • Initial Complaint

      Date:05/07/2023

      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.
      Date:July ****2023 Amount: $***** Shaw Communications forced me to pay extra money charges for my last bill without explaining the invoice details, and they refused to send me the last invoice.Note: I have no access to the My **** online portal.

      Business Response

      Date: 05/07/2023

      We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We have been in contact with the customer and are working to resolve their issue. Thank you

    • Initial Complaint

      Date:16/06/2023

      Type:Order 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.
      **** is charging me $****** for discontinuing my service. They say that it is due to a contract.I have been with **** for the last 15 years and I have never signed a contract with Shaw Communications. I have returned all rental equipment to them as requested.I have also tried to resolve the problem over the telephone to no avail.Sincerely,***********************.

      Business Response

      Date: 22/06/2023

      We spoke to the customer and addressed their concerns. Customer accepted the presented resolution and considered the complaint resolved. 

      Customer Answer

      Date: 24/06/2023

       
      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:13/06/2023

      Type:Order 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 a **** customer whom is caught up with the merger of ****** and ****. I went to upgrade a cell phone at ****. We were told go to ****** because **** was no longer Authorized to sell or upgrade phones due to the merger. After discussing the options with the ****** in store, I was told that I would have to sign a new contract with ****** under a plan that would cost 3 times as much as what I was currently paying and finance the phone on top of that. Based on the treatment from the company and being a loyal customer of **** I decided to look else where for servicing. Most companies offer a cell phone plan and home internet as a package deal. I had switched over to a new provider for both cell and home internet. To cancel my home internet with **** they are telling my under contract $*** for each month left on the contract to March ****. I never had agreed to becoming a customer under the buy out of ****** and certainly did not agree to upcharges on the cell plan to upgrade a phone. I tried to mitigate with a **** Rep today whom said no and they have no interest in negotiating.

      Business Response

      Date: 15/06/2023

      We have been in touch with the customer in order to provide a resolution.

      Customer Answer

      Date: 16/06/2023

       
      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:12/06/2023

      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.
      We have complained several times since 2019 about the internet service and constantly dropping the signal. **** has had us upgrade our account more than once. This last time a technician came to our home and told us the problem was faulty equipment outside our home that belongs to ****. We were provided a reference number. Nothing has been done and the equipment failure has been an ongoing issue since 2019. This is the second time a technician told us the problem was outside our home while at the same time **** has had us upgrade our service. The last call was on May *, 2023 and still has yet to be fixed.

      Business Response

      Date: 16/06/2023

      We have connected with the customer and arranged to follow up next week regarding update on the maintenance work required to address the technical issues experienced.

      Customer Answer

      Date: 19/06/2023

       
      Complaint: ********

      I am rejecting this response because: **** contacted me on Friday and today is Monday.  Their response was they were going to contact yet another department of the organization and get back to me Tuesday which hasn't happened yet AND they haven't responded to my request for a billing adjustment given the amount of years this same complaint has been going on (since 2019) added to the fact my monthly bill (never missed a payment has been over $*** per month).  They have upsold me new equipment which I paid for only to discover the true problem with their own faulty equipment which has yet to be replaced outside. 

       

      I want **** to repair their own equipment, reimburse me for the amount of aggravation for the past almost 5 years in the form of a payment, not a billing credit and I want a billing credit.

      Sincerely,

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

      Business Response

      Date: 21/06/2023

      We have received the same complaint the customer has submitted to the ***** Customer is aware we will continue to address their concerns.

      Customer Answer

      Date: 21/06/2023

       
      Complaint: ********

      I am rejecting this response because: **** has yet to resolve anything.  I was told that once I made a complaint to the **** that the BBB complaint would be gone.  Having said that, the original problem continues.  **** has advised they are trying to work with their own team to escalate the situation in order to have their own equipment repaired by the end of the summer and if not they advised the work wouldn't happen until after the winter which means almost another year.  

       

      I want the repair done, I want a refund for the past 4 years of problems (not an account credit) and I want an account credit for the aggravation we endured for the past 4 years.

      Sincerely,

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

    • Initial Complaint

      Date:24/05/2023

      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.
      Shaw Mobile charged $****** on one of my phone lines, ************ for international data roaming. There are two issues here. First, the phone line does not have data plan but when we travelled down to **, it still connected with ** service for mobile data. I never have to turn off mobile data in ****** because it doesn't have mobile data but it somehow connects to international data roaming when I travelled to **?Second, according to their website at ***************************************************************************************************************************************************************************************** , it's clearly mentioned "To use your mobile device and phone number outside ******, you must enable the International Roaming and International Calling features on your account." The **** agent I spoke with confirmed that this was always enabled on the line on the contrary to what they said on their website.I never had to disable mobile data on my phone because it doesn't have data plan and didn't bother to disable it on My account setting in **** because the website says "I must enable" to use the service.**** somehow looks at no data plan separate from international data roaming and on the contrary to what the website said the data roaming was enabled by default.

      Business Response

      Date: 02/06/2023

      ******* Mobile spoke with Mr. ***************** and apologized for the inconvenience caused due to roaming charges. 

      We have credited $*** on the account; this covers $*** from the existing invoice + $*** which will reflect in the next invoice. Mr. ***************** accepted the offer. 

      Regards,

      **** ****** 

      Customer Answer

      Date: 05/06/2023

       
      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:26/04/2023

      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.
      My wife and I have had to move to care for my aging parents. We learned that our new address is able to be serviced by Shaw Communications for our Internet. Upon attempting to cancel our service **** is attempting to charge us cancellation fees for cancelling the service. If the property was able to be serviced by **** we would not be cancelling the account. When we attempted to resolve this with **** we were told by the customer service representative that it was our fault that the service was being cancelled because it was our choice to move.I would like the cancellation fees waived on our account number #*********** as **** is unable to provide service to us as stipulated in the contract terms. If they are not able to provide service, I as the customer should not be penalized for terminating that same contract. I also cannot be expected to pay for service that cannot be delivered to me.

      Business Response

      Date: 27/04/2023

      We left a voicemail providing our direct contact details to reach us to discuss resolution.

    • Initial Complaint

      Date:10/04/2023

      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.
      Beginning Sept **, 2021, my internet service has not fuctioned correctly. Several technicians have come to diagnose and replace hardware - all attempts to fix my internet connection have failed. On March *** 2022, a technician finally diagnosed my internet issue being a hardware issue with the wiring to my unit within the apartment complex and also hardware issues with the input to the apartment complex from the external hardware. Ticket #************ was opened because previous tickets were closed, despite the issue never being resolved; this active ticket designates that a bad riser to my unit requires replacing and a jumper in the hardware within the apartment complex switchboard - an order for a contractor to be scheduled to do the work was made. They have all the consent they need from the landlord to complete the work as of November **, 2022. I want this work to be finished as it has been outstanding for years.

      Business Response

      Date: 15/04/2023

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

    • Initial Complaint

      Date:28/03/2023

      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.
      Shaw communications has been ********** customers on their internet speeds. I have been having3 significant issues with **** being able to provide the speeds that were agreed upon in the contract,It started most recently after upgrading to *** Mb/s, then * Gb/s and finally ***Gb/s speeds.At first I was able to reach the *** MB/s Speeds, however services gradually degraded and after sending out multiple techs to address the issues it always seemed to point to "upgrading the modem, or services to faster speeds for better service"Each time I've moved to a different service the speeds have worsened. at *** mb/s I was able to reach speeds of ******* mb/s but would have very frequent outages. There ended up being a major issue with the modem updating everyday at ** cutting off my services as the modem would try to force an update and fail. (happened with multiple modems)I moved to * GB/s and at first speeds were good, but then they continued to degrade, resulting in speeds around *** mb/s witnessed by their own techs during the service calls. In Jan 2023 I received a call from one of their customer service reps offering me a "Free" upgrade to *** GB/s which came with a new style of modem. This was offered as compensation for all the difficulties that were ongoing.After 2 months of using this new speed and modem, the services are worse than ever. On their website for *** GB/s they say "Maximum download speed for a single hardwired device connection is *** Mbps"I however cannot reach speeds above ***. Most often my speed is around ***. after tired of being misled I asked to cancel the promotional service back to * GB/s and to cancel all other services **** has refused, and instead wishes to charge me cancellation fees for any services not related to internet.As far as I am concerned the entire contract is void, not just the internet section I want a refund for the last 2 years I've has issues. FULL refund. They **** and could never provide contracted speeds

      Business Response

      Date: 30/03/2023

      ****** technical team has contacted the customer and will continue to investigate.

    • Initial Complaint

      Date:28/03/2023

      Type:Product 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 March **, 2023 I called **** Direct regarding a modem/router hardware issue. I was having problems and it was likely close to 5 years old so I wanted to request an upgrade to my equipment. The first agent could not accommodate my request and I asked to speak to her supervisor. When the supervisor '******' answered my call he was dismissive of my concerns, hostile, aggressive and rude. I asked to be connected with HR or his supervisor so I could make a complaint and he stated 'I won't swap your equipment'. He then would not connect me with a complaints and gave me my original ticket number **************. His ID number was *****. I am concerned that when a customer asked for a supervisor **** representative was an aggressive bully who would not entertain that I had a legitimate complaint. I am also concerned that this 'supervisor' has access to my personal information and may have the ability to influence my quality of service. His statement of 'I will not swap your equipment' immediately after I asked to make a complaint about him was intimidating and personal.

      Business Response

      Date: 05/04/2023

      We reached out to customer today but was unsuccessful in reaching them. We have left them our direct contact details.

    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.