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Business Profile

Satellite Supplies

Shaw Direct (HO)

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Satellite Supplies.

Complaints

This profile includes complaints for Shaw Direct (HO)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 70 total complaints in the last 3 years.
    • 42 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/01/2025

      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.
      All I have been trying to do is cancel my service with Shaw direct at a property that we no longer live at but do still own. I spent * and half hours on the phone on December 9th (a day I as home from work sick) being bounced around their call center to different people who couldn't help me and was told that they were having a problem with their phone system. I did finally speak to someone in IT who was trying to help me because he could see that I had been on the call for a long time with no resolution. He asked his manager to allow him to the cancel the service and she just kept putting him off. Then after about ** minutes he told me that she was going to call me back. I have yet to receive a call and anytime I try to call them I am on hold for an extended period of time and then have to hang up because I am at work. If I call after work I can't get through to anyone before they close. I have also filled in their online form to "resolve a concern" * times and have not had anyone get back to me. I even tried to put my service on a seasonal break, which you can do online, and it just says its "being reviewed". While all of this is going on my account continues to be charged. I had been a loyal customer for her years and I am beyond frustrated and don't know what to do at this point to just get this service cancelled.

      Business Response

      Date: 14/01/2025

      Shaw Direct can confirm that this complaint is resolved.

      Customer Answer

      Date: 15/01/2025

       
      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:09/01/2025

      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.
      Ive tried to cancel my Shaw direct account for over A month its impossible to contact the right person to cancel I had to pay another month simply because I cant contact them to cancel logged 7 hours on hold 4 hours on chat with no success $*** for a service I cant use highway robbery

      Business Response

      Date: 10/01/2025

      Shaw Direct has reached out to this customer and resolved his complaint.

    • Initial Complaint

      Date:09/01/2025

      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.
      Shaw Direct is brutal to say the least. I have tried to Cancel my Account now for * months. My late was ill and no longer needed the service and passed away shortly after. I have called and called and called to cancel been on hold for the better part of * hours through out a few days. I have canceled the Account * times already since September, and yet still keep getting billed for the service. Once I finally got ahold of an agent I sat on hold again and again. "looking" into the previous calls and cancellations and advising they are not on file. This company is a scam and needs to be shut down. What company makes customers stay on hold for so long, not allow an easy access or cancellation area etc.

      Business Response

      Date: 10/01/2025

      Shaw Direct contacted this customer and verified that the complaint is resolved.

    • Initial Complaint

      Date:08/01/2025

      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.
      I've been trying to cancel my satellite tv service from this company for the last week. The only option they give to cancel is by phone but they never answer. I spent *** hours on hold yesterday and a total of almost * hours on hold over the last week. I've tried to escalate my concern through a form on their website, but no answer their either. This appears to be a pretty common issue with this outfit and it needs to be addressed.

      Business Response

      Date: 09/01/2025

      Shaw Direct has contacted this client and resolved his complaint.

      Customer Answer

      Date: 09/01/2025

       
      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. 

      I still think someone needs to look into this company's practices.  They are holding customers hostage by not allowing a simple and accessable method of terminating service.

      Sincerely,

      *** ******

    • Initial Complaint

      Date:07/01/2025

      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.
      I have been trying to speak to a representative for days, waiting on hold for 4 hours only to have the call disconnected- to cancel our Shaw Direct account. I can never get through to anyone. I tried to speak to a live agent online only to be told I have to call and cancel over the phone. Im extremely frustrated they make it absolutely impossible to speak to someone and cancel my account. In these challenging economic times- companies should not be allowed to hold you by the teeth like this. If calls cannot be answered in a timely manor, they should have a callback option, or allow you to cancel online. Looking for help. Thank you

      Business Response

      Date: 07/01/2025

      We have reached out to our customer and apologised for any frustration arising from the situation. We have taken the time to discuss the account closing process with **** and provided all the details regarding the return of any rental equipment. We thanked **** for the many years of support and for the opportunity to better our overall customer service experience 

      Customer Answer

      Date: 07/01/2025

       
      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:02/01/2025

      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.
      -January *, 2025 -Trying to cancel my Shaw Direct satellite TV. This cannot be done online and must be done on phone according to the Online chat customer service person (took me an hour to get chat). I have been on hold for almost two hours. This is terrible customer service.

      Business Response

      Date: 03/01/2025

      Shaw Direct has contacted this customer and resolved his complaint.

    • Initial Complaint

      Date:02/01/2025

      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.
      Waiting on hold 2 hours with customer service because I want to cancel my account - this is intentional and unacceptable.

      Business Response

      Date: 03/01/2025

      Shaw Direct wishes to inform the BBB that although the wait times were longer than usual due to higher call volume, this complaint was resolved on December **, 2024.

    • Initial Complaint

      Date:02/01/2025

      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.
      I have been trying to cancel my Shaw Direct tv account *************** for a few weeks now, which you can only apparently do by phoning their voice-mail number. I have been on hold numerous times for so long that I gave up. The longest that I have waited is 82 minutes before giving up. There is no call back option, and the chat person says that this is the only way to cancel. Please help. If you look at Shaw Direct tv ******** ad posts, there are hundreds of similar complaints in the comments section of the ad - customers simply cannot get through to a person to cancel service.

      Business Response

      Date: 03/01/2025

      Shaw Direct has reached out to this customer and resolved his complaint.

      Customer Answer

      Date: 07/01/2025

      Thanks for your great help with this matter. **** has phoned me and they have cancelled my service as requested. I have sent their equipment back to them and there is an unreturned equipment charge that they say will be cancelled when they receive it. Hopefully they will do so. The only complaint that I have left is that they cut my service off several days before the date that I was paid up to and there is a cancelation fee for early cancelation of the 2 year program contract.

      Customer Answer

      Date: 07/01/2025

       
      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:19/12/2024

      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.
      I've been with **** for many years - my guess is that it has been since about 2014. On Dec. **, 2024, I used Shaw Direct's virtual assistant to attempt to cancel my account with the company."To cancel your subscription please call our toll-free number ************** and select the following options:1 (For English)1 (Shaw Direct Services)1 (Shaw Direct Account)(You may be required to enter the 10-digit phone number associated with your account.)3 (All other inquiries)3 (Cancel Shaw Direct Services)"The options given aren't accurate, specifically, it says type option #3 to cancel services. The menu only goes to option 2. I tried option 2, accounts/billing.I waited on hold for over four hours before I had to hang up and take my kids to hockey (the entire phone call was * **** ** ** ** s, but some of that would be going through the automated messages).While I was on hold, I was able to connect with an agent in their chat room. The agent was unable to help me. Her only reasoning was "There is information that needs to be provided to you over the phone so that there is no miscommunication surrounding closing the accounts."This is not satisfactory. This information could be e-mailed, where I would have a written copy, instead of having someone speak to me over the phone, where I'm liable to forget what that person says.I work full time and spent a day off on hold for something that could have been done in a few minutes with the agent on the chat, or by clicking a button on the website. Now, if I ever do get contacted by them, I'm going to need them to e-mail me the information regardless because I won't be home to write the information down Further attempts to contact on December ** were unsuccessful.

      Customer Answer

      Date: 19/12/2024

      Hi, yes, I am trying to cancel my account.

      Thanks

      Business Response

      Date: 09/01/2025

      Shaw Direct sincerely apologizes for the inconvenience caused by the long wait and hold time to reach an advisor. The process has always been that customers are required to speak to an advisor via telephone to cancel their services. After reviewing the customers information provided, this complaint was resolved.

      Customer Answer

      Date: 09/01/2025

      Hi. The matter has been resolved, however, their policy still makes no sense. They provided me no information over the phone that couldn't have been done via e-mail. Regardless, I'm no longer a customer and will never return to them due to said policy, so it doesn't effect me any more.

      Thanks

      *****

      Customer Answer

      Date: 09/01/2025

       
      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:19/12/2024

      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.
      I recently tried to cancel my services, I spent over 4 hours on the phone in a combination of two attempts. I got their phone number on their website. There was no category for cancellation so I went to changes to account. After 1.5 hours I was told I was in the wrong department and was transferred. Only to be transferred to the wrong department. Then again transferred, this time to ************** which is not who I called. Was then transferred again. After over 2 hours and 40 minutes my service is cancelled. And because of the postal strike they have changed their policy so that Im automatically charged for their equipment and will be refunded after they receive it. Probably after another 4 hours on the phone. This should be criminal!

      Business Response

      Date: 20/12/2024

      Shaw Direct has reached out to this customer and wishes to advise that the complaint is resolved.

    Shaw Direct (HO) is NOT a BBB Accredited Business.

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