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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:16/12/2024

      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 have an account with ******************** for satalitte TV ALSO i HAVE AN ACCOUNT with ****** FOR HOME INTERNET , there is some serious confusion going on , i have their app ,my satalite acct renewed in sept they keep leaving me messages that my account is outstanding (was supposed to have been arranged in Sept for auto payment ,) everytime I go to the app it reverts to the other account and wont let me add the 2nd satalite acct . I have tried calling back I have been on hold for over 3 hours on 2 phone lines this morning I am also on their chat line , and no end in sight of being able to pay my bill > unacceptable service levels , especially when they call me with a message of an outstanding account but not a person to take my payment .CRTC , will also recieve this complaint . can you help me make a payment to this company ? extremely frustrating ,

      Business Response

      Date: 17/12/2024

      Shaw Direct has reached out to this client and resolved hsi complaint.

      Customer Answer

      Date: 18/12/2024

       
      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.they called me the next day thank you BBB. they are well aware of their problems in keeping clients on hold for over 5 hours . I had called 10 min after their phone lines had opened , again Thank you , i just wanted to pay my bill with them which the had all set up from Sept but somehow they never "activated it "

      Sincerely,

      **** *******

    • Initial Complaint

      Date:16/12/2024

      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.
      Oct ** 2024 service put on seasonal hold. Nov * 2024 provider notified me they want to charge for seasonal breaks. this is new and a price change without agreement. at this time i tried to cancel service as i do not have a contract and go monthly. **** then added additional charges of ****** for incidental charges plus additional monthly service charges adding up to ****** none of this was agreed to and additional charges are punitive in nature for attempting to cancel ************ will be returned once over charges are resolved

      Customer Answer

      Date: 17/12/2024

       
      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.

      please disregard issue has been resolved

      Sincerely,

      **** *******

    • Initial Complaint

      Date:11/12/2024

      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.
      In May 2024 my satellite stopped working, no sound or pictures were coming from the tv. *please note I know it was not my television that was the problem because i purchased a new TV thinking that was the initial problem, but after i purchased the new tv my satellite still did not work. after this happened i called **** immediately to let them know i was having problems with my satellite. there are no technicians on my little remote island of ***********, so i asked them to pause my service until they could send someone over to check on it. They accepted and said they would pause my service. Recently, i started to receive bills stating i owed $***+ for services since may, even though i asked them to pause my service. I called between 3 to 4 times to talk to someone about my alleged outstanding bill but i always got a representative that was hard of hearing. I am now working with a Poverty Law Advocate through the ********************************* to help get this sorted.I am an elder, and I am on canada pension plan and old age security. I do not have $*** to pay off this bill for a service i didnt receive.

      Business Response

      Date: 12/12/2024

      Shaw Direct has reached out to the client and resolved his complaint.

    • Initial Complaint

      Date:02/12/2024

      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.
      Have been attempting to cancel my account - they insist it be done by phone - except they never answer the phone. They say that you may also speak with an advisor in their chat platform, except that you sit waiting hours to speak to someone on the chat and they don't answer either. Spent an entire afternoon on hold by phone and in a queue of ** customers waiting to speak to someone. After over * hours of being on hold (Fri Nov ****) my phone call was disconnected, and I had to call again - only to be disconnected again.. At customer # **, my chat was disconnected. I went to the website to "escalate my concern" and got a "form letter" email response telling me I have to speak to someone. I told them they needed to call me. No call was forthcoming. Identical process was repeated on Monday Dec ***. Identical experience resulted. This is completely unacceptable. There is absolutely no reason to treat customers in this manner. As a senior, living on a fixed income I can no longer afford this service and I need to cancel it. But there does not appear to be anyway for me to do that. I need help to get this resolved. I want to be contacted by the business and I want my account cancelled. I have screen shots of my calls and how long I sat on hold as well as the emails but I do not know how to attach these documents to this complaint as I do not have a high level of computer skills that allow me to move between the data on my phone and this complaint being registered on a laptop.

      Business Response

      Date: 04/12/2024

      Shaw Direct would like to thank the customer for expressing their concerns with the BBB. Shaw Direct confirms that we have contacted the customer to address their request. 

      Customer Answer

      Date: 04/12/2024

      Received a call from Shaw Direct this morning and the account has now been cancelled effective Dec 31, 2024 which is fine as the account is paid up to that date. This means that I am not looking for a refund as long as the service remains open until the end of the month.  I want to thank you very ***** for your prompt assistance.

    • Initial Complaint

      Date:02/12/2024

      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.
      We have an issue with Shaw Direct.They did a verbal contract with us that we could do a seasonal plan where we pay no money to turn back on and no money while shut off. We went to shut off in Oct and they were charging us said that their policy changed! We canceled and now we cant return the equipment that they want to charge ****** for if we dont because they say we dont exist!! Just trying to return the equipment!!!!!!!This company is very shady!

      Business Response

      Date: 05/12/2024

      Shaw Direct has attempted to contact this client on several occasions. We were unable to reach the client.

      Customer Answer

      Date: 06/12/2024

      I left a message for ***** and am waiting for a response 

      I am actively still involved in my claim

      Business Response

      Date: 06/12/2024

      Shaw Direct spoke to the client and is working on resolving the request.

      Business Response

      Date: 10/12/2024

      Shaw Direct has explained its position regarding the return of the equipment. The customer has accepted the explanation and will be providing her credit card details for a refund to be issued.

    • Initial Complaint

      Date:25/10/2024

      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.
      Registered letter to Shaw Direct Oct. ****, 2024 (see attachment).On September **, 2024, I tried to cancel my account by phone! After waiting ** minutes and * seconds on the phone and listening to needless messages, all my phone minutes for the month of September / October were used up (not everyone can afford unlimited minutes) without contact with any agent from the call center. They are unable to publish a reasonable email or postal address on there website to reach the customer service, I was forced to find other ways. First, I notified my cancellation of the service in writing using a webform (****** Business together with ****) (see attachment), but as it turned out, not even the employees are able or permitted to forward emails internally to the right places (see correspondence attached). Next, on September **, 2024, I returned my "satellite receiver" via Canada Post (see attachment), which they apparently acknowledged, according to there invoice dated October **, 2024. But the invoice shows also that they did not cancel my account and want to collect money for the period Oct **** to Nov ****, 2024

      Business Response

      Date: 28/10/2024

      SHAW DIRECT IS EXPERIENCINGHIGHER THAN USUAL CALL VOLUMES AT THIS TIME. WE ARE DOING OUR BEST TO LOWER OUR SERVICE LEVELS AND MITIGATE IMPACTS TO OUR CUSTOMERS. YOUR PATIENCE IS APPRECIATED. 

      THIS COMPLAINT IS RESOLVED, THE ACCOUNT IS DISCONNECTED, AND THE BALANCE IS WAIVED.

      Customer Answer

      Date: 28/10/2024

       
      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,

      *** *******

    • Initial Complaint

      Date:24/10/2024

      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.
      Without warning, and without any reasons given, my **** Package (LSSS Digital Lite Package) suddenly jumped from $** plus tax in August 2024 to $** plus tax in September 2024. This is a **% increase and seems most unreasonable.

      Business Response

      Date: 28/10/2024

      SHAW DIRECT increased its rates as of September *, 2024. The customer was given advance notice via bill notification on July *, 2024. 

      All billing changes are communicated to the customer three months prior to the changes coming into effect.

      Customer Answer

      Date: 28/10/2024

      Thanks for sending the response from ****.  I checked my old bills and **** is correct that they did warn me in July of the proposed price increase.  However, there was no explanation for the reasons of this huge increase.  Previously I was paying $** plus tax.  An additional $** is an increase of **% on the old price, with no change or improvement in service.  While an increase of *% or less might be justifiable, a massive **% increase looks like price gouging.  I would request that **** reduces this increase substantially, and gives me a refund for the increased amount already paid this month.

      **** *******

      Business Response

      Date: 29/10/2024

      We appreciate the customer's response. ******************** carefully considers all factors when introducing changes to our services, including pricing, and ensures to provide advanced notice as prescribed by the Television Service Provider Code. This has been previously discussed with the customer, who is aware that the changes will remain in effect.

    • Initial Complaint

      Date:23/10/2024

      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 canceled my **** satellite service is mid September. I was advised to send back the set top box using a specific return number for which I did. I checked early October and found package was delivered as per canada post. Here we are October **** and I am billed for an additional month as the haven't received the set top box. I do not have trailing any longer bit I did ask what my signal strength was and they could not confirm as I do not have service. What would I keep a sub if I canceled service?. Now canceling ******* cell service due to ineptitude and lack of service in either English or French.

      Business Response

      Date: 24/10/2024

      Shaw Direct can confirm that this complaint is resolved. The hardware was returned, and the balance has been reversed to zero.

    • Initial Complaint

      Date:27/09/2024

      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,ve been trying to contact Shaw Direct to cancel my subscription and have spent more than * hours on the phone and have not spoke to a person yet. The recording keeps telling me to go to *********************** but I cant cancel my subscription that way they tell me I have to phone yet you cant talk to anyone! Terrible service and theyre time is obviously more valuable than mine

      Business Response

      Date: 02/10/2024

      Shaw Direct has made several attempts to contact this client to discuss and resolve his complaint. Shaw Direct was unable to reach the client.

      Shaw Direct can confirm that the client did resolve his request and got his account placed on seasonal break on October *, 2024, via an online request.

      Customer Answer

      Date: 02/10/2024

      Shaw Direct has not contacted me!

    • Initial Complaint

      Date:26/09/2024

      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.
      Over two hours waiting on hold on September ****, and ** minutes waiting on hold on Septmeber **rd just to cancel our ********************** tv service.This is an unacceptable customer service practice. After ** minutes on hold on Sept ****, we went online to the live chat. Started at # ** in the queue, got to # ** and then their system disconnected us and logged us out at the same time.After ** years of having ********************** tv through this company, this is by far the worst customer service we have ever had.We move in * days, waiting *** minutes on hold on the phone is entirely unacceptable.

      Business Response

      Date: 27/09/2024

      Shaw Direct has reached out to the client and resolved her complaint. The account cancellation is completed as per the client request.

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

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