Internet Services
Shaw Communications Inc.Headquarters
This business is NOT BBB Accredited.
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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
Customer Complaints Summary
- 234 total complaints in the last 3 years.
- 73 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/04/2024
Type:Billing IssuesStatus: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.
Complaint: ********
I am rejecting this response because:That is what I have been told by the company for almost * yrs already.
I did however make a mistake in the amount I was asking for back, the correct amount should have been $*******
Sincerely,
going on for * years and I do not understand why after following all of the policies and rules that **** could not do well on their own end and even just adjust my address. Every time I call in I am met with texts that are trying to be understanding but cannot figure out what is going on because this is such a mess of an issue that no one can help me. I just want it to be over!
*************************Business Response
Date: 23/04/2024
We are still working through the details of this complaint and will be in contact with the customer.Business Response
Date: 26/04/2024
We have been unable to reach ***** over the phone and have left VM's for them to reach out or check their email ******************** we have on file.
As per our investigation, Customer contacted our teams over the phone on April *** and requested a move but were not able to provide relevant account details for our team to verify them. As per our security and privacy policy we offered to send a verification email to the authorized contact on file (email: ******************** customer claimed they do not have the email anymore. Agent then requested them to send a Letter or Authorization on their business letterhead to update contact details before we can move forward with their request. Customer did not reach out after that.
We have also sent them another email suggesting different way for them to get across to us with their concerns and that if they cannot verify their identity over the phone or through email verification, then they can also visit our retail location with * pieces of ID to get their contact information updated. We have also cited technical support contact information in that email if they are experiencing technical issues.
Customer Answer
Date: 26/04/2024
Complaint: ********
I am rejecting this response because:What they have said in this message is not the same as what the email message they have sent me personally.
I have not requested to move!!!!
This is such a joke! This company can't even properly investigate the issues going on. They are unaware despite * years of me trying to explain this to them!
I will not be in contact with this business via the phone at all. Again, they are ********* me and they are not professional.
I am getting to the point of hiring a lawyer because this is still not being resolved nor is the company taking it seriously or doing their proper investigations or due diligence.
Sincerely,
*************************Business Response
Date: 30/04/2024
As relayed to the customer via email, our touch base was to seek further insight into customer issue/expectations so we could get the right team to address it asap. Unable to reach customer over the phone, we could only fall back on the cases our internal teams created with customer in the past. As such we have emailed *****, highlighting out willingness to help and the steps they could take to get their concerns addressed. Attached is the email correspondence from within our case management system.
Customer Answer
Date: 30/04/2024
Complaint: ********
I am rejecting this response because:The done. Anything other than phone me one time while I was at work and unable to take their call and send an email to me. That was not even the correct issue.
Again do I want is the term to end immediately? I want one full Year's worth of payments back and no repercussion at all from **** or and ******.
This yours has not being able to identify my correct address despite the fact that I have repeatedly given it to them.
If that I find a way to have all of the emails that I have had with **** over the last * years. I can send them if necessary. I don't think that is though considering **** has access to all of it. My only issue is they are being dishonest.
When to actually professionally take care of this the way that they should have, I'm willing to work with that.
But until the lies stop and the degrading and bullying stop, I will not be in communication with the company.
Sincerely,
*************************Initial Complaint
Date:19/03/2024
Type:Billing IssuesStatus: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.
**** is refusing to acknowledge return of equipment and reverse the $** equipment charge. Even though it is on their bill they sent me they state they cannot verify this. I've provided a tracking number. The charge was reported to the credit bureaus and now affects my credit score.Business Response
Date: 23/03/2024
We have called the customer in an attempt to resolve their concerns.Initial Complaint
Date:19/03/2024
Type:Billing IssuesStatus: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.
Better Business Bureau: accepted with provision.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided that the **** against my credit report is fixed within the next ** days. Otherwise my complaint remains.
Sincerely,
****************************** reactivated my online bill but again it just said I owed them $** without saying why. To me this is a form or extortion. Why am I required to pay money to a company that can't even tell me what I am paying for, whether or not it includes equipment. All this after not even providing adequate service or customer service.Business Response
Date: 20/03/2024
We have reached out to the customer and worked to address and resolve their concerns.Initial Complaint
Date:12/03/2024
Type:Service or Repair IssuesStatus: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.
Complaint: ********
I am rejecting this response because:they have sent a service technician out and changed our Wi-Fi modem. Now the situation has gone from very very bad to extremely bad. There is even more things that are not working in our home with Wi-Fi or televisions. I'm paying for service that does not work. I am so frustrated. I have a disability my office is set upstairs and I can't get anything done. Before they showed up, everything worked except for my TV upstairs. Now every device in my home television and Wi-Fi is not working.
Sincerely,
***************************Business Response
Date: 16/03/2024
We have been in contact with the customer and are working toward a resolution.Business Response
Date: 28/03/2024
We continue working with the customer, but our technical team is having difficulty reaching them. They will continue attempting to do so.Customer Answer
Date: 05/04/2024
Complaint: ********
I am rejecting this response because: wifi still not restored
Sincerely,
***************************Customer Answer
Date: 10/04/2024
Complaint: ********
I am rejecting this response because:
TV still cutting out upstairs as WiFi doesn't reach.Sincerely,
***************************Business Response
Date: 10/04/2024
We continue to work with the customer, having presented them with a proposed resolution.Customer Answer
Date: 20/04/2024
Complaint: ********
I am rejecting this response because:wifi still not working
Sincerely,
***************************Business Response
Date: 18/04/2024
We continue to remain in contact with the customer in an attempt to work toward a resolution.Customer Answer
Date: 26/04/2024
Hello,
This should not be closed. It has zero been resolved...please call me at ****************
TV and Internet is still NOT working properly? They are yet sending another technician!!
regard ***************************
************,
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