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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

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Shaw Communications Inc. has 36 locations, listed below.

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    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 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: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.

    • Initial Complaint

      Date:15/03/2023

      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.
      Internet does not work, no WiFi access. I pay for this service through my apartment lease agreement with ******* housing. I have had problems with it from around the fall. I have 3 devices that are connected. Smartphone, laptop and ********************* I have to use the phone for a WiFi hotspot to get my laptop online. Spoke to the building manager and landlord and was told to contact **** directly. I had done that and issue still persistent. I think it is a faulty modem or the cable is somewhat messed up. I can't connect my alexa **** dot to WiFi at all now. I get some internet connection intermittently just barely. No one seems to be able to help me out with this.

      Business Response

      Date: 20/03/2023

      The technical support team is currently trying to get a hold of the customer to address their technical concerns.

    • Initial Complaint

      Date:15/03/2023

      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 am rejecting the businesses response at this time. The response that I see is that "they've spoken with me over the phone and are continuing to work toward a solution".

       

      I spoke directly with a **** representative on the telephone on Friday, March 17th. Their representative told me that they would be reaching out to TransUnion and Equifax to have the credit hit removed. I was told that they would reach out to me this week (week of March 20) to confirm when this is done. I would like to see this in the formal response to this complaint so that there is a paper trail of that phone call.



      Sincerely,

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

      ld have paid it on the spot, as I did for all of my previous bills.I received an email from the collections agency about 3 months after that final $*** bill was due giving me my account number for the collection. The moment I saw that email, I logged into my **** account and paid the bill. I then contacted the collections agency and asked if it could be removed from credit record since I paid it right away and to the original creditor. They said I should reach out to TransUnion and Equifax directly to file a dispute. I'll be contacting TransUnion and Equifax in an attempt to dispute the credit hit. However, I do not have a lot of hope that I will be able to remove this credit hit, and I ************** is solely responsible for any drop suffered by my credit score.

      Business Response

      Date: 18/03/2023

      We have spoken with the customer and will continue to work toward a resolution.

      Business Response

      Date: 25/03/2023

      We spoke directly with the customer and were able to confirm that a satisfactory resolution was implemented.

    • Initial Complaint

      Date:13/03/2023

      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.
      Ordered ********** ice package off of shaws app they billled my account but never activated the service Now there saying that I waited too long to call them they wont get refund the purchase price

      Business Response

      Date: 20/03/2023

      We have attempted to reach the customer at the phone number provided and left a voicemail with our direct contact information. 

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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