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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

Find a Location

Shaw Communications Inc. has 36 locations, listed below.

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    Customer Complaints Summary

    • 234 total complaints in the last 3 years.
    • 75 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:10/03/2023

      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.
      ********************************* ********************** I am writing to express my extreme dissatisfaction with the service I received from ****. As a loyal customer for the last four or five years, I upgraded my contract on February 24th, 2023, but the modem arrived on March 1st, 2023. There was a significant delay, and the modem did not work when I installed it on March 1st, 2023.I called **** technical support on March 2nd, 2023, but they needed help from an in-house tech to make the modem work. The Technical support agent gave me an appointment for five days after, on March 6th, 2023, at 6 pm. This delay meant that my wife and I were without internet for five days, even though we were charged for this service.To make matters worse, when I called **** customer service to ask for help, I was given several unreasonable options. I was told that I needed to sign a new contract to go back to an obsolete internet plan, agree to pay 30 dollars more than the 104 dollars for the new **** internet plan for the old internet plan, or agree to pay 135 dollars for a plan I was spending 84 dollars previously. I was also told that I needed to agree that **** would install the ongoing charging plan in five days or pay 150 dollars to cancel ****** new internet plan yet to be installed. These options were unacceptable, and I had to complete online responsibilities that, as a person, I have. My wife has online courses to do, but we did not have the internet for five days, which is unacceptable.****** customer service failed on multiple ************* should have given proper and according to the situation explanations.2.They should have solved the problem caused by ****** equipment, service, and plan.3.They should have provided an opportune, efficient, and good service.4.**** should have delivered superior speed service, coverage, and control as promised.I request compensation for the internet service that I did not receive.

      Business Response

      Date: 16/03/2023

      We have spoken with the customer and have addressed their concerns.

    • Initial Complaint

      Date:01/03/2023

      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.
       
      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,

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

      Business Response

      Date: 03/03/2023

      We have reached out to the customer and provided a resolution to their complaint. 

    • Initial Complaint

      Date:06/02/2023

      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 **** account changed on Jan 27/23 to just internet300, which is $98. I spoke with a representative on Jan 25 to confirm I was only going to be charged that amount on the 27th. She told me yes I was. **** records all conversations. On the 27th I was charged $180, which was amount from previous plan. They are now saying the new fee starts February 27th Sounds like a scam to me. My **** account is *************

      Business Response

      Date: 10/02/2023

      We attempted to contact the customer via phone number on file and left a voicemail with our direct line on February 6, 2023; however, we have not heard back. We attempted another call today and no one answered. We will require the customer's availability to speak to us over the phone so we can address their concerns. 

    • Initial Complaint

      Date:24/01/2023

      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.
      I closed my **** account in September 2022. I was supposed to get a refund from **** ****** dollars. I have called **** customer service minimum 8 times with no result.. The **** policy is double standards, because when you own **** money, they can just simply cut off your service but if they own you, you will never get it back. My account number is *************. Thank you.

      Business Response

      Date: 24/01/2023

      Re: Better Business Bureau Case #********
      We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We have reached out to the customer via telephone to discuss their
      concerns and are working on resolving the matter.

    • Initial Complaint

      Date:19/01/2023

      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 been with **** for Internet and tv for several years and we have had less than great internet. In July of ******************************************************************************** April of 2022. Since moving we lose connection several times an hour, we have internet and tv go down multiple times a week. Service has drastically declined from our old location and even then it was less than ideal. After speaking to their tech and having them come out we were told there is a known issue in the area on their end that has an undetermined repair date and the *** mbps we can get is 250 rather than the 750 we are paying for. My wife requires Internet for the job she returns to in February so I am trying to cancel services to switch providers to a reliable internet connection. They want to charge us a $280 cancellation fee for cancelling a year early even though they cannot provide their end of the contract. I have spoken to their customer service and they refuse to waive the fee.

      Business Response

      Date: 20/01/2023

      ****** Technical Team has contacted the customer and will continue to investigate.

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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