Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 234 total complaints in the last 3 years.
    • 74 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:03/12/2024

      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.
      I am writing to formally address an issue regarding a contract I signed with Shaw Communications on April **, 2024, under misleading and coercive circumstances.On that date, a **** representative visited my home and pressured me into signing a contract for a "free 3-month trial" for **** **** services. I was explicitly assured that there would be no charges and that I would not incur any financial obligations. Despite already having **** services, I was coerced into agreeing to the contract, as the representative repeatedly assured me that this was a risk-free, trial service.However, I recently discovered that the contract I signed was actually a two-year ValuePlan commitment with monthly charges of $**/month and an early cancellation fee of $***, which would gradually decrease over time. To my surprise, I also noticed that I had been billed over $*** an amount I was completely unaware of until recently. These charges accumulated slowly, and I did not initially notice the increasing debt as it grew over time. I never activated ****** **** services or used the equipment provided, yet I am being held liable for these charges.The verbal assurances made by your representative directly contradicted the terms outlined in the contract I received via email. I was misled into believing that I would not be financially responsible for any services, and that this was simply a free trial. I never intended to subscribe to ***** services, and had no need for additional ****, as I already had an active connection.Sincerely,****** ******* ****************************************************************** ************ ****** *******

      Business Response

      Date: 07/12/2024

      This customer submitted a CCTS case simultaneously, for the same subject matter, and their concerns have now been addressed.

    • Initial Complaint

      Date:19/11/2024

      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.
      Hello **** ****** have changed there billing dates. They have indicated that they are billing on the ** th vs beginning of 1st of month .My billing date was changed to supposedly to reflect this .My contract for * years is ****** monthly .I had reseived a bill August *  2024 for ******, August ** for ******,and September **** ************ of $****** in ** days.Breach of ********************* is for internet,cable, and land line phone.I have spoken to **** ****** in **********************,Phoned **** help complaints ( waited hours no response)left complaint to **** ****** *************** on line *********************** **** has not responded as of November ** 2024.Account *** **** **** Please help -advise.Best Regards **** ******.

      Business Response

      Date: 21/11/2024

      We were unsuccessful in our attempt to reach the customer today and was unable to leave a VM. We will continue our efforts to reach the customer to address their concerns.

    • Initial Complaint

      Date:19/11/2024

      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.
      On July **, 2023 I received a call from Shaw communications. they asked me if I wanted to extend my contract for two years and I said no I can get better service from ***** for $** less per month. The representative told me I can reduce my bill from $*** per month to $*** a month making it compared to ****** I was not willing to jump ship for five dollars a month as Ive been to **** customer for several years until recently. I realize they have been charged me $*** a month. when I talk to the billing department today, they said they would investigate and seeing as all calls are recorded for quality control, and training purposes they were going to look into the conversation. when I finally talk to somebody, they said because I did not dispute my bill within ** days I had agreed to the terms. I am an honest person I do not look at my bills I pay for them faithfully and after adding up everything $** over ** months is almost $**** plus the hundred hundreds of dollars theyve charged me for late fees because of their misrepresentation and what I truly feel is fraudulent. I honestly hope the Better Business Bureau is legitimate and does investigate this situation. **** does have a recording on my phone call but will not share it. They seem to care more about promoting policy rather than rectifying over charged accounts. I dont know if you folks are interested in investigating this because it could be fraudulent on a huge scale. I know four of my friends and family going through the same position as me overpaying with. They stated their monthly fees would be. I would greatly appreciate a response to this matter, so I know whether you folks are going to look into it or whether I have to take different avenues to pursue this.

      Business Response

      Date: 30/11/2024

      We have been corresponding with the customer in an attempt to address their concerns.

    • Initial Complaint

      Date:14/11/2024

      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.
      Contacting ******, they cannot help, always asking to call **** stating it a **** account even though they are together. Not able to set up new coaxial cable outlet in new address.

      Business Response

      Date: 16/11/2024

      We have reached out to the customer in order to assist with their complaint, however as they were unavailable we have left our contact information instead.

    • Initial Complaint

      Date:12/11/2024

      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.

       
      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.

      A representative from **** ****** followed up and said that he understood that my monthly invoice was not clear about the bundled discount for my phone line, and that he understood why I had been frustrated that the price had doubled. He said he would register this feedback to see if invoices can be changed to more clearly show bundled discounts and applied a $50 credit to my account.

      Although it is unfortunate I had to take my complaint to BBB to get a resolution to this issue and I still find it very distasteful that **** ****** is essentially deeply discounting phone line services (where they face less competition and there are fewer alternatives) almost as ****** for buying other internet/tv packages, I was satisfied that **** ****** heard my complaint and that they will at least consider making this clearer on their billing so at least the graft is transparent to their customers.

      It was heartening to see that using BBB produced genuine outreach from the business to try to resolve this issue. Thank you for being here for consumers this is a very important role.

      Sincerely,

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

      Business Response

      Date: 20/11/2024

      We have corresponded with the customer and are working toward a resolution.

    Shaw Communications Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.