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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.

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    Complaint status

    Complaint type

    • 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 have been a customer with **** for well over ** years.. The townhouse complex that I live in is undergoing a complete building envelope. Shaw cables run outside of our units. We have been advised by our management company that all cables on the exterior of the houses will be removed and no further cables will be allowed to be hung on the building. I contacted **** to try to change my service to a wireless or have wires run differently, but they were unable to accommodate this and said to have underground wires run it would take *** years. I have had no option but to change my service provider to someone that could offer wireless or alternative wiring. Because this happened before the end of my two-year contract with ****, I am now being charged the penalty for ending my contract sooner. I have not yet received the final billing, but I expected to be somewhere in the neighbourhood of $*** in penalties. I have contacted **** and attempted to have this waived because I was unable to make alternative arrangements with **** to continue my service with them. They advised that unfortunately under the circumstances, they would be unable to waive the penalties. I asked under what circumstances could penalties be waived and they advised that they could be waived if I moved somewhere that did not provide service. This makes no sense to me whatsoever, because I have not moved, but **** does not provide the service anymore in my current residence. Also, if you were able to waive for one reason, you are able to wave for another.

      Business Response

      Date: 28/09/2024

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

    • Initial Complaint

      Date:24/09/2024

      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.

       
      Complaint: ********

      I am rejecting this response because:

       

      ****** has refused to change their policy. They will continue to issue penalty if the invoice not paid by clients within the stipulated date which is *** days earlier than the providing their monthly service.

      Sincerely,

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

      Business Response

      Date: 09/10/2024

      We appreciate the time and effort you have taken to forward your concerns to the Better business bureau (BBB). We have been in contact with the customer and are working to resolve their issue. Thank you

      Business Response

      Date: 16/10/2024

      ********** position regarding our business policy, as per our previous response/discussion to/with the customer, remains the same.

      Customer Answer

      Date: 16/10/2024

       
      Complaint: ********

      I am rejecting this response because:

      Forcing a customer to pay before the services are are due is unethical and unprofessional business practice. This reflects a low quality family business culture of ******.

      Sincerely,

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

    • Initial Complaint

      Date:18/09/2024

      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 am a ****/****** customer under a * year contract expiring December 2025 for TV Internet and ***** services, I have * accounts, one in ********* and one in ********I was recently asked to upgrade my tv boxes to digital ones by September * 2024.I have received a notice to this effect stating that if I do not upgrade by that date my tv services would be removed from the account. I called about this several times and was told by the representative that the TV would no longer work with the old boxes and that new digital boxes would have to be installed. I ordered new boxes for the service in ******* which were successfully installed. I was not in ********* at that time and was unable to order and install the new boxes for my Vancouver account because I was not there.I was not told at any time during the several conversations I had with ****/****** that both Internet and TV would be cancelled without notice and that an early cancellation fee of $*** would be charged to my account. I was told that the TV would stop working until the new boxes were installed.On September **** I looked at my bill and noticed the $*** early cancellation charge. I was not informed in ANY way that this would happen.I immediately called to inquire and was told that if I wanted the services reinstated I would have to sign a new * year contract at a substantial price increase and that the cancellation charge may be removed. I have contacted ****/****** to seek an amicable resolution but none was offered.I pay my bills and I was fully prepared to honor my part of the contract by paying my bills until the end of the contract in December of 2025. Currently ****/****** put me on a month to month billing cycle for internet and phone. I feel that ****/****** abused their position of power and breached our contract. I ask from them that the $*** charge be removed immediately and my contract be terminated as well.

      Business Response

      Date: 18/09/2024

      RE BBB ID ******** 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 phone and are working with them towards a with solution.

    • Initial Complaint

      Date:17/09/2024

      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.

      Hello,

      Thank you for the note and following up with the business. When I filed the complaint, I did not expect anything significant to happen, so it is refreshing to see that the formal complaint process can have impact. 

      ****/****** called me over the weekend to discuss and I re-iterated my frustration with the whole process and disappointment that it took a formal complaint to receive a call back on this and have a meaningful conversation. After discussion, ****/****** confirmed that they will waive a total of $*** in charges (including the $** NSF fee) and this will be reflected in the next bill. 

      Thank you again for your help. 

      Regards,

      ****

      e current internet account. **** is refusing to provide proof of my consent for auto-payment and willing to address the $** NSF fee that I have t pay. I am still locked into my *-year contract which expires in July 2025 and if I was to leave now, I would have to pay $*** cancellation fee. This is extremely frustrating, especially when I have paid all of the bills on time.

      Business Response

      Date: 21/09/2024

      We have addressed this matter with the customer.

      Customer Answer

      Date: 27/09/2024

       
      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:13/09/2024

      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.
       
      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,

      ******************* have time to sit on hold while you tell me there are high call volumes.

      Business Response

      Date: 17/09/2024

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

    Shaw Communications Inc. is NOT a BBB Accredited Business.

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