Shaw Communications
Reviews and Complaints

I was convinced to sign up for the high-priced 1tb /mo. Internet with Shaw for a two year contract. The 'guy' who pushed it onto me said I could download unlimited movies and music. Imagine my surprise when I started using it and received letters of copyright infringement from lawyers. So I quit downloading media and tried to get out of the contract, but after over forty years of my loyalty Shaw effectively said, "f*k you," to me. All they wanted was to make me pay for two years. It isn't about good business, it's about power. Now that I am in my last month of the contract I phoned and tried to contact a Shaw representative. After forty minutes I talked to one who said I should be talking to someone else and he gave me a number, but the number required a code which he never gave me so after an hour and ½ of trying to talk to someone at Shaw I am sitting here writing my mind while I wait for another phone call from Shaw. It would be nice to receive some service or value for a dollar rather than being played as though my time is worthless and I am nothing more than an obstacle to get more and more money.

Hello CCTS Team,

I would like to report a serious breach of financial privacy.

I would like to bring to your attention that last time after a series of back and forth emails for over a month the issue was resolved, however, since last month our Shaw bill has gone up to $124 from $50, which seems to be exorbitantly high. Moreover, we were not informed about this increase at all. This is the second time I am encountering a random increase in my monthly bill by Shaw.

Shaw as a user seems to be taking undue advantage of its loyal customers because of autopay option.

This is a serious breach of privacy and a case of a fraudulent financial transaction. We request you to please help us resolve this matter at earliest possible.

Thank you so much.

With kind regards,
Varun

I have shopped at the Shaw's Supermarket for a number of years. I normally shop at the Fair Haven, Vermont numerous times a week.
Recently a new Customer Service Manger was hired. Chelsey.
She has a seriously bad attitude.
She has been rude to me on a number of occasions as well as other customers.
Her attitude and treatment of other employees is appalling. She is snippy, condescending and downright mean to the cashiers and people at the service desk.
I have witnessed her calling them stupid and yelling at them in front of everyone.
Why you allow this abusive behavior is a mystery to me.
A number of people I know feel the same.
I will find another supermarket such as Price Chopper to shop at in the future.
I cannot continue to shop and support a company that allows this behavior.

I have been keeping my bills from Shaw up to date as agreed. Now suddenly even after I paid in full the monthly fee, they are now saying I owe them over $200. And they want $90 right now. I tried calling them over this and am not getting any answers and they insist on double billing me now. This is frustrating to me. Before I paid what they wanted and they keep inventing new amounts. I have to live on a fixed income. I cannot afford to pay double charges especially when I have been careful to stay up to date. They send me a paper bill. I pay the amount on the bill on time.

I am a Shaw Direct customer and my complaint is not with the telephone/tech support staff but with the simple unacceptable delays in talking with them. I have two receivers (only one is ever activated at a time) [protected] (Home) and [protected] (RV). At the end of Aug my RV receiver was put on seasonal break and my home receiver was activated. Unfortunately there was first a delay in updating the codes which was fine and only took about 1 hr. But then the system would not work and a refresh was required. I phoned for help and gave the automated system my telephone number and name for a call back. After 2 1/2 hrs I received no call and hung up. So I tried online to chat and there was no response. So I phoned again, gave the information and was told I would get a call back. Again, no call back for over 12 hrs so I called again and finally got help. Unfortunately they tried refreshing the receiver that was on seasonal break. After another call they finally figured out you cannot refresh a receiver on seasonal break and got the correct one done.

Fast forward to Sep 11. I had a problem programming our local news at 6:00 pm on ch 49. I called at 6:20 pm and was told they would talk to me in just a few mins (and thank you for waiting) after 130 min with the same messages, I phoned again using my other phone and was told I would get a call back between 35 and 45 min. I did finally get a call back 85 min later and got the help I needed.

Such delays are exceedingly frustrating and simply indicate to me the customer that you do not take excessive delays seriously. If you called me as a company, and I said I am busy and will call you in a few min and it too hours, you would not deal with me again. I feel the same way against your Shaw system. Clearly you need to hire many more operators so timely help is provided. Am I going to close my accounts with you? Time will tell. In the meantime, I believe I should receive a reduction in my monthly bill indicating you take this problem seriously, and, more importantly act on getting more operators so we customers get better service.
Don McKelvay
128 Ebury Crescent
London, ON
N6C 3E2

I returned my equipment on June 22 (with a signed receipt) and now Shaw is taking me to collections because they lost the equipment. What a bunch of blow hard corporate idiots beating on us poor pee-ons. And the collection agency is nothing but rude, by the book, robots that won't for a second listen to me! Heaven forbid this is actually not my fault? Now there is a blemish on my credit report. Shaw won't return calls when they say they will, hold times are obscene and customer "service"? The only time this company is good at anything is when you sign up. GRRRRRRRRRRR!

As I am typing this I have been on Hold with Shaw for over 2 hours.
My account has been overcharged almost 100.00 and being told it's for something ridiculous. We all pay our services a month in advance.I made changes to my account prior to the new billing cycle.They dropped my channels but still kept the original invoice amount.Talk to one person on the phone and it's supposedly taken care of.
I start getting messages saying my account is overdue and they are going to start dropping services.
I spend an hour waiting to "Chat" with a agent and get the run around.Ask for someone to call me and discuss this.We don't do callbacks.You call us or go to a retail store.

2 hours later and listening to to chat is quickest way to contact us.Higher than normal call volume.

Shaw is one of the biggest crooks there are.No wonder they always post a profit.

Feb 27/18
Shaw Cable botched an install and damaged my brand new hardwood floors by drilling multiple un-usable holes in them.

After repeated attempts by myself, Shaw has not fixed my home and has mostly avoided in doing so.

Shaw hires Belfor Restoration to look at the damage. Belfor contacts me after several weeks to come look. After inspecting, several weeks later they get in contact with me again to tell me they are unable to match the flooring. Belfor states to me, they cannot seem to match my flooring, but they can take some flooring from a "less conspicuous area" to replace the damaged flooring, and replace the ""less conspicuous area" with unmatched flooring. So I end up with brand new, mismatched floors

June 5/2018, Shaw has put a note on my account that no techs or representatives of Shaw are allowed to do any wiring in my home… "a technician noted that the house was renovated and had some construction anomalies".
This is completely false as there have been no structural renovations or repairs to my home.

July 13/2018 - I get an email from Shaw ...
"Shaw will at your option:
1) Repair the floor via Belfor Restoration Service - they assure us repair can be successfully completed.
2) $500 on Shaw account, or cheque from Shaw upon receipt of signature of release - no repairs will be completed by Shaw and matter considered resolved. This is in addition to the $407.35 credits provided for services that you have consumed from Shaw during this dispute period.

If either of these options is deemed unsuitable or we are otherwise unable to resolve the matter with the chosen option due to inability to gain access to the home by August 31, 2018 we will also consider the matter closed and resolved."

The repair can NOT be succesfully complete as Belfor Restoration has told me directly they cannot find matching flooring, and that they could repair, but it would not look as new (prior to Shaw damages)

Aug 13/2018
Shaw states in their emails.. "There is absolutely no dispute that Shaw caused the damage to your flooring as the result of an error and that we will take corrective action."

Aug 14/2018 - Shaw replies they have asked for Belfor Restoration to contact me again.

Aug 27/2018 - from Shaw - We contacted Belfor Restorations right away last week after our last exchange. I will follow up with them today to find out why they haven't contacted you yet.

Aug 27/18 - In my email to Kris Irving, Supervisor, Operations, I ask about the notes of "structural anomalies" as quoted of Shaws account notes, I also state I have not heard from Belfor Restorations yet.
I have refused to pay my bill, since Shaw is not repairing my home and have cut off my services, and in my last email I stated to Mr Irving... " I feel it to be past the point of emails and phone calls and would like a name and address where I can send paper correspondence.
Im also requesting from you, a copy of all the notes on my account from the date of this install forward, please and thank you."

As of Sept 4/2018 I have not heard back from Belfor nor from Shaw.

On June 19th 2018, we have signed a contract with shaw for Internet 150 unlimited, we took the offer that was available which is 73C $/ month
Plus 100 credit for cancelling on our behave with Telus. Shaw did not cancel with Telus. As a result we had to pay an extra month which is 72.45$. The net result we didn't get the 100$ credit plus the 72.45
Where their representive said the the company will pay, because it was their fault.shaw didn't take any action for clearing this dispute.
Attachments copy of the invoice
Thanks

One of the Shaw representative visited our office in Surrey. He told us to upgrade the internet plan by paying $3 extra per month. As we were looking for an upgrade we verbally agreed and ask that Shaw representative to process the upgrade; As during the conversation he never mentioned that there will be a new 5 year contract; which we never wanted to sign as we want to run on monthly basis. Later we emailed him to inquire if there is no new contract; he replied to all our questions but never responded about the contract; we have all the emails in our inbox as a proof. Later he sent a document for e signature on the email and as per the constant running conversation and being in his good faith we signed the document as there was in our mind that there is no new contract and we got a deal being a valued customer of Shaw for a period of time now. We were unaware that the document included the new contract. The guy misguided us since the first conversation and never gave the full information. We were unaware about the contract even after we received a call from Shaw to setup the new system in our office.

One of our office representative called Shaw to know all the details about the new plan and everything related to the plan to keep it our records; then we got to know there is a new contract which we signed unwillingly and unknowingly. This situation made us feel bad that we never wanted to sign a contract and trusting #Shaw and its representative was a mistake. Later we contacted the same representative to get the details; he replied and said that he never misguided with any details and to cancel the contract we have to pay PENALTY which is [half the bill amount x no. of months] which made the situation even worse. Prior to that we keep on emailing him to resolve this issue; then he stopped replying to our emails and started ignoring our phone calls. To get a solution to this problem we tried to call the loyalty department; they simply said that they have emailed him to resolve this issue as a priority and also to his direct manager and they will contact us in 2 working days. Its more than 2 weeks now and we didn't get any response. In this time we tried to contact Shaw and the representative who cheated us but there is no response. The services are not started yet as we refused to start until the problem is solved.
With my experience with SHAW, I will never recommend anyone to sign up with SHAW. This was my worst experience ever.

Been trying to reach customer service for TWO days! on hold times upwards of 1hour nobody returns calls when we select that option to return calls. Twitter and chat online help services are also slow to reply and not helpful.
Terms of contract broken by Shaw, 9 months into a 2 year contract they suddenly started charging more for the same services. No warning, no explanation.

Cancelled my Shaw today after 12 hours of interaction with them.

Started off with having to pick up a new box at the Shaw office *11am. At *1pm tried to activate my new box and had to call because I had a problem (no signal) with my 2nd box in my home.

From 1pm - 4pm I called 3 times and had to request a callback as waits were 40+ mins. Problem was each callback started with a hold as soon as I answered and after 30-45 mins of hold each time I hung up!

At *7pm I tried again with a callback needed again but this time after 5 mins from their callback an agent answered. I then spent 90 minutes trying to get new box activated and signal on my second box fixed which they had mistakenly taken off my account for some reason.

At *10:30pm I said goodbye to the agent with problems solved. I have had to call and callback a number of times due to their maintenance of the system messing my cable boxes up in the past 6 months.

Oh I was offered $5 off a month for 12 months for my troubles.
During my 12 hour day with Shaw I had plenty of time to shop for other options...goodbye Shaw!

In parting they warned me I have a $90 penalty outstanding for an early departure from the 2 year contract. Now there's customer service for you.

They lock you into contracts and then don't deliver on service and hold you for ransom.

I am furious! First, this dept. did not debit my acc then my bill accumulated.

I visited twice the Victoria office about this. It was documented in the files that i was going to pay $250 on Aug. 1st. Instead they debited $450 !

Needless to say that this is causing me to be short to pay my mortgage and screw my client records.

I request that they pay me for the time that i have wasted, and penalties I need to pay now for not being able to pay on time

In 2017 I relocated my business from Saanich BC to Victoria BC. Because our new office was not completed on schedule, it was necessary to move into a temporary office for a couple of months. We advised Shaw, our telephone and cable service provider at the time, of the move in October 2017 and made arrangements for the service to be relocated to the new office.

When the service technician arrived on site he advised that it was not possible to suspend the service until the new office was ready and the only option was to cancel the service. We were not advised that a termination fee would be applied and, given that Shaw was not able to accommodate our move, it is ludicrous to think it would be. The service was cancelled because we were told there was no other option. Shaw later claimed that we cancelled the telephone service for no reason when the technician arrived, yet acknowledges that they do not keep records of such conversations.

Interesting to note is the fact that our Shaw internet was suspended until we moved into the new office and we continue to use the service, just as requested.

The discussion about this has been going in circles ever since. Early on we received a customer service call from a very kind Shaw employee who seemed to understand our situation. I felt confident that the situation was understood, and the fee would be waived.

Months later I started receiving harassing emails from a collection agency. I was asked for evidence of the conversation with Shaw at the time the service ended. Frankly, I had never considered Shaw to be an enemy and did not consider it necessary to record a conversation with a field technician. Shaw went on to state that they do not keep records of their communication with customers and have yet to provide contrary evidence supporting their accusations, and seemingly refuses to consider the circumstances surrounding the cancellation of our phone service.

It seems, even though my lease was ending, and I was required to move my business, I am being penalized for not maintaining phone service at that location. This is a cash grab that is not in line with reality. Sometime businesses have to relocate, particularly those that are renting office space. I have never had such issue with relocating a phone service before.

A reasonable resolution to our dispute would be for the termination fee to be waived.

Started June 29th our satellite quit working. I was on hold for an hour and a half and by the time I finished speaking with someone it was over two hours. They "think" our satellite went out of alignment (not a huge problem) however we could not get service until July 7 (8 Days). July 5 called to confirm they were still coming and was on hold for over 3 hours and finally hung up at 1130 pm without speaking to anyone. July 6 called in the morning got thru to service after 15 mins! They confirmed we were scheduled for July 7 between 9 and 11 and that someone would call. It is July 7th and we called them at 10 as they had not called yet. We were told that they would call back in 10 to 15 mins with an update. At 1140 we called again and after 45 mins we again were told they would call back when they knew more.

please look into my file, under account [protected]@shaw.ca, plus have had many phone calls. I am trying to re-set my password, says account not affiliated but using my shaw address. Automatic reset does not work, Have been on hold for 22 minutes on phone (says need to wait 45 minutes) then tried live chat at one point said I would be connected in 1 minute was a count down from 6 minutes...now 23 minutes later still nothing. Posted message on FB - response is high volumes of requests...
You folks need to fix this my email is going to be locked.
Ah and the reason that I had to reset my pw in the first place - I was travelling in China for work, then was locked out of my webmail account from too many log ins from too many devices - is this not the purpose of a remote email address? I had to call you from Beijing - and was on hold also - expensive and very frustrating. I am at a tipping point here, this has been a probem as far as I have been a customer. Help please!

Signed up for 2 year contract - bundle Internet / Phone in April 2017. Was told that after a year my charges would go from $128 to $168 but that I could at that time reduce my TV plan from Popular to Personal and my Internet from 150 to 60 without charge.

When I received my bill in April 2018 and noticed that it had jumped from $128 to $168 I phoned and asked for my services to be reduced as mentioned above. They said no problem it had been reduced to $89.15 plus taxes. I received 2 more bills of $168 after I had called.

I called back today, June 2018. Three times I was talking to the billings departments (Sal- Vancouver, Jovan - Ontario & couldn't get the name of the others) and all of a sudden they couldn't hear me anymore. I've never had a problem with my phone before. Another time I was transferred to Customer Service and after a 1/2 hr wait I was disconnected.

When I finally reached Jovan - Ontario he explained that there was no record of my calling to reduce my plan and if I wanted to do that it would now cost me $20/month until April 2019 when my plan finished or $200 to get out of the plan. This was not what was promised when I signed up for my plan.

Needless to say I am extremely frustrated. I have been a loyal customer of Shaw for over 30 years and WILL be cancelling my Shaw account as soon as my contract runs out - April 2019.

June 1 2018 client #[protected]

We are a client in calgary beltline area - lost all services - used our cell phone to call customer service but was on hold for over 2 1/2 hrs. Services came back but customer service had still not responded.

To add insult - we received the shaw billing at this time - with the new increase!

We expect (no demand) compensation for this issue!

Signed a very unhappy client

Hi team-My Shawinternet is not working properly from last few months. Everytime technician visit my place and say it will work and it works for 3-4 days after that can same problem. I tried connecting you guys via phone and it's waiting and couldn't talk to anyone. I chatted with agent but no help. Please disconnect my service I am unnecessarily paying the bill without any use. I am fed up with your services.

First CSR: Currently paying $133.00 including taxes and contract expired in two months so I thought I do something, I phoned CSR and after speaking her for almost an hour and I thought she is helping me so I am extra patient but she came back with a quote of $188.00, more instead of less so I told her I am leaving them. She spend another 5 minutes to re-capped what she said

2nd CSR: This CRS from Calgary the first thing he said to me is that my billed is not up to date and need to pay $266.07. Again wanting to avoid the hassle and stay with Shaw but this dude came back with a quote of $189.00 and he pronoun or read out my name in long and delay fashion before existing...Sarcastic