Shaw Communications
reviews and complaints

I called today to find out why my bills indicate a certain amount to pay and then I am slapped with another higher amount. Talked to Swirl, from Ontario, and when I told her that my previous bill from September indicated that I owed $75.65 and that I paid $78.91, she said NO. I told her I have the bill in front of my face, but still NO. And then I am slapped with another one dollar out of the blue. Unbelievable! and then Shaw blocks me from accessing my webmail, when every month I have paid the amount indicated in my bill, and I am a Shaw customer for many years. WHAT A DISGRACE. I am fed up with Shaw. Their customer service people in the past were great, and now they are incompetent and ignorant.

Back in november of 2019 I asked for the cable to be removed. I have since called multiple times asking for it to be removed. I have stated I did not want their cable service. I have continued to make payments as I get my internet through them as well. As of february 2020 they hiked up the price to over $200 a month! Through the covid shutdown I still tried to get them to remove the cable service but they said they could not due to covid. Now I have recieved a bill over $800 and they have shut off the cable and internet even though the bill is not due until end of september. I tried to call and could not get an answer other than they didnt have to restart the cable service.
I have tried hard to have the cable removed, to keep up with the payments and now this. My kids will not have access to do their school work due to this situation.
Please help.

On Tuesday, August 18th, I tripped over a "temporary cable" that has been on my property since winter. I fell going down the stairs from the side of my house and onto my patio. I toppled down on my knees and hit my head on a metal table. This fall ended with a sore head, a black eye, 2 scraped and bruised knees, and swelling.
I called Shaw right away and was unable to get a phone number to call in regards to my injuries. The next day I spent time getting the run around for a number, and again, the day after that. No success.
Please do not disregard my request to find out what will be done about this situation. Shaw was negligent and it resulted in injury to my person.
Please call asap to [protected] or [protected].
My husband tried to add my name to the account last night after a lengthy phone call to Shaw, where your representative said this was a needed step. The line went dead, from your end, as this was about to happen and I was too frustrated to go through the whole process again.
Our account is #[protected]. The name on the account is Terry Pomeroy. All bills are paid from our joint chequing account. The house is in my name.
Thank you for your prompt attention to this matter.

Yours sincerely,
Lhea Pomeroy

I signed on to Shaw for cable services sometime last year, unfortunately, I had to cancel my service on March 23rd due to the pandemic's effect on my small business. I called Shaw and explained the situation but they would not cancel my services without a cancellation fee. Eventually, I agreed to the fee and on April 4th I got a bill for 500+ which included the cost of the equipment. I made the payment excluding the equipment fee and took the equipment to the office in Victoria to return but the office was closed. Right after, the pandemic got worse and the lock down began. As a good citizen, I stayed indoors until the lock down was lifted.
Sometime in May, I got a call from Shaw collections asking me to pay up for the equipment, I let them know that I had attempted to return the equipment but the office was closed and that we had been directed by government to stay indoors to prevent the spread and that's exactly what I did. They then asked me to call Shaw cable to let them know. I called Shaw early June, and I was told that Shaw could give me a return label to send the equipment. I received the label and made the return immediately.
Barely 2 weeks after returning the equipment, I got a call from collections, again, I informed them that the equipment was returned and my balance is zero. They insisted I had to ask Shaw cable to update their information and although it wasn't my responsibility, i did exactly that.
The Shaw customer service representative apologized and sent an email to the collections agency to update my information. A week after, I got a call again from the collection's agency, they claimed that Shaw had not updated the information. Once again, I called Shaw., the agent sent an email to collections to update my information, in addition, I requested that they make sure nothing derogatory goes on my credit.

A week after the second call, I get a call from the collection's agency again, I repeated the same steps with Shaw and requested my credit report from TRANSUNION. Unbeknownst to me, the agency had reported delinquencies on my credit report - it stated that as of July 8th, I owed Shaw $249.

I have called Shaw several times to request them to correct and take off that information on my credit report, they claim, it is beyond them and that I will have to live with it. This is unfair and wrong! Why does Shaw expect me to break the rules and go mail an equipment during a pandemic when we as good citizens have to play our part to stop the spread. Well, their response was that, it is their process and there is nothing I can do about it, they were extremely rude.
I raised a case with Shaw to get a manager to call me, no manager bothered to call and when I called, the managers refused to speak with me.
Please help me to get justice, requesting me to break the rules during a pandemic and meting out punishment for me refusing to do exactly that is unfair and unjust.
I am requesting that Shaw take off the derogatory information from my credit report. My mortgage is due for renewal and this issue has adversely affected my mortgage refinance

Below are the details for the case:

Name: GENEIVIEVE MARKIN
Case number: CS000027559525
Shaw account number: [protected]
SERVICE ADDRESS: 215-409 SWIFT ST VICTORIA, BC
Contact number - [protected]

I hope my request will be favorably considered.
Thanks
Genevieve Markin

I don't even know where and how to start with my complete disappointment and frustration with Shaw. I have to admit I have been dragging my feet to write this letter as I know it will further irritate and drain me completely when I have to recap the scenarios.

I am a small business owner and operator of Pacific Coast Integrative Medical Centre in downtown Vancouver. I shared a clinic space with Robson Medical Centre/Pure Integrative Pharmacy at 238 Robson Street, Vancouver before I moved to my new location at 605-1200 Burrard Street, Vancouver beginning of March this year.

This ordeal started when I phoned in to make my request to transfer my business phone line to my new address on February 21 this year. Chris McNeill (C90M), the Customer Advisor for Business Customer Support processed my request. Since the business number [protected] was under Robson Medical Centre/Pure Integrative Pharmacy, Chris had to get approval from the account holder to transfer the phone number to me. According to Chris, the phone line was finally released by the account holder on March 6. One of the reasons that it took the account holder so long to release the phone number to me was when the account holder tried to cancel his internet and phone lines, he was told that he did not have the authority to do that as I am the only one who can cancel his account. I do not know why and how that can happen. Given my experiences with Shaw so far, it seems like anything that can go wrong will go wrong with your company. Since the account holder did not even have authority to cancel his own account, he did not think he had the authority to release my phone line to me. By this time, I was frustrated and Chris knew about it and informed me in his email that "he'll alert his Supervisor to my request for an escalation and will ask her to reach out to me". The Supervisor never once reached out to me given that she has my email, cell phone and business phone numbers.

Phone installation was finally booked for March 19 between 9-11 am. Of course, by that time, COVID-19 has already hit Vancouver. My clinic was temporarily closed. However, I was still offering telemedicine virtual visits to my patients. Because I desperately needed the phone line to operate my business, I went back to the clinic for the installation despite of COVID shutdown. I emailed Chris to confirm the appointment given the situation and I never heard back from him. I waited from 9-11:30 am for someone to show up for the installation and no one showed. I tried to contact Shaw and Chris and was not able to get any answers from anyone. I called the Shaw business line a couple of times to speak with Chris, I was only able to leave messages for him and he never called me back.

With the clinic re-opening, I phoned Shaw on May 20 and talked with Moe to request another installation appointment. He was able to arrange one for Wed, May 27. Fortunately, Jason, the technician, showed up this time. But he informed me that he cannot install my business number [protected] because it was not assigned to my account [protected]. He went ahead with the installation by installing a temporary number. I also received a call from Naser to inform me about the situation and he assured that he will assign a temporary number [protected] for the time being and transfer the line back to my original business number. Naser said he will follow up to let me know when he can take care of the transfer and once again, he and no one else have gotten back to me.

To make the matter worse, I received two invoices for two different accounts for May. My original account 014-2451-xxxx has services that I did not order and the new account 014-2454-xxxx has the business phone line. The whole thing was so confusing and I had to call in to cancel the original account 014-2451-xxxx which had the services that I did not order.

Fast forward to this week, I was informed by my patients and suppliers that my phone number is not working. Every time they call the number they received the message "The number you have called is not assigned. Please check the number and try the call again".

I recognize that during this pandemic, businesses are adjusting their operations. As a small business, I have had to adjust my operations, but I expect a large company like Shaw which has much more resources than a small business, to be able to address these challenges much better. The incompetence and extremely poor customer service from Shaw have significantly impacted my business. Many of my patients are not able to contact me and I have lost a significant amount of income.

As you can appreciate, I am at my wit ends and in complete awe to the point that I seriously do not know what to do. I have given your company a lot of opportunities to follow up with me and no one has reached out to me so far. You are my last resort to get this matter resolved.

Hi there.
About 4 weeks ago I had called Shaw enquiring about why our monthly bill for internet and TV was over $200 a month. I was met with an agent was having A bad day. Right away she was belligerent in understating what I was explaining. I'm British, an Electrical engineer .
In the space of 15-20 seconds of explaining why I was calling I was abruptly, without warning transferred to a screeching noise on hold. Like a fax machine except it was so grating it actually put me into a seizure. I collapsed . It was so frightening the noise, like a thousand chalk boards scrapping nails at the same time .She had obviously had enough of me however decided to put me into some comical " [censored] the [censored] customers " gimmick on hold noise. It was so very upsetting to be treated this way. Also, how was this possible for a Shaw employee to be actually able to do that ?
What the hell is going on at Shaw ? Should I seek out a lawyer ?
Thank you for reading.
Fred.

One of the many services I use Shaw Internet for, is to watch Twitch streaming services. Twitch recently enabled two factor authentication (2FA) when logging in, and therein lies the problem. When attempting to use their 2FA, I'm getting an error message, and my research has shown me that only customers of Shaw Cable are having this problem. Now, I understand that the flu thing has many businesses understaffed, but when I called Shaw to ask about this, I was met with dismissal and told to complain to Twitch about it. If none of the customers from other ISP's are having this issue, the problem clearly lies with Shaw Internet. I plan to be patient for a while longer, given the flu issue, but if this isn't addressed soon, I'll have to consider finding a new ISP.

Started calling Shaw internet to disconnect my service, waited for 20min and got transferred. Waited for 2 hours and phone disconnects. Called again, waited 45min to talk to someone who did absolutely nothing other than transfer me to loyalty department. Still waiting after an hour.

This is not like anything i have experienced. Disconnecting a service should not be this long or have to go through to many hoops and still not disconnected.

There needs to be more service providers. These companies are allowed to do whatever they wait and are not held accountable for their business structure.

Afternoon,

I was recommended to escalate my complaint to this email address.

Account Number: [protected]
Address: 0730 70 Ave NW, Edmonton, AB

I spent the afternoon talking with shaw about a problem with my billing, my account charge has changed from $60 per month to $113/ month for my internet 300 services. I phoned shaw to start a complaint as I believe I specifically agreed with the sales agent who set up my account to pay a fee of $60 throughout the term of my contract. I phoned shaw and was put on hold and told they could not remedy the situation, then I started an online conversation with Sahil in Charlottetown (PEI), sahil.

Sahil - ID# WJY3
Hemant (Office shaw Northbay, Ontario) - ID#
Rajveer - ID# WAT9

My bill recently changed on a two year term, however; I remember working very hard with shaw to have them set up a shaw bill plan that includes the cost of $60/month for the two year contract I signed for shaw 300. I requested them to honor my original agreement, when they could not I I requested proof of acceptance for the contract I entered with Shaw and was told that they had no proof of acceptance just a non signed contract.

I was told to phone customer loyalty. I phoned customer loyalty and got put on a conversation with Hemant who then transferred me to his supervisor Rajveer. Rayveer was not able to provide me with proof of acceptance or remedy the situation.

I am now escalating the situation since I believe that I did not agree to these terms and Shaw is not honoring the verbal agreement I had with the sales agent and cannot provide me with proof of acceptance of the contract.

I am requesting one of the following things to happen to remedy the situation:

1. Cancel my internet plan with no additional charges and refund me the cost of the inconvenience provided.
2. Honor the original agreement and charge me $60 a month for internet 300.
3. Provide me with proof of acceptance of the contract, and we will carry out the remaining contract.

I am requesting this information on February 2nd, 2020.

Regards,

Kyle Handfield

Case # cs000022638758

manpreet from tech support in toronto iz much appreciated

she gave me tha proper directionz that have now been instilled in my mental. So i now know how to troubleshoot (woot woot)

i could not find a compliment section so i do hope thiz will be recieved by tha right channelz so she can be congratulated and celebrated.

Much love.

We are new to Shaw customers and when the tech hooked up the Shaw box to our tv, our speaker system no longer worked. When we asked about this we were told that Shaw only plugs in the box to the tv and that any sound issues needed to be resolved through the speaker company.

We said that the speakers worked prior to Shaw's involvement so it must have been something that Shaw changed or disconnected... and if the Shaw tec could come back to the house and explore the issue... we were sure that they could resolve it. The telephone service rep responded that this was an issue for our speaker company, that Shaw only plugged in the box to the tv and anything to do with the speakers had nothing to do with them.

This seems to be very poor service as, all was well prior to their involvement and at no time did they disclose that their actions would disable the speaker system. And when this was brought to their attention they denied responsibility and offered no assistance. At the very least their service representative should have warned us that their service might cause problems with our existing sound system. And if they were conscientious they would have helped to rectify this.

We are now in the position of having to pay someone to come into our home and fix the Shaw set up so that our speakers work. This seems like a Shaw responsibility to us.

Absolutely the worst customer service of any kind! They purposely put u back in the wait que after holding on call for 3.5 hrs, after telling them that you want to disconnect their services. Had to call several times last week just to cancel bcoz they keep disconnecting me after finding out that I wanted to cancel.

They are doing this on purpose so people calling in to cancel would give up and keep getting charged by this manipulative company. We had been a loyal customer for more than 30 yrs and this was how they treated long time customers.

Idk why CRTC isn't stepping in to investigate this horrible comapny. Something needs to be done. They don't care how long you've been a customer, they just dont give a crap!

It's time people stand up to bully companies like Shaw to show enough is enough with their crappy service and hit them where they will feel it most: their bottom line if you take your business elsewhere.

I am presently on hold, again, to try and discuss cancellation of my internet/cable on a home we have sold. this is the third time on hold, the previous times I gave up after 45 minutes. I went in to the shaw store and was told that I could not cancel thru them, only by phone and was give another number that was supposedly faster. well, I have now been on hold for over an hour. it would seem Shaw's method to
have people not cancel is by making them wait until they give up (or die I guess).

at any rate, we have Shaw had shaw duplicate service at our new house and the house that was just sold for over six months.
now instead of cancelling the sold house account only I have decided I am switching to Telus. this is not the first time I have had ridiculous wait times with Shaw so time to switch. Telus could not be worse!

too bad Shaw does not consider the customers time to be of importance to them. too bad you still didn't have the dial back feature or you would probably still had me for a customer (as I have been for over 25 years).

Long story short we have been shaw customers for over 20 years and recently made a small change to our services to pay $244 (small increase from the past years) per mth. Shaw stated it was the best deal they could give at the time and we signed up for 2 yrs. When I called in approx a mth later after a Telus rep stopped by our house, the shaw rep took 30 seconds to state they could lower my bill to $151 per mth for the same services!
This has to be some kind of crime - I will never switch back to Shaw and I encourage every single person with Shaw to switch!

I called Shaw to activate wireless cable boxes. I spoke with the technician who said I would need to talk to the accounts/billing department first. I was on hold for four hours, I have prove I took a screen shot of my phone. I have attached a photograph. I finally hung up, there offices close at 10:00 p.m.

I am a new Shaw client, it's been a month, I got billed for the cable, but we haven't had any cable, as the boxes are not activated.

I have been a customer for 15 + years and after todays communication I will be ending my services with Shaw as soon as my contract is up. I work at the bank where my payments come from and a few months ago I changed my bank account and therefore the payment was returned: I admit this was an over site by me but quickly called and I thought to have rectified it until I received a bill for $679. I immediately called to have it sorted out the staff member was not able to communicate the issue so I requested to speak to supervisor. I spoke to Cree manager #88 I have never been more upset with her lack of interest in helping, I do not believe her treatment of customers is in align with your companies goals in ensuring customers are treated respectfully. I encourage the conversation that took place to be reviewed to confirm this. I would like a call from head office to discuss further

I recently was talked into re-signing with Shaw for their blue curve "Total" package, included in that was the ability to cancel within ten days from receipt of the contract:

"You have a "Buyer's Right to Cancel". This means you may cancel this agreement for any reason until 10 days after you receive a copy of it. More information can be found on our website at www.shaw.ca/valueplandetails/.
You can reach Shaw at 630 3rd avenue SW, Calgary, Alberta, T2P 4L4, by telephone at 1-888-472-2222 or by visiting www.shaw.ca/contact-us/."

I received the contract on October 22 via email and after reviewing the channels, decided I did not like the requirement to have to subscribe to "additional" channels which I had with the previous package. The package is overpriced and not what I want. I would rather have the month to month package with the channels I had before, along ability to cancel when I like.
I have reached out to Shaw on several occasions over the last week only to get a song and dance about they can not cancel the order. The standard response is I will need to call back. It is now October 30th and the time is ticking away...
I have logged into the Shaw self serve portal and can not do anything there as it continually crashes. So far I have spent approximately 6 hours on line through numerous chats (which I have recorded) and been disconnected twice. I have spent probably another 6 hours on hold on the phone (will need to add up the length of multiple calls). I have been on hold this time for about two hours (Oct 30 @ 9:00 MST)and assume they will be closing in an hour or so will likely need to try again tomorrow (Halloween) maybe I will get Though? Wonderful customer service!

A complaint against Shaw Communications for failure to honour incentive pricing offered to customers. They consistently have shown an Inability to resolve company initiated errors and adhere to basic accepted business principles. New equipment supplied are defective producing inherent system malfunctions.

A completely dissatisfied new customer experience. I was offered an attractive price and service package as part of a promotion to bring my business back after leaving Shaw 6 months ago. Although a number of Shaw representatives have reviewed the taped call which included the promotional offer and acceptance of a specific price, no one was able to honour the agreement. Now after just 3 weeks of service I have 2 malfunctioning cable boxes, a higher price package then agreed to and 8-9 calls to the "customer and so called technical service departments wasting 6-8 hours of my personal time with no resolution.

On a number of occasions at my request call centre agents have requested supervisors to contact me or to participate in current calls with no contact from anyone with authority to resolve this matter. Only after I engaged in a lengthy process of filing a complaint with the Better Business Bureau was Shaw interested in speaking with me about my difficulties.

I have been very clear to Shaw I only returned as a customer when offered a one price for the entire term of the contract, in this case one price for two years was originally offered. It seems I was provided a lower grade of equipment for an attractive pricing package which technicians have now had to provide additional service and replace equipment in the one month I have been with Shaw. With no confidence in the quality of this particular equipment Shaw was supplying me with I have stated I would like an alternative equipment solution.

A representative from the "Shaw Cares" National team offered what I found to be insincere solutions. After so many frustrating calls and hours spent to correct the mistakes of Shaw the representative offered to indeed correct the price to what I had so hard had to fight for with no adjustment or apologetic credit. As an alternative I was then offered to switch to new equipment and a new incentive offered by Shaw but with an absence again of a credit that even new customers would receive if they approached Shaw. In this case I would have a price increase in the second year something I reinforced I would have never come to Shaw had this two tier pricing been a requirement. Again no compensation for my time and frustration.

In the past month there has been such a lack of person's empowered with the ability to correct mistakes and appropriately compensate customers. Unlike Telus or other service providers you cannot ask, demand or request while speaking with a call center representative to speak with a supervisor. I held twice in these few weeks over 45 minutes each time in hopes of speaking with a supervisor only to have the call taker say "I'm sorry, they don't seem to be available."

I am now out a significant amount of money cancelling my previous but relatively new service provider that I went to 6 months ago when I wisely left Shaw. Now shame on me for getting duped into a return to Shaw with an attractive offer they seem to have NEVER intended to honour. This is not a he says/ she says. The calls and offers were taped and reviewed by Shaw staff and verified they were offered to me but no one seems to be able to action it.

Now, for 3 weeks, I have had cable TV that doesn't work despite attempts from remote places to reset and correct the malfunctions and yet they still want me to pay for services not provided, inflated and not agreed to.

Shaw is quick to forward to collection agencies and courts to retrieve money from failed obligations from its customers but doesn't seem to be accountable when the roles are reversed. I am out a few hundred dollars from my previous provider's obligation and fees that I will face to reconnect with a honourable and reputable provider I should have stayed with.

I will be filing a claim with the Small Claims Court of British Columbia to recover these expenses and as well as my continued campaign in social media to describe my horrible in every outlet I find I am also opening a new complaint with the CCTS and the BBB.

I have now been on hold for an hour and 23 minutes, when the recording said the wait was 15 to 20 minutes. I cannot disconnect service via the web site or chat, so I am forced to wait here on the phone in order to disconnect service. If I were to be adding services I could do that online...or I am guessing someone would have attended to me by now--but to disconnect? They won't service me. I feel I should bill for my time wasted sitting here. $200/hour puts us at about $300 they owe me.

"Please stay on the line for any disconnect requests." That's why this is [censored]. They aren't giving me any other options. They are making it untenable to disconnect service. THis is deceptive.

We are now closing in on an hour and a half waiting.

from shaw cable to telus in july, I had paid in advance and when I brought my equiptment back to shaws office in nanaimo bc the lady said I would receive a refund check in approximately 3 to 4 weeks to the billing address. I received an invoice letter dated august 22 2019 the date of said refund check on invoice was july 30 2019. Since this time I have made numerous attempts to get my refund with them saying it was sent is being sent the last response was it wassent on oct 9 and it was supposed to be anew check. I get sent from one rep to another and I have not received nothing Frustrated as which way to turn I had paid this company a month in advance for 7 years and still reside at the same place as there bills were sent