Shaw Communications
reviews and complaints

I originally received a call from Shaw offering me free 6 months cable. I never watched cable, but my bf likes too, so I decided why not give it a shot. The Shaw representative who called me answered my questions in regards to any hidden fees or installation charges and confirmed that there was none. The date for installation was set and I called Shaw once again to double check that this promotion was real and that there were no hidden fees. Once again I was assured that there were none. The following month I receive my bill with extra charges for cable. I call about them and was told that they would look into it and that the charges would be removed. A month later I receive my next bill, with charges along with the previous charges. This continues with more phone calls for a few months in a row. I feel as though I've been cheated, ignored, and have been a victim of false advertisement. I will be calling once again to have the cable removed, and I will be shopping for a better internet provider and will be cancelling that as well. The individuals over the phone were nice and said that they were going to personally follow up on my case but never did. Shaw does not follow through with their intentions.

I had service cut because I missed 1 payment and had an outstanding balance of

I call to confirm an istallation appointment (because I moved). The representative on the phone barely spoke english and couldn't find the appointment. When I asked if we could confirm the account information he wouldn't answer back. Then when I asked if he could transfer me to someone else he continually spoke over me and wouldn't hand over the call to a supervisor when I requested (because he continually tried to speak over me). When I asked him to please stop speaking over me he HUNG UP. So, I have to now WASTE ANOTHER HOUR of my day trying to confirm an appointment. WHAT A JOKE. My family has 3 different accounts with SHAW CABLE. We cancelled all 3.

There was no answer from any personnel for the questions that I aked, yet $38.00 was charged to my Visa, our transaction had never completed. Requesting for refund of the above amount. Reply to: [protected]@shaw.ca

I attended the Shaw secret sale on December 31, 2011 and purchased and arranged for the new Shaw Gateway to be installed, upgrading my existing system. The original install date was not met and hence the frustration started with the lack of customer care. With no alternative at that time I sent a complaint to both the CRTC and the Better Business Bureau.

I was contacted shortly thereafter by one of your staff, Ryan (Shaw Employee) to try and resolve the issue. Ryan (Shaw Employee) stepped in and stated that he would take care of things to ensure it was installed and my account corrected with the changes set up on December 31, 2011 at the Secret Sale. Ryan offered a $300.00 credit for my existing PVR in good faith to retain me as a customer.

The new gateway was installed a couple of days later, by a great installer with a very high level of customer service. Where the issue again started was when I was reviewing my monthly invoice, dated February 18, 2012:
- I noted the credit of $300.00 as discussed with Ryan (Shaw Employee), but then noted the additional charge of $300.00 for equipment purchase.
- I contacted Ryan (Shaw Employee) and asked him why I was charged again for the gate way when I paid for the gate way on December 31, 2011 at the secret sale when
- Several calls later Ryan stated that the issue was resolved
- I then reviewed my next invoice online to discover that the double billing had not been resolved
- In noting this I again contact Ryan (Shaw Employee) and left several messages stating that the double billing had not been fixed. When I received a return call from Ryan on Monday March 26th, I stated that I was getting frustrated again with this. Ryan’s response was that he would have it resolved and would send me an email to my home email account verifying it was resolved. I also mentioned that I had received an automated call that my account was in arrears, which I was not happy about when it would actual have a credit balance of $22.93.
- I have left a voice message on March, 27, 28 and 29th letting Ryan (Shaw Employee) know that I would appreciate a follow up call and mentioned that I had not received the email from him as he stated in our March 26th phone conversation.
- I have contacted your customer service department to let them know that I was dealing with Ryan (Shaw Employee) on the double billing on my account. If they need to verify this issue to please call him. The response I received was “ I will note it on your account and will hold any service disruption till Friday (March 30, 2012)”. My reaction was “Pardon Me”, and now I am even more frustrated with Shaw Cable. I would understand this response if this situation was my fault, however to receive this comment when I have spent several hours over a period of two months trying to resolve the issue.

Since mid-January I have received escalating frustration with your company to resolve this situation. With unacceptable customer service in resolving this issue. With no response from Ryan in three days, either via phone or email, I have no alternative but to utilize the media for the double billing, lack of customer service and frustration that Shaw Cable has created.

Shaw Cable worst customer service ever! Tech person didn't show up, no service for a week, customer service hung up on me TWICE this morning no one cares, I am disconnecting all my services with them! I was never so mis-treated in my life by a cable service company (now in the bottom (very bottom) of my list. Do no recommend Shaw Cable to anyone!

I have been with Shaw for over 11 years, worst customer service, and tech support. I am paying for Broadband 50 and most of the time I get less than extreme or high speed internet connection. Called their Technical support, always the same thing, wait for over 30- 40 mins before getting to a rep, then the routine of unplug modem etc..I had to cancel appointments as I can not wait all day at home waiting for them, as I travel and work. I pay @$180 per month, it is frustrating when you surf the web, or check emails, you are not even getting the service you pay for. I replaced my router on advice of Shaw person, to the best one possible, still an issue. I got their Broadband 50 modem, and was told that I need to connect directly to my modem to get that speed, Shaw's own modem with built in wifi, can not even back up their wifi for speed. i believe the modern world uses wifi then plugging in your laptop with a direct cable. Tech and customer service calls have been pointless most time as is service calls, with out resolution of this issue. I had to get a WIND mobile stick for back, when my internet goes to snail's pace, I think dial up might be faster. The final reason for this complain here was due to bad experience with their technical support team. Looking to see if I can find another internet /phone/ TV provider without these issues.

I have had Internet with Shaw for 3 months, it has not worked for the last two months. When I call to get it fixed I am put on hold for anywhere from 15 minutes to 40 minutes. On one occasion the employee was to busy chatting with the people around him / dropping the phone to pay any attention to the task at hand, he made me repeat the problem 3 times because he was laughing at a joke someone was telling in the background (good thing they have so much time to stand around and joke while people wait on hold for 34 minutes). He then preceded to ask me if he could write down my personal number so he could call me the next day, I declined so he gave me his cell number and instructed me to call him the next day so we could really chat (not going to happen pal). That particular call went on (it remained wildly inappropriate throughout) and resulted in my getting an appointment to have my Internet fixed 19 days from now, so all and all I will be without a service that I am paying for for nearly 3 months. I have been instructed to set up a credit with customer service after the problem is fixed, which means I have to spend another hour of my life dealing with this issue. I would be embarrassed to give service like this, there is really not one thing impressive about the customer experience at Shaw.

We have had no cable service for two weeks and can' t get through to customer service. We have spent over 4 hours altogether waiting on hold, three different times. They say "your call is I portent to us"...we are not sure where to turn as we are always hitting dead ends trying to get through to someone.

shaw cable took away services we were satisfied with and now required us to purchase a box to view channels we already paid for. Instead of upgrading the cable to fibre optics, we have to have a box and remote control we did not want for our new flat screen tvs. It is a ripoff. they have done this to not have to upgrade the cable at our property line. They are nothing but thieves. Judging by the reaction of other disgruntled customers at their office they are in for a great deal of scrutuny for this action. Canadian content nobody wants except crtc bureaucrats.

Absolute worst place to work I have EVER experienced! I worked there for almost 4 years, was lied to by the corporate big wigs continually, and was taught how to lie and manipulate customers to make more money for the Shaw "family." Shaw is a rip off, plain and simple. Overpriced products and services, unreliable quality, and a staff that will badmouth you and your pay per view choices (yes, THOSE ones) to everyone who will listen. The profit that these people are making off their customers is disgusting, and their repeated price increases are not because of "rising costs" they are out of GREED. Everytime a price increase was put into effect, the supervisors and big bosses got bonuses, shiny new vehicles, spontaneous vacations, you name it! I was at these seminars people, I know what I'm talking about. After designing a new system to deal with deliquent customers, I discovered my wonderful supervisor had gone behind my back, claimed my idea as his own, and got himself a big bonus! I continually dealt with incompetent staff, (understandably) irate customers who had all their promises broken, and mysterious charges on their accounts. Never had to work for a company before that continually passed the buck onto the next person as no one would claim their own mistakes. No one there is responsible for their own actions or follow thru. Customers were promised deals that never existed, charged fees that were promised to be waived, made to wait sometimes DAYS after their scheduled appointments for installation...I could go on forever. The people who work there and the mentality of the company is reprehensible. I spent 4 years being hit on by my supervisor; he asked me out constantly as his poor wife was at home taking care of his kids, told me how hot I was on a daily basis, etc. I finally got up the guts to talk to one of the head guys... they did NOTHING. I repeat, NOTHING. I even had emails sent to me by him being very inappropriate to prove it... after leaving Shaw I spoke with a lawyer to see what my options were and was told point blank that Shaw has had MANY former employees try to sue for various reasons, unfortunately as they are not "unionized" you are not protected from anything. I was also informed that my supervisor would have his legal counsel paid for by great ol' Shaw Communications while mine would be out of my own pocket, and it would be my burden to prove... needless to say I will never waste another dollar on this company, and recommend anyone else but them. Shaw should be ashamed of the way they treat employees and customers. I look back at their now 3 hour telephone wait times, continual break downs, and stressed out, bitter employees, and feel relieved that I don't waste my time at that office anymore! If the public had ANY idea of the way they are being ripped off and manipulated by this company, Shaw would be bankrupt!

I just purchased shaw direct satellite tv. There are a few things to beware of.. installation is not free like they tell u. ... they tell u there are no contracts .. Ha HA try and cancel service.. they want u to return all the equipment that u purchased with no refund... and on top of that they will charge u a early cancellation fee of $200 .

I have a shaw package(landline, cable tv, internet).
Purchased hd-pvr with expander along with full cable services.
Expander turned defective(lost ALL of my recorded programs, full seasons of shows and about 10 hd movies)
they came and replaced expander with new model(very noisy)
I later called to change my services(waited on phone for 1hr20mins, with no apologies when they picked up)
they arranged to come to my address to alter my services on a saturday from 2-4 pm(they did not show up and swore that because i"d been bumped saturday, that i would be guaranteed service on sunday between 2-4 pm.
No show on sunday but they called at 4:30. I missed the call and had to phone back
1 hr 25 mins later they picked up.(no apologies for wait or for the fact that I sacrificed an entire weekend waiting for them)
they could no longer transfer me to the proper call center as it was "after working hours"
I gave it a one day break to cool off, but here I am, currently on hold for 1hr 45 mins, not joking.
I'm desperately trying to cancel my services and will be stuck with a 300$ plus tax hdpvr +expander that is locked to shaw's services.
I just checked my bill and they are also trying to charge me double for the month of august.
Shaw has spit on my face several times over, don't let them spit on yours!
Shaw is AWFUL!
P.S internet live chat shaw support is completely unresponsive and now I've been on hold for 1hr 57 mins on my phone

Ok...my bill is already humiliating with Shaw. Now, 2 nights ago I tried to click on Bravo - nope - AMC - same thing. I WAS getting these channels with teir 3 - basic - before. (Currently pay for digital and HD - teir 3 is not an 'option' anymore) Nay Nay! I called, and was told that an additional 10.00 was required to recieve these 2 'fail-safe' channels - as in the ones I watch at night if there is nothing else on. Today, I tried CNBC and Spike - nope. I assume that this means an additional charge will be applied to get these as well. With the added bonus of having to call, wait, and ask the correct questions before I get any answers. Also, my HD Golf is gone, but I can get it without HD. Enough. I want to switch to something else. Since when does the reward for loyalty (read: Shaw's monopoly) include being screwed out of channels that used to be included?

i got a call from shaw, trying to get me to buy a digital box so i could recieve 5 more station the stations did not apeal to me so i declined and never thought much more about until one day i tried to watch channel 41
it was gone and what was in its place an ad from shaw saying if i wanted that station i would have to buy a digital box they have done that with our channel 30 also how very clever these people are im just guessing at this but at thier first attempt to sell us digital boxes did not go wel for them so some ### came up with a new plan to screw us im waiting now for the next statment to arrive to see if the amount is lower it better be or their gonaa find a raccoon in thier hen house, do these people read the paper or listen to the news america economy is circleing the drain, our economy is not far behind them and as a small business owner i watched my sales drop by 60% in three years the price of the new box is really not a lot i believe around three dollars a month per customer the bottom line for their corporate greed, im guessing big bucks i hope a lot of people go after them to voice their opinion and those of you that dont want make any trouble well you can stand there with the lamb at the slaughter house door and wait your turn

Was contacted by shaw try to get me to hook up some sort I'd digital box. The box would add I think 5 more stations. Which really sucked so I declined. And I think so did a lot of people. Shaws next move wAs to remove some of the more popular stations we already had and put them in thier new digital qbox trying to force us to buy this dam box. I wonder if my cable billis going to be lower now. I doubt it. Corporate greed strikes again. I feel like the lamb wAiting at the slaughter house door ! I reAlly hope others are pissed also A voice thier opinion to shaw as for me. I'm going to have them disconnect my cable They can go and f them selves.

I've been with Shaw for about 5 years. I have had nothing but problems. I've moved 3 times in 5 years within the same town and everytime I have moved they shut down my account, opened a new one and sent the old one to collections without my knowledge. Meanwhile im still paying and receiving services through them. Also anytime my hubby would call to change anything on the account they would assume he also wanted a new account opened and without his knowledge began a new account for him. One time we had 6 accounts open in our names and had no idea until our services were shut off and I had received collection letters for our "closed accounts". Well it took weeks and a million phone calls and lots of detective work on my part to clear it all up. Then 2 weeks later shaw comes and disconnects our services again! When called they tell me it was a mess up with the billing of my account and they will get a tech to my house In 10 days to turn it back on... 10 Days! Then the tech doesn't show up! I call again... Finally 2 days later my cable and internet is installed. Three days later i get a bill for 150.00 for 2 months of services and my cable/internet was turned off more than it was on! A week later... Get this, Shaw turned off the services again. The excuse this time? We think it was a mistake and the shut off notice was for one of our nieghbours perhaps. I was then told it would be another 10 days before anyone could come turn my services back on! Wow.. Wow. So i asked to speak to a supervisor ... Well called all day and spoke to 10 different employees and noone would transfer me or even tried to get one on the phone. I had to wait for someone to call me in 3 - 5 business days! When I finally had enough I asked to be switched to the cancellations department they were conviently closed. What a joke! Worst service ever! Nothing but problems. STAY AWAY

Shaw says you can have a seasonal cut-off for up to 8 months with no charges . They say they will reconnect for free.
I had a season cut-off and then they charged me $29 reconnection fee at the end of the cut-off time period.
Second year I had a seasonal cut-off for 6 months. In the 4th month I decided I didn't want satellite tv and call them to cut my service. The girl said They have to reconnect for one month then disconnect.
I said "so I have to pay for something I don't want" she said "yes". I said" does that sound right ". She said no but it's on the back of the bill.
So I had to pay $40 for nothing. Think of how much money Shaw makes off of people for nothing.

Two installers for shaw cable showed up at my elderly parents home. As one kept my mother busy the other ransacked the kitchen and master bedroom. he ended up stealing seven hundred and fifty dollars. The most agravating part is Shaw is treating my parents as the criminals telling them it is their own fault for having money in the house

TWICE... Shaw has promised to connect TV service for us to try. Each time they promise to give us six months free service and as soon as they connect it, the bills start coming and it is NOT a free trial. This time I have an email from them as I insisted on it.

Furthermore they promise to connect us to 180 of the leading US and Canada TV channels but in reality deliver only 27 channels.

When I spoke to the Customer Service agent today, he ridiculed me: "Why would we offer free service to anyone?" I said I do not know. Ask that from the crooks who call and offer it.

I STRONGLY recommend that you do not use their service. I have today disconnected even my high speed internet with them and I will move to use Telus instead.