Internet Services
Shaw Communications Inc.Headquarters
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Complaint Details
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Initial Complaint
07/01/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
**** keeps emailing about an overdue payment. This means they have my contact info but they won't send the bill to this email. Calling them is takes hours of time and chat is not able to pull up the billBusiness response
07/01/2025
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 youCustomer response
08/01/2025
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
07/01/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been unable to find a way to include an attachment from **** webmail on my cell phone. I just got off the phone with one of the agents who told me that you are no longer able to include attachments in an email. I asked her to please escalate my problem to someone that may have more knowledge of the issue. No matter what I said she told me to call back in a day or two. This is not the service I asked for. My new cell phone is a ******* *** Ultra if that makes any difference, which to me it shouldn't as I'm using a website. All I want is some instruction on how to do the attachment. Everything on the **** website, when you click a link to find a solution the page does not exist. Hopefully now you can see my problem!Business response
07/01/2025
Re: Better Business Bureau Case #********
We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB). We have currently reached out to the customer directly with our direct contact information and are waiting for their response.Initial Complaint
03/01/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
******* lacks to provide support for paying customers When calling support it automatically hangs up if they have too many people in the Queue Lack of accessible language knowledge Lack of empathy towards customers Lack of general knowledge Unjust practices and **** like tacticsBusiness response
11/01/2025
We have reached out to the customer in order to offer our support.Initial Complaint
16/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Im not liable for my collection with **************************, my account balance with **** is 0, **** has no legal right asking this debt collection company to collect a debt that does not exist, they are obligated to remove the incorrect information from my credit reportBusiness response
16/12/2024
Re: Better Business Bureau Case #********
We appreciate the time and effort you have taken to forward your concerns to the Better Business Bureau (BBB). We are currently investigating these concerns. The customer has been provided our direct contact information.Customer response
20/12/2024
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. I greatly appreciate your assistance and the prompt action taken to address the issue.
Sincerely,
****** ****Initial Complaint
03/12/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
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
07/12/2024
This customer submitted a CCTS case simultaneously, for the same subject matter, and their concerns have now been addressed.Initial Complaint
19/11/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
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
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
19/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
30/11/2024
We have been corresponding with the customer in an attempt to address their concerns.Initial Complaint
14/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
12/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have been a **** customer for over two years with internet and phone service. I cancelled my internet service and was told that the price of my phone line would double from $20 to $43 per month. The reason I was given for this was that I had been receiving a discount because my services were bundled. However, this was never shown on my monthly invoice, nor was it described in the original service agreement. I don't take issue with **** charging what it wants for phone service. But I do take issue with the rationale of a completely invisible bundling discount that was never explained to me, nor ever shown on an invoice, nor explained in the original service agreement.Business response
20/11/2024
We have corresponded with the customer and are working toward a resolution.Customer response
22/11/2024
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.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,
*********** *****Initial Complaint
12/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I contacted ****/****** to advise them that I would be moving to ************** from ******** at the end of August but I was going to move in with my sister until I found a place of my own which took a couple of months. At that time I asked to have my account put on hold which I was told would be $10.00 per month. About mid September I called to confirm that my account was on hold and I was told that I had to pay $200 to even discuss my account with the person that I contacted so I paid that and was told that the account would be put on hold for $10 a month anyways I called back when I was ready to get my cable hooked up again and at that time which was the beginning of October I was told that ****** did not service the ************** region so I went with another cable company and when I called ****** back to get the $200 back that I paid I was told oh no they do cover ************** and that I was under contract and I had to cancel my current cable and go back to ****** they had a satellite or something that would service this area. Im not prepared to do that now I dont trust ****** with what theyve done to me. Ive had nothing but a runaround all summer long last year it took me seven months to get back a payment that I had made to a wrong account and they could see it there, but they wouldnt transfer it and they told me they kept telling me I had to contact my bank when my bank told me they didnt do that either anyways bottom line is now theyre saying that there is an $80 credit on my account that they put towards my next bill which I dont owe them anything Ive already paid them $200 over what I should have. I did write a letter to the office of the president and Ive heard nothing back from them so Im not sure what to do now . Last person I spoke to on the phone, spoke with her supervisor regarding this matter, and when I asked for the supervisors name I was told the supervisor did not give permission for the agent to give me the supervisors name.Business response
18/11/2024
Provided our customer with our direct contact details and availability to discuss their concerns.
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Customer Complaints Summary
268 total complaints in the last 3 years.
100 complaints closed in the last 12 months.
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