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Shaw Customer Service

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Shaw customer service is ranked #428 out of the 538 companies that have a CustomerServiceScoreboard.com rating with an overall score of 26.91 out of a possible 200 based upon 717 ratings. This score rates Shaw customer service and customer support as Terrible.

NEGATIVE Comments

689 Negative Comments out of 717 Total Comments is 96.09%.

POSITIVE Comments

28 Positive Comments out of 717 Total Comments is 3.91%.

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Terrible Overall Customer Service Rating
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  • BUSINESS LINES!!
    Are you a business thinking of transfering to Shaw because of the cheaper lines??
    I've been a customer for two months..
    had at least two occasions where people would call our office and would not get a ring tone..
    On both occassions, they had NO IDEA why this happened. THEY DO not have a customer retention center and offered me $27. and change because I asked them to do so.. but in loosing one customer I lost over $130.. some compensation....
    DON"T SWITCH... they don't know what they are doing!

    Business 5/9/12 1:13PM
  • I contacted Shaw a month ago to have them disconnect their "service" on the 26th of April as I got a better deal with Telus. They said that they would send me a box to return the receiver and remote and then I would get a refund for my prepaid monthly bill. Well, I called them tonight to say I still had not received the box and was told that since my account was closed I had to get my own box and send it to GOD knows where.They said because my account was closed as of last week they couldn't help me. I guess they were hoping I forgot about the receiver and theycould keep my money!!!! Is this good business now in the 21st century!Shaw---never again!!!!!

    Anonymous 5/7/12 7:48PM
  • I want my Mountaincable back!! The service at Shaw is unbelievably bad - I have never in my life had such terrible service - God forbid you have a problem - You'd better have a good 2.5 hours to wait to get through to someone!! It is totally unacceptable. The service is so awful I am leaving and getting satellite. I would encourage everyone else to do the same (cost is the same by the way)

    Bubles 5/7/12 4:02AM
  • After 28 plus years Shaw now has a brilliant idea of removing my weather channel. This channel is need for importance! Stormwatch, blizzards and such. If "I" now want to view this channel I need to purchase a "BoX" Something useful, and you take it away from allot of people who depend on it.I think when You remove a channel that provides saftey info, and make ppl pay extra for it it's a real blow under the belt of the people who pay for the rest of the so called services you provide.

    Anonymous 5/6/12 5:14PM
  • LIED to by Shaw. A rep called me up ( I am an existing customer) wanted to upgrade me... I said no thanks... they had an amazing deal for me so I accepted it. It was not true and they will not honour their promise. LIARS and cheats and swindlers!

    vety unhappy 5/2/12 6:20PM
  • The following situation took place May 1st-2nd 2012. Had a simple one activation cable out let for the wall on a already new account. Family member listening to music by the front door. Shaw Cable Tech. left a notice that he was unable to get our attention. If he knocked then someone should have easily heard him. Music was playing so he would have seen that someone was home and last but not least. Are number is on the account so he could have contacted us by phone. I called Shaw cable waited 10 minutes before someone reached me and was told that the tech. missed us and we can make another appointment. I explained to the customer service operator that I took the day off for the tech to show up. She put me on hold for 20 mins. Customer care had gotten back to me and once again said tech missed you would you like to rebook. I replied with a no... She said she would talk to the tech. Approx. 10 minutes later from holding on the phone for the tech. My phone batteries died. I phoned back and asked for Shaw to reschedule. The lady on the phone said that there is a free spot for tomorrow between 8-10am or the following Thursday. I asked her to make the appointment for tomorrow. She said ok no problem. I took the following day off as well. I waited all morning. No one showed up. I phoned Shaw cable and after a 45 min wait on the phone after asking why no one showed up. I was told by the customer care that I was booked for the following Wednesday. Two days off, money out of my pocket and really frustrated. I rebooked again for 6-8pm tomorrow. As far as I see it. I'm stressed, money out of my pocket and feel as though the employee’s involved have no fear of reprimand. I have always recommended Shaw cable to everyone I’ve known as opposed to Rogers or TELUS… Right now I seriously doubt that I’m going to be doing that again.

    Anonymous 5/2/12 11:10AM
  • (After waiting on the phone for 25 minutes)
    Me: Hello my cable box isn't working. Everytime we turn on the TV the cable box randomly turns off thus making TV almost impossible to watch.

    Shaw: Okay I'll get someone in the look at the box. How does May 18th work?

    Me: MAY 18th are you kidding me!

    Shaw: No ma'am

    Me: So I am paying to guys even though I won't be able to use the box/channels for almost 3 weeks

    Shaw: Yes ma'am that is correct.

    Me: This is outrageous.

    Shaw: I am sorry but it's either May 18th or never

    WHAT HORRIBLE CUSTOMER SERVICE!! SHAW NEEDS TO GET THEIR ACT TOGETHER! WAITING ALMOST 3 WEEKS TO GET SOMEONE IN TO LOOK AT THE BOX IS NOT ACCEPTABLE!

    Frustrated 5/2/12 10:01AM
  • absolutley the worst customer service I HAVE EVER seen! called at 6:30, finally ended the call at 9:10 p.m.! issues with billing and getting a better rate....
    a total waste of time, looking for other providers as i write!
    three hours? what crap!

    dexter 4/30/12 8:26PM
  • I was waiting for a customer service rep for almost 20 minutes after I had already put in for a call back!
    That's really inconvenient, and a waste of my time.

    Anonymous 4/30/12 8:09PM
  • Shaw cable is the worst service provider I have ever used. They take more than hours to answer a phone call.

    Ritu 4/25/12 12:01PM
  • Shaw cable is the worst internet and phone provider I have ever had. Calling a company once a week to hold for 45 min so they can't fix any problems is ridiculous.

    Hei 4/22/12 1:46PM
  • currently been on hold for ten minutes, unacceptable customer service. At my job, if I have someone on hold for more than 30 seconds I will be written up. This customer service is none existent at Shaw. I am now going to hang up and buy internet service from someone else.
    Also finding the contact number to call on the webiste was hard enough.

    First principle in a sale is being timely.

    gibbon 4/21/12 11:24AM
  • Customer Service and quality continue to go downhill while the prices keep going up. Already cancelled my internet and telephone this week and I'm now considering dropping the cable service.

    Mytheras 4/20/12 10:59AM
  • The issue is with getting through to customer service. Once connected with an agent everything went very well, the 15 minute wait on my cell phone costs me $0.35 per minute. I realize it's my cost to bear but with many people getting rid of home phones I am certain that there are many who are sick of extended wait times. Time is money, hire more staff to take care of your customers please. Your profit margins are high enough to afford this I am certain.

    Animus 4/18/12 3:02PM
  • Worst company in the universe! I have a lot of important data, concerning my job in my hotmail. I can't even finish reading a single document without the internet cutting off. They lied to me countless times, bring stupid technicians who did not resolve the problem. Also DRILLED a hole in my wall without my permission. They technician skills were TERRIBLE and they didn't speak proper English! The people in SHAW should be hanged by their toes and slapped across the face. I have 2 warning from my boss, threatening to fire me, due to shaw's incompetent employes and service. I'm extremely angry...

    Anon 4/17/12 11:51PM
  • I think Shaw is one of the worst companies in Canada. Don't give me a teaser rate. Give me a contract price just like all the other cell phone companies do. They are so sneaky when raising their rates. Every 6 months or so, they will add a few dollars to the amount. 80 percent of the people never even bother to read the miniscule print on the right hand bottom of their bill. In Winnipeg, they know they have us. MTS is our only option. And the high speed internet does not compare. So Shaw decides to increase my broadband 50 from 59 to 70 bucks a month overnight. A 20 percent increase just like that. Gas companies can't do this. Hydro neither. Is internet an essential service? You might argue that one for sure.

    potroaster 4/10/12 10:36PM
  • I am just sick of dealing with Shaw customer service. They LIE!! everytime! and when you realized that you got cheated and called them again, they make you feel like you misunderstood.
    They have to stop training the employees to trick the customers. It is NOT the way they should do business. What a shame!!

    Lupita 4/8/12 10:17PM
  • No internet connection at 1.00pm Start calling at 6.00. No call back feature available at technical service. Try another dept, call back is available and I get totalk to somebody at 9.30pm. Not able to solve the problem, puts me on hold and disappear. Keep calling. At 10.30 able again to talk to a lady. Yell like crazy to be contacted by a supervisor. At 11.30 talk to a supervisor, promises to send a "special team" the day after. The morning after nobody shows up or cal. 3 more hours on the phone. The guy I talk to says there is no "special team", according to him the supervisor should not have said such bulls..... He says I am booked for a technician 2 days later. I am dealing with an offer, I need internet like hell, after half an hour discussion I obtain to be called back. At 3.00pm finally a technician shows up and solves the problem.
    I have been Shaw's client for almost 15 years. I don't agree with most of the comments here. Customers service agents and field technicians are pretty good, nice and expert. What is terrible is the management. Why is not the call back feature always on. Why is not possible to leave a message and been called back according to the priority of the problem? Why do we have stay on the phone for hours listening to those stupid messages and advertising? We all should switch to another provider motivating the decision to this absurd way to manage calls.

    Catone 4/4/12 11:39PM
  • I am missing some channels on my TV and first tried live chat to resolve the issue. No response after 1.5 hours so I called and was informed (by recording) that the wait time would be over 2 hours. Unacceptable.

    WD 4/2/12 9:32PM
  • Today (April 2, 2012) I called Shaw Corporation three times to speak with customer service and wasted over three. The first time after waiting for a call back for an hour, the agent hanged up the line. I called again, had to wait another 30-40 minutes then another agent put me on hold for over 50 minuets!!!!! The third time after waiting 1:30 minutes for a call back another agent representing Shaw Corporation just hanged up the line on me after dragging me into conversation about labour wages, underpaid workers, other companies poor service and so on. Telling me that she is "protecting her job" and trying to make me feel. Then when I asked the agent to listen to the reason of my call she hanged up the line –

    I am still shocked!!!! This is the WORST customer service I have ever encountered in my life!!!!!!!!

    Vaden 4/2/12 1:48PM
  • OMG what happened to Shaw and their support. I've always been in the habit of promoting Shaw to everyone. Working in the IT industry I get to do that a lot. Unfortunately I now find myself considering something I never thought I would....I'm wondering what Telus is offering these days.

    I say this after dealing with Shaw support over the past few months and finding the wait times to be ridiculous. Today, I've now scheduled a 4th call back with each previous call to taking 38 minutes to an hour or more to return.
    1) Waited an hour. After getting the call and talking to the rep I got put on hold. Soon after they dropped the call. Since they had my contact info I figured they'd call me back right away...nope. I called in and scheduled another callback.
    2) Waited another hour or so. Talked to the rep and asked for an Internet speed increase. It didn't seem to take effect so they put me over to their tech support. Then tech support couldn't do anything either and as a result of getting me to reboot their modem I lost Internet altogether. Fortunately I can tether to 3G as a backup. Anyway, their solution is to send a tech out in 3 days to check it out. Unacceptable, as it's definitely something they did on their end. I scheduled another call.
    3) 38 minute wait time. Again got put on hold after confirming all my info and explaining the problem. They dropped the call...again...really. Did they call back....no, of course not, that would be sensible.
    4) Scheduled another call back. This is a joke, not funny though.

    Anonymous 4/1/12 4:54PM
  • Since bundling my services fall 2011 have been very frustrated. Did not port my number as promised. Had to followup several weeks later. When all my services went out took three phone calls with ridiculous waiting times to get someone out for service. The first person did not place the call, when I called back waited over an hour for service only to be told the other person should not have promised next day and they would "try" to have someone out in a few days. I was 3 days with no phone, tv or internet. Finally lost it with them an escalated to a supervisor who did get me service the next day. My biggest complaint is you can absolutely never get anyone on the phone, chat or any other convenient way their website advertising if you need help. The only time they answer a call in any semblance of decent waiting time is when you hit the option for additional service. Then they seem to be able to help you. After you are a customer, good luck, it is an exercise in frustration.

    Anonymous 4/1/12 2:07PM
  • There is no doubt now...shaw is the worst company in Canada...they are so terrible because they are a monopoly and therefore do not care about customers. Their phone waiting times are longer than the government's and their CSR's are completely clueless and rude. Every time you call you get a different answer. If you ask why, you are told that this is the correct answer and the person you talked before was incorrect. Basically they have as many rules as people in customer service.
    Be aware and stay away from them at all costs if you can, and have options like sattelite or another cable company!!!

    shaw is terrible 3/31/12 6:22PM
  • I have to agree with all the frustrated people in here - Shaw Cable should be audited for its billing and manipulative processes.

    The scam?

    When you phone to cancel your service - they will sweet talk you about a 'new' promotion that will save you $70 a month.

    They will lead you to believe that this cost is in perpetuity.

    Six months down the road, your bill will increase by $125 or more $$$.

    You may not receive any bills during that time (I am told it might go into my spam folder or sometimes emails fail to reach...)

    Finally you receive the bill - wow - you owe $500+

    You phone to cancel - and are passed around from department to department. Everyone acting dumb...

    By the time you reach a solution and ask for the cancellation - they add 10 more days cancellation time ($$$ and all the while they keep charging you)

    Force you to return their equipment to a list of 10-12 locations at your cost. And don't forget $$$ keeps on rolling.

    Very unfriendly, annoying, smart mouthed employees - who basically try to find ways to discredit your concerns.

    Horrible IMHO.

    Shaw cable sucks 3/29/12 3:57PM
  • The worst company I have ever dealt with. Wait on hold for hrs only to speak to a rude, unknowledgable customer service rep. My shaw on demand would not work and all I got was useless answers. I've spoken to them many times and they are absolutely the rudest co. I have dealt with. The only reason I can think they get away with this is that they think people have no options .A list of this site's comments should be sent to the owner.

    Anonymous 3/28/12 1:38PM
  • Shaw customer service is terrible! They screwed up my account yet again!

    And what the hell happened to their Channel, The Daily in Victoria? It used to suck, then it got really good. Me & my wife watched the show every night and now it sucks again. What the hell?

    This company has no clue!

    terri 3/27/12 11:24AM
  • I am very upset with Shaw and have switched providers. Losing Inet connection in the middle of bank transmissions, inability to get connected many times for long periods of time. The worst is the holding for "days" to speak to someone, getting someone who cannot help, they answer the phone after me waiting and then put me back on hold for "days" again. What is with that.
    Not Happy

    Anonymous 3/26/12 12:04PM
  • Customer Service Rep. John Kovacs did not return any of my phone calls concerning the
    four hours I spent at home waiting for the
    installer, who never showed. (John Kovacs made the appointment) The second attempt kept me at home for another five hours and had I not kept calling and complaining they would have rebooked the
    appointment again. Very, very, poor !
    Victoria, B.C.

    Hummer 3/26/12 11:30AM
  • It is now 5 weeks & counting from the time the shaw tech supposedly attended to "port" our home phone over to shaw. the number of excuses from shaw customer service are too numerous to detail. we have missed countless numbers of phone calls because the only phones that can dial into our home are other users with shaw phones. I have been "guaranteed" complete phone service by Mar 28. That will be great because at that time I will be transferring all my shaw services over to another carrier. Have been with shaw for cable service since the 1980's

    Anonymous 3/26/12 8:25AM
  • The customer service representives where polite, but Shaw messed up:-
    1. over billed us
    2. did not change over the phone service correctly so we where double billed
    3. due to their mistakes our "in" phone service was cut of for 5 days, I work from home and have an ill parent, phone service is rather important
    4. to date (and I'm not done) have spent 5 hrs and 36 min on hold

    Anonymous 3/24/12 7:41PM
  • your customer service is terrible my phone hasn't worked for over 24 hrs and i can't get the answers i need as to why it doesn't work . i can't phone for help brecause i have no phone your online support is useless

    Anonymous 3/23/12 10:36AM
  • Was forced to purchase Shaw direct in advance. the installer came next day, never even tried. Claimed he been to this address years ago and wont get signal, I called them up they said I would get a refund within a few hours, a day later nothing. I called again and the second rep said first rep lied to me it takes 5 days. Day 6 is here and still no refund. This is the first time I have ever been ripped off in my entire life.
    DO NOT FALL FOR THEIR SCAMS.
    Any legit business can refund you within seconds at this point I'm afraid I will never see the large sum of money I had to pay for a product I did not receive.

    NovaScotiablues 3/20/12 11:13PM
  • I had asked to port or switch my home phone to Shaw from Telus. I am already a Shaw cable subscriber and I was promised that they could switch my current phone line to Shaw without any hassle. I spoke with Shaw on Dec 6 2011 and set up an appointment for Jan 16. The Shaw installer showed up and left without installing the service. I had to call back and scheduled another appoint for January 30th. I was told by the installer that the work was done. A week later I discovered that my phone line was Telus. I called to complaint about this, and was told that this would be resolved in 24 - 48 hours.

    Since then I have called several times and besides being given the usual run around and being hung up on by an extremely rude customer service agent, I haven’t had any success resolving this issue.

    Meanwhile as this has dragged on for three months I am continuing to be billed by Telus for $53.59/month. The whole point of this exercise was to save money by switching and bundling the services.

    I am now also being billed by Shaw for $9.95/month plus GST for a phone line that they have yet to provide! This is fraud.

    I was told by Shaw that this was a Telus issue for not porting the phone over. Its interesting to note that Telus had accused Shaw of the same tactics in delaying the transfer of customers to OPTIK TV.

    I can understand if this process takes a week but three months is completely unacceptable.

    I want a refund of the three months of payments and the fraudulent charge of services provided by Shaw that have yet to happen!

    Besides being unbelievably poor service, billing customers for services not provided is fraudulent under any law!

    abcd 3/18/12 10:16PM
  • Worst company to deal with EVER for internet, cable and home phone. I have been phoning and trying to get problems solved with my account (again!) just to be patronized and have none of the problems solved by the end of my call. Finally, I decided to demand a supervisor, after arguing with the worker for 20 minutes about transferring me to someone who can help actually solve my problems, she told me a supervisor will call me back within 24 hours. It has been 2 weeks and no phone call...this is not the first time I have dealt with this, so I will be looking for another company to deal with.

    Anonymous 3/16/12 2:37PM
  • Probably the worst customer service I have come across. Almost impossible to get hold of anyone, and they leave it up to you to try figure out there plans. No customer loyalty.

    Dissatisfied 3/16/12 2:29PM
  • This is the most rediculous company I have had to deal with. I'm from the States and I have talked with some of the telephone operators they have and they only know a minimal amount of anything. They are the most uneducated employees I have dealt with. Don't go shaw because the technology that goes behind their systems are from the 80's and 90's!! The channels they have in Canada are like going back in time and watching old canadian TV. I think the people of Canada are not more educated than Americans and the programming they watch proves it.

    Tom 3/16/12 9:54AM
  • You call the number and go through the number maze then it tells you to phone another number for business and hangs up instead of asking to repeat the number. "0" just repeats the message. Suppose I don't remember what phone I put it under?

    HOW ABOUT A PERSON

    It took me 35 minutes to find the business customer service phone online... why are you hiding?

    Anonymous 3/13/12 6:12PM
  • This is unbelievable. We moved into our new house on February 25th,2012. We had the Shaw guy out that day to hook us up, when he got there we were waiting for the modem and PVR to come off the truck, it was 5 minutes, I didn't know the following but this is what was told to my wife by the tech, he didn't want to wait so he called in "new equipment", when the original got to him minutes later my wife asked him if he was gonna call it in and cancel that order he said "no, he didn't want to be embarrassed". I f I myself would have heard that, this guy would have been picked up and thrown out of the house, because he had the nerve to sit and chat with another buddy of his while installing. When our bill came it showed new equipment installed, we had it reversed, but Shaw was told that they are lucky this tech wasn't punched in the mouth. Typical ignorant shaw.

    Anonymous 3/8/12 11:46PM
  • Once again unable to sign into webmail account on shaw. Time out, Bad Gateway. This happens at least 5 times a month. Can't get through to support and when you do THEY DON'T EVEN KNOW THEIR SERVER IS DOWN, I CALL TO TELL THEM.
    SHAW IS TERRIBLE, SUGGEST NOT TO SIGN UP.

    Kitty200

    kitty200 3/8/12 9:28AM
  • This thing is a junk. The display is s tep down from what it was and you can't even log in half the time. Eventually it times out. Good luck reaching them by phone or online for help... they don't answer and do not return calls and that stupid "Amy" online help is a joke! Somehow, the subscription price goes up another 5% every 6 months???

    AppleFan 3/7/12 3:26PM
  • This is getting me very angry. We received a call from a lady offering us a promo of $49.95 for T.V. Phone and Internet if we switched everything from Telus to Shaw which we thought was an awsome deal so of course we switched. When the service man came to install the internet line he couldn't get our email to work so he said he would call us the next day or have someone call us to fix it. NOBODY CALLED. I waited a couple of days and called them (you all know how frustrating that is) and the problem was fixed through the office. The following month I saw $122.72 was taken from our bank account from Shaw. What happened to the $49.95? The bill came after the money was taken. So... back on the phone and I finally got ahold of someone last Wednesday and she told me the person that we originally spoke to about the promo would call the next day. It is now Tuesday of the following week. NOBODY HAS CALLED. So I tried to call them AGAIN and the waiting time was 1 hour and 40 min. with no Call Back Option. I'VE HAD IT!!!
    SHAW YOU BETTER GET YOUR ACT TOGETHER OR YOU WON'T HAVE ANY CUSTOMERS....

    Ogopogo 3/6/12 2:21PM
  • been trying off & on numerous times over past couple of weeks to speak to Shaw about TV and mail questions. always on hold for a long time. the callback service didn't happen. no one comes on their on-line chat after waiting for a long time, maybe there is no one there? i noticed out of the approx. 98% beefs (that I read) only a couple people said they liked Shaw. One even mentioned about the Customer Retention experience. my "customer retention" experience a month ago was that they couldn't do anything for me (10+ year customer). seems to be a lot of unhappy Shaw customers out there, but their fearless leaders seem to be clueless. they probably prefer to spend huge $ paying some high priced irritating survey company to call you and I up to find out what we like or don't like... go figure. Looking at Telus hard now, but geez, we need more competition, not just two clown corporations to pick from.

    not happy 3/5/12 11:24PM
  • Our issue was a dead port in one of our Shaw boxes and after spending 2 hours the previous night figuring this out Shaw felt the need to have me go over the whole process again. They did not listen to what I had to say and were quite rude and disrespectful when I tried to let them know I had already been through this process. On top of that they were very hard to reach and my problem remained unresolved until I physically went down there and brought my issue up. Very disappointed in this service.

    Anonymous 3/4/12 3:09PM
  • We are complaining about the sporatic and unreliable service in our area in the past week. We live at 757 Bentridge Rd. Coombs B.C. I pay our bill on time, I expect to have reliable service as I don't see a reduction on the bill for these problems. Thank you . Edward Rumming.

    Anonymous 3/3/12 1:27PM
  • called shaw about some problems i was having with my tv channels spoke to a lady who did not have a clue what i was on about i knew more than her then she put me through to some one else who said he was not even in bc maybe he was not even in canada india i think i asked him he said he could not tell me instead of listening to me said he could do nothing to help me would i like to add more channels what a piss take then i said im thinking of going with someone else i thought at least he would ask me if he could do anything for me to stay with shaw but no he cut me off while i was speaking and said i will cancel shaw right now for you good customer service hey so angry if he was infront of me i would have ripped hes head off i know the blame lies not with him but the people higher up if they dont care why should the people you speak to come on shaw sort it out iv lived in a few countrys and your the worst company iv dealt with nothing to be proud of you have to get rid of the people high up because the blame is with them give me a job and a team and were sort this out remember shaw a great saying the customer always comes first thats lesson number one. P.S. wonder if i even get a reply keep you posted people hope they dont send a hit team to take me out lol

    jd 3/2/12 6:30PM
  • Bullies in jackboots. I pay $120/month for a business line. When I moved they wanted me to unscrew equipment and return it. All of this was revealed AFTER leaving the premise. Poor information, NO service. Who's ever heard of making the customer dismantle THEIR equipment and schlep it to gawdknowswhere. HORRID HORRID company.

    Moll Christo 3/2/12 3:54PM
  • THey called me back only to transfer me to another line where I have been on hold for 2 hours. I do not know why a business would choose to use SHAW with bad customer service that only seems to be getting worse.

    SHAW H8er 3/2/12 11:39AM
  • Rude and poorly trained customer service. I don't think I've ever been so frustrated in all my life talking to these people. When it was Star Choice the folks were great!

    Anonymous 3/1/12 9:19AM
  • Called SHAW to cancel PHONE, they want to charge me $29 for them to pick up equipment.
    They didn't charge to pick up MODEM for Internet, nor the cable box when I cancelled Cable.

    They Suck!! --- do another line of coke, Jim,!!! u BLOW!!!

    calgary_ray 2/29/12 4:55PM
  • I phoned Shaw about my Bill, and the amount I owe, deciding to make cuts here and there so to lower the bill. Waited 40 minutes, after I had a 5 minute conversation with the girl on the phone, the phone went dead. I got hung up on. Wow great customer service, it seems Shaw is too big for itself at this point. Cable monopoly companies with no customer service. Or disrespect for those who pay for their services.

    Anonymous 2/28/12 6:58PM
  • We cancelled our service in NOvember after years of poor service. Brought the Digital Box bax and paid the remaining amount and hadn't heard from them in 2 months.
    Today I got a bill for $764 and a please pay this amount to avoid disconnection note. I am awaiting my call back from them now.

    Anonymous 2/27/12 6:06PM
  • I am a business customer paying for "extreme" 25Mbps internet service. When my staff complained that it was slow the Shaw speed test showed that we were receiving 5Mbps. When I tried to contact "support" there is NO online chat capability for business (I was told this after waiting in a chat queue for 5 minutes) and I gave up on the telephone support after being on hold for 25 minutes.

    The worst part is that we use Cisco's VOIP telephone system and it was impacted the most!

    Anonymous 2/27/12 2:05PM
  • 23 minutes on hold to get a surly argumentative agent who did nothing to investigate our ongoing Internet connectivity issue. He looked up the modem history and said it was out once for "just a minute" or so. I told him it was two occasions, and gave him the dates and times. He all but called me a liar. He also said that it going out twice in a week for an hour or so wasn't unusual or concerning to Shaw. Overall a very rude and incompetent response.

    Davieguy 2/26/12 10:22PM
  • Shaw the worst - absolute worst - customer service ever. You wait on the phone for hours - literally - and still never get to speak to anyone!!! and - even you have been a loyal customer for years - your services are shut down if you are overdue on one account for a few days. Even technical support is a 1 1/2 hour wait. They are absolutely terrible!!!!

    CalgaryMom 2/25/12 11:13AM
  • Horrible customer service.
    Nothing but excuses from Shaw staff and very few useful answers. THe arrogance of this company is disgusting.

    Anonymous 2/18/12 1:13PM
  • I RECEIVED A PAMPHLET AND TALKED TO A SALES REP. AT THE LONDON hOME SHOW 2012.IT ALL SOUNDED GREAT UNTIL IT WAS INSTALLED.MY WIFE HAS CALLED 4 TIMES& GOT ALL KINDS OF EXCUSES AS TO WHY WE DO NOT GET THE MOVIE CHANNELS AS PROMISED BY THE SALES REP.JIM LUSH.STILL FIGHTING ,STILL NO MOVIE CHANNELS.
    IF YOU WANT TO SIGN UP WITH SHAW DIRECT-TAKE A LAWYER WITH YOU.I WILL SOON BE TELLING THEM TO RIP IT OUT OF MY HOUSE.

    BAS 2/10/12 11:03AM
  • I am a long time Shaw customer. Up until last week I have been paying $138 per month for High-speed Internet (7.5 Mbps), Shaw TV (equal to the ‘Medium bundle’) and Basic Shaw Phone. For less than this I could have been receiving the “Large Bundle” with High-speed Internet (20 Mbps), Shaw TV (Choice Pack) and Basic Shaw Phone. My Shaw bill does show clearly what I am getting. All it says is Digital Classic, High-speed Internet and Home Phone Basic.

    This is not a customer service problem. I put the blame squarely on the shoulder’s of Shaw management. I am convinced that they are being purposely deceptive in both their billing and in their advertising.

    Consider this. My bill includes a $20 discount shown under an item called Triple Play Discount. Last week when I called Shaw the representative explained to me that this deduction was offered because the new bundle plan was cheaper. But get a load of this. My bill without the deduction would have been $158.

    Is it no wonder that our communications companies continue to make huge amounts of money. Even there they are being deceptive. They moan louldly about how they are losing money on their old programs while all along they are raking in huge profits from their new services.

    Bill 2/9/12 5:30PM
  • I contacted Shaw about my VOD error on the remote when pushing B or going to Vod and getting a error 33319 and contact number so I did call they ended up not being abale to rest my cable box and I ended up loosing all my channels completely, I requested over and over again about a connection problem between there outside box to my house, its not the first time this occured, and all they say is my cable box is nto working, to buy a new one, I than requested a appointment for them to come out and it was going to be 9 days later, I said forget it, I will call in the morning to cancel my cable, They said great do what you want to do, I than ended up getting my service back,following morning, Thsi is the type of service or lack of they want to provide, I find there isnt any point in complaining about such conduct, because it always falls on deaf ears, They clearly dont give a damn about there customers, I dont give a crap about them either, In closing if you have a chance to choose another provider I would, This isnt being done out of spite or I wont get personal I will stick to the facts.

    ticked off 2/7/12 9:54PM
  • The worst customer service in the world! Do not deal with these clowns!

    who hates shaw? 2/7/12 12:17AM
  • Very rude people. The installer came into our home, knocked over things, snooped around.
    The customer service is horrible. DONT SWITCH! STICK WITH TELUS! at least they treat customers with respect. Do not fall for the shaw gimmicks they will promise u everything just so u switch and then will renege and treat u with disrespect!

    I hate Shaw 2/7/12 12:15AM
  • Long time Shaw users. We've just 'upgraded' our T.V.'s to HD. My wife called to negotiate a deal. She was put through to customer retention. She told them we were considering Telus. The deal Shaw offered lowered our monthly bill by $50 dollars, that included many HD channels, as well as phone and internet. Nice.
    Shaw cable guy set us up nicely, but forgot to leave the PVR manual. Waited on the phone for 2 minutes, then customer service answered all questions in a friendly manner, and is mailing me the Manual.
    The whole experience has left us very pleasantly surprised.

    Philip G 2/3/12 3:17PM
  • Shaw Cable is a nightmare. We have had consistent problems since we signed up two years ago. Unfortunately, there are virtually no other choices for cable TV in Vancouver BC and we are thus stuck with Shaw as our cable provider. Our box has gone out several times. Before Christmas, our cable service went out. We were unable to get any channels. We called several times only to be put on hold for literally hours. On Dec 28, we finally got through and scheduled an service appointment. The earliest appointment was Jan 12th!! We were told to be home on that date during a 4 hr period. I waited. No one came. I called again. Again, I had to hold for two hours. I rescheduled for a service appointment. Again, I waited at home, during the designated four hour period and no one came. Finally, I physically went into the Shaw office because I was having no luck on the phone, on line, or with anyone from Shaw showing up for the appointments when they said they would. We rescheduled the appointment for several days later. The repair person arrived 2 hours after the 4 hour period ended, and thus I wasn't home. The next day, a Shaw service person came to my house. His work order said I was having problems with my phone and internet. Funny, because I don't even have phone/internet...only cable. (Nor will I ever get phone/internet from Shaw based on this nightmare experience!). Since he didn't have the proper equipment to fix it, I had to again, physically go to Shaw, pick up a new hard drive and install it myself. It didn't work. It was never properly activated (even though he told me that it was). I went in again and was greeted by Robert Bounds, Shaw Sales person. He gave me a new cable box, his personal cell number, and said that this would solve all of my problems and that if it didn't, I should call him on his personal cell phone. Well, I hooked it up, exactly as instructed and it didn't work. I tried to call Mr. Bounds. He didn't answer, nor did he ever call me back. After troubleshooting myself and then and having to call Shaw again (this time waited for "only" 20 minutes) I was able to get connected. I was out of service for over a month. And yesterday, I just got a bill for $200 because they said I never returned my equipment. WTF Shaw!?! Can you seriously call yourself a professional company? i have NEVER experienced such horrible service in all of my 43 years. I have serious stress from having to deal with your company and i am REALLY sick of you trying to sell me your other products. If you can't take care of your current customers, you shouldn't try to be getting new ones. I will be filing complaints with the better business bureau and I will NEVER recommend your company to anyone. Also, I think it is not fair that you make us sign an agreement that says that what we say on this comment board belongs to you and you have the right to modify it at your discretion. But, I am not surprised that that is how you operate.

    Most unhappy Shaw customer ever! 1/31/12 11:20AM
  • After paying for Unlimited 250 plan for a month and a half and not receiving the advertised speeds:

    ShawCS: (14:50:19):
    Just double checked for you.
    ShawCS: (14:50:31):
    250 not available in oyur area yet.

    JR (14:50:55):
    why did they call me with it then, and why am i getting 200+ mbit down?
    JR (14:51:11):
    and why does the website list all of the city as being available.

    ShawCS: (14:51:37):
    As far as your area goes and what limits you have.
    ShawCS: (14:51:47):
    The account says 100Mbps max
    ShawCS: (14:51:54):
    and 5Mbps upload max.

    JR: (14:52:10):
    i dont understand. thats what my account says?
    ShawCS: (14:52:18):
    I do have a list of areas that are 250 ready.
    ShawCS: (14:52:33):
    What your area can support or be provisioned for.

    JR: (14:52:50):
    how is it showing unlimited 250 on the bill when the account info says something different

    ShawCS: (14:53:14):
    the codes are correct for billing.
    ShawCS: (14:53:29):
    But the actual speed you're getting is not the 250 service.

    JR: (14:53:53):
    so there is really no way for a customer to tell when they sign on the the service that they are going to recieve the old speed, and nobody ever tells them!
    JR: (14:54:04):
    that my friend, is breech of contract :(

    ShawCS: (14:54:21):
    This speed is brand new.
    ShawCS: (14:54:42):
    ANd this is a mistake from the last rep that provided wrong information.
    ShawCS: (14:55:00):
    Unfortunately this does happen because the upgrades are still being done from area to area.

    12 Year Customer 1/30/12 11:32AM
  • Shaw gateway sucks. Got it install on Jan 24/11 and have phoned shaw with problems everyday. If you edit your channel list, it will show blank pages of guide where there should be channels. Reconding sucks, if you do a series recording and add a time slot, it still records every time and channel. If you press to record a future item, nothing happens and it doesn't show on the guide. If you do it again it says already scheduled to record but still doesn't show anything. If you chech your pvr scheduled recordings, nothing is there.... These are just a few problems, there are much much more.... Save your money, it a waist of time, stay away....

    Keno-man 1/27/12 9:19AM
  • I was with shaw for past 4 years. Recently I moved when the problems started. When TV works Internet will not work. They sent tech 2 times (with 3 weeks wait in between) who could not fix it. Also waiting time to reach useless customer service on phone is minimum 2 hours. Fedup with extremely bad service from Shaw I swiched to Telus.

    Even after switching I had to wait in a line at shaw office for 2 hours to return the device. As their wait time on phone was 2 hours I was not that surprised with the 2 hour line up at their office.

    Anonymous 1/25/12 12:13PM
  • I have been calling Shaw since October with cable and internet issues. I've always had to spend two hours on hold which is not acceptable for obvious reasons. I have been a long time customer since 2005. I finally got through this morning and the tech informed me that my email was fine (not receiving or able to send at all)
    I then told the rep I was fed up and going to cancel my service to which his reply was "ok that's your choice" Nice way to keep customers!!!!
    I have been told that a supervisor will contact me in 24 to 48 hours. Not likely. Rogers here I come!

    Anonymous 1/25/12 7:51AM
  • I have been waiting yesterday close to 40 minutes to talk to a representative over the phone. After my wait, I finally had a very rude young female representative at 5.40pm who did definitely not know what she was talking about as she did tell me that my package I had then on that day: DIGITAL TV & MOVIES ...is a basic package and that I cannot remove the Movie channel: 60 61 62 63 out of the package. I knew it was not true and I told her that she might be wrong. She then said that I am wrong and that she knows better than me??? At what I asked her to please check the details of the channels I do have ...to wish she answered:" I just have basic TV channels" instead of checking the exact list of the channels I had. As she never did introduce herself when we started the conversation and was very unfriendly and not helping me at all, I asked her what her name and ID was to which she said "It's none of my business: and did hang up on me!

    Jean 1/24/12 4:24PM
  • Called to get a leafs isles game that was blacked out in ont. on centre ice, Shaw rep Maria was so busy telling me she has no control on blackouts that she kept missing the fact I wanted to buy the leafs channel for a month to get this singe game. Sad...service..sad..amount of tel wait time.just sad

    isles fan 1/23/12 6:44AM
  • My recent experience (calling to cancel Shaw service) was an ordeal. NOTE: if you are calling for any reason, make sure to keep notes and get the ID numbers and names of the people serving you.
    After the long obligatory hold wait time, I clearly stated that I was canceling services after comparing with Telus (far from perfect, but still an improvement from Shaw). I have been a Shaw customer for many years. My representative "Craig" informed me how wrong I was and turned up the pressure in an attempt to scare me into retaining the existing plan. After enduring this, I was told that the system for cancellation was "down". Who knows, it might genuinely be overheated. At any rate, the promised cancellation and call to confirm didn't happen. Had to repeat the entire procedure again the next day with a better representative, hopefully it worked this time. There is no way of even checking what services you are signed up for on the Shaw website except for checking the issued bills (too late to correct anything you don't like by that time).
    Shaw is now sending door-to-door canvassers around (what a terrible job that must be). It's a sign that the word is getting around about how bad their service is.

    Anonymous 1/22/12 9:57PM
  • They called me - I was in the backyard - I called them back immediately - so far I have been on hold for an hour

    Anonymous 1/22/12 6:45PM
  • The absolute worst customer service I have ever had. The two reps I dealt with, Jesse and Jordan, were rude, ignorant, and obnoxious. After my phone experiences I immediately called Telus and switched my phone and TV service. Also, the reps gave me inaccurate information. For example, I was told that I would have to pay for 30 days of non-service because a technician couldn't get to my neighbourhood before then to flip a switch?!!! Bizarre, inaccurate, and disappointing...

    Veronica 1/22/12 4:48PM
  • Horrible customer service. Called 6 times since october of 2011, to have a modem delivered to make use of the "Broadband 50" service i ordered.

    Each time a different rep, gives a different excuse, as to why the person before didn't do something right to ship the modem.

    Now they're telling me it's out of stock.

    GIVE ME A BREAK!

    exxon 1/21/12 4:06PM
  • I have never been spoken to so rudely than by a Shaw Telephone representative. I called 611 for a number which was given to me whebn I phoned that number there was a problem with it this happened twice. I then called the Operator to find out what could be the matter and I was told that it was not her business and hung up on me. I think this speaks very poorly of your company and espically the telephone operator who is the first in line to accept complaints etc., I pay for this service? Your attemtopm to tjhismatter would be greatly appreciated. Just as an aside I get all three TV phone and internet through you If tghis is this is the service I get I think I might look elswhere. Rudness should not be tolerated when you are dealing with the public, especially when there is no cause for rudeness. Susan Bibo

    bbluehummingbird 1/21/12 12:43PM
  • I changed from telus to shaw because of bad customer service, but now shaw is even worse,..I will now cancel my shaw account and will go back to telus

    Anonymous 1/20/12 10:13PM
  • Worst customer support response (in fact no response). Trying to reach them for hrs....cant even cancel service....no call back facility. Somebody in Shaw thinks this is the best way to retain customers, don't answer just keep billing

    Sushant 1/20/12 9:36PM
  • The worst customer service of all utilities is well established but the direct stealing and conning people doesn't seem to come up. My Dad is 87 and deaf. TV is his life. He was forced to get a Shaw box with the new system but cannot figure it out. He accidentally push VOD many times. He never ever watched a movie. He is old. He certainly didn't watch the smurfs or Midnight in Paris 7 times in three weeks. When Shaw was told about this, they said they would not refund his money. Heartless!! During the last two months I accidentally paid the wrong shaw account through online banking. They refuse to return my money. I would call that stealing. This is only $400 betweeen the two items but if I can take Shaw to small claims court I will. They can send their $600/hour lawyer.

    Disguntled 1/20/12 2:18PM
  • we have been having problems since Begining of December it all started with VOD not working when calls were placed first the wait time wa awful & then when got thru the problem was not fixed. then when they reset the box where the inital problem was that box went out of commision & they never offered that one of their rep will bring in the box for us so that we can install it ourselves..... went down town pciekd it up...after this box was installed many of our channels did not work kept calling Shaw & they wer not abel to figure it out a service rp was booked but not until January the 5th.......can you belive this!! too many issues to list & still ongoign problems with our Son's box spoke to shaw few days ago & their rep was to call us back that night @ 7pm to book us an appointment for a service call for January the 24th & no one called. so today I finally got thru to them & now our servcie call isn't until Feb the 4th.....we are so frustratd @ thsi tiem & this is after being shaw customers for many years.......we were to get some compensation on our bill for all the troubles & nothign is given, a manager needs to step in.

    Parm 1/20/12 9:53AM
  • The service I had with Shaw was unbelieveably bad. I had satellite problems. I talked to 4 representatives on the Tuesday and Wednesday before they decided to send someone out on Friday. I was on callback twice and hold twice. Then the serviceman called in the AM said he would be there in The PM and didn't show. More calls to Shaw Saturday on call back - told us to call another technician which we did He said no work order, no help. Called Shaw back again, this time on hold for 1 hour and 54 min - the operator told me I wasn't authorized to speak for that account - (I had only gone through cable switching and reseting the system on the phone with 3 other operators over the last 3 - note 3 - days) and then was cut off and not called back. Again more calls to Shaw - this time I requested that the call was taped and I speak to a supervisor that didn't happen but I was transferred from Toronto to Calgary (I am in vancouver) A technician came out on Monday and said it was the multiplex - now why didn't the first people we talked to ask us to check that instead of resetting and switching cables etc etc when they should know we have a multiplex. that whole process took over 15 hours of my time on the telephone - terrible service!!!!!

    Anonymous 1/19/12 2:12PM
  • Shaw Customer service is known to be awful..Terrible even but this new "improvement" to their email .WEBMAIL 2.0 is embarrassing!

    It is so lousy to use that I am considering droping SHAW just based on that.I can't believe an upgrade has so many "issues".

    Then they make it worse without offering an option to use the "Classic" Service.SHAW is a complete joke!

    Does anyone else find the new Email service cumbersome and irritating?

    of course when I try and contact Technical service-2 hour wait times..*eyeroll*

    irritated 1/19/12 12:38PM
  • Shaw technical support is non existent. I have been on hold for 2 1/2 hours trying to get some technical support...

    Shaw's chat line never answers...

    It is the worst service you can imagine...

    I am going to cancel all my Shaw services... I can't stand them...

    Bryan 1/18/12 8:27PM
  • Absolutely the WORST customer service I have EVER experienced. We called to cancel the SOCCER channel while we were away on vacation and they canceled our whole account!!! We had someone house sitting while we were gone and they couldn't get phone, internet, or cable. We tried to fix from AUSTRALIA - timezone overlap is tough - and we had to wait ON HOLD for 2 HOURS. The first idiot that helped us said that the earliest they could send someone out was in 3 WEEKS! To fix a MISTAKE that they made. When I complained they transfered me to someone who said they could fix immediately by flipping a switch on their end - that they didn't need to come out. They said they would do so within 5 minutes. The second person said that the first person "didn't know what they were talking about" and that better training is required. I was satisfied with that until I heard from the house sitter a week later that it still WAS NOT fixed. UNBELIVEABLE!

    J 1/18/12 5:20PM
  • Poor service, poor products! We cancelled our service and before Shaw could come to retrieve their boxes, were sent a letter charging us for them and threatening to send us to a collection agency. This was less than a month after cancellation!! We rectified the situation immediately (received the letter Thursday and returned the boxes Tuesday) and, on Wednesday received a phone call with a "final warning" that we would be sent for collection. Upon phoning it was confirmed that our boxes were returned and our balance was zero. It was a total of 9 days between the first notice that we had their boxes and the "final notice". We have been customers for 4 years and never been late with a payment. To threaten our credit rating is nothing short of harrassment!! Will never ever use Shaw again!!

    kags 1/18/12 2:24PM
  • Have to agree with previous. I have managed call centres. Shaw's system is one the worst I've seen. How about this... I have a business account and I had a problem with voice mails disappearing. I called tech help, the nice system said that if I didn't want to wait on hold that I could use a call back feature "and not lose my place in line". So, I did. An hour later a heavily accented person did call me back, when I explained the problem, he said "this will need technical assistance" (I KNOW THAT - THAT'S WHY I CALLED TECH HELP), "please hold while I transfer you. 35 minutes later, someone picked up. Great service that call back,so glad I didn't have to wait on hold. Awful. What happened Shaw? Only recently, you had the best customer service. Never more than a few seconds on hold. From great, to the worst. What happened?

    sturbain 1/18/12 1:01PM
  • been on hold for over 5 hours trying to contact the cull for over 4 days , expect to be on hold 4 or 5 hours on a slow day . i hate shaw cable the worst or the worst

    fred 1/17/12 9:37PM
  • the worst customer service i have ever had to deal with in my life, shaw cable is the worst of the very worst,I can not believe they can ever function as a companies , if i was jim shaw i would fire ever single one of his totally useless , dumb, lazy manager.shaw is the very worst of the worst .after over 5 phone call , it just about 4 hour trying to reach these culls,it would be faster to get a resource from these cull by stealing copper wire.total useless , lousy , companies and staff

    pinky 1/17/12 9:34PM
  • shaw service is a 100 total waste of time. i give them on a 1 to 10 scale a negative 15. the manager that run the customer service deptment should be fired for being a incompetent dip stick a useless cull.i can't believe you have the call to even call it customer service . the manager is a dysfunctional , useless, overpaid , incompantant useless cull, i would fire the incompanant idiot on the spot.with competition shaw cable would be broke still waiting on hold for over 4 hours to talk to a usless support staff.

    camaldung 1/17/12 9:24PM
  • i have been with shaw for years and they wont fix anything or upgrade me with out me paying and you cant get throw on the phone without waiting for hours on hold.i have gone to telus and still having trouble with shaw ,they wont releace my number so anybody from shaw cant phone me. shaw is going to go under if they dont get more peaple working on the phone

    christl 1/17/12 10:46AM
  • Day 4...still trying to get hold of ANYBODY at Shaw. My Internet upload or download speed is non-existent. 45 minutes on hold 1st day and gave up. Same second and third. Today I was hopeful. Message said 20 minute wait to speak to a tech. It has been over 60 minutes now. No option for a call back. Ask Amy didn't work, nor did the on-line chat option. No wonder they don't post e-mail addresses or other phone numbers. They would be inundated with complaints.
    I am to the point where I just want to cancel my service, but how do I do that without being able to talk to somebody? If I just stop paying the bill for services I am not receiving it will only reflect badly on my credit rating!!!

    Jubal 1/16/12 8:47PM
  • I am at my wit's end. I realised earlier today that I didn't have a dial tone on my home phone. I called - after pushing a series of buttons to get to the right department, I was told that the wait time was between 51 minutes and 1 hour 18 minutes. I accepted their offer of a call back. Needless to say, I forgot to take my cell phone with me when I went to a different room after an hour - they tried to reach me twice and I didn't hear the ring. So I called again, again was offered call back, and kept my cell phone in my hand for over an hour. The agent was very pleasant, said they would reset the terminal, and call me back in 15 minutes on the home-line or cell phone. After 50 minutes, there was still no dial tone and no call back. So I braced myself, called again, punched all the numbers and was told I'd have to wait 20 to 40 minutes. No offer of a call back. After 70 minutes, an agent came on. I said I was incredibly frustrated with Shaw - and the phone was disconnected. I decided to try the internet chat - after 15 minutes, it's still telling me that I will be connected to the next available representative.

    What part of "communication" does this telecommunication company not get?

    lesley 1/16/12 8:17PM
  • Terrible service. I purchased a PVR directly from Shaw. A few weeks later it stopped working. I waited on hold for 45 minutes, then a representative informed me that the serial # had been removed from my account. The rep re-activated the PVR and it worked for a few minutes. Then I lost half of my HD channels. I waited another 45 minutes on hold. The representative was useless and couldn't even properly enter my address. I requested a supervisor and she just sent me back into the cue. 20 minutes on hold, a rep named Dave answered. Kudos Dave, he was polite and handled my issue in mere minutes. Unfortunately he was the 3rd rep, and it took over 2 hours to fix a mistake make by the guy 3 weeks ago that only "temporarily" activated my new PVR. Little or no respect for the customer and their time. Could you imagine if you had to wait 2 hours for service at Best Buy or Mcdonalds? Has the CEO of Shaw ever bothered to google how his company is perceived by its customers?

    DirecTV Please!! 1/16/12 7:56PM
  • This evening I attempted to change my cable package lineup. As a long time customer (10+ Years) my current package had been "grandfathered". After visiting the website and working out a plan using the Shaw Plan Personalizer - I called the number provided to order. After holding for 15 minutes, I was informed I had called the wrong number - they could not assist me and provided me another number. Another 10 minutes of hold to find out she had sent me to Shaw Direct (satellite service). The rep there advised me to call the orginal number. Like a fool I did, waited on hold, and again was told I was speaking with the sales department - they could not assist existing customers. I then called the number on my bill and waited 1/2 hour to speak to a rep. I explained I had used the Shaw Personalizer and told him which theme packs I would like. Stunned silence on the other end... He responded with - so do you want small, medium or large bundle? I again explained to him which theme packs I would like - he remained confused. After stepping him through his own website he seemed to know what I wanted. Unfortunately he could not tell me why I was going to lose an existing discount for having purchased a modem (as opposed to renting from shaw). His complete lack of knowledge did not benefit from a very condescending attitude. Guess its time to try Telus.

    flashal 1/16/12 7:15PM
  • I've had internet less than 3 weeks and it has been down 3x already. Wait times for call back say 25-35min. but took longer. The problem was fixed promptly and the service person was polite, but somewhat talking down to me. 'Yes' , I did try the unplug and plug back in routine and 'no' the coaxial cable was not all of a sudden loose and having me take it off and put back on was not what fixed it. Can't wait what the problem is blamed on next time...'mam, you turned on your computer using the wrong finger'

    Anonymous 1/16/12 5:43PM
  • Shaw's customer service is the worst I have ever encountered. You are on hold or call back betweem 45 mins and 2 hrs. Then when you ask whom you are talking to, you are told you are in the wrong department and are put on hold for another 1 hr to 2 hrs.

    Anonymous 1/16/12 1:06PM
  • was told it would be installed saturday.then told sunday or monday waited around no one showed.they called me and now say it will be tuesday.told the installer to send it back.would advise anyone to forget shaw.they are abunch of liars.and it will take you hours to get through on phone.great work shaw!!!!!!

    tbags247 1/16/12 11:55AM
  • I am currently holding for 15 minutes after being told wait time was 5-7 minutes. This after being transferred to billing department by technical support and then disconnected. Waited to speak with technical support for 30 minutes. Was told my shaw on demand was disconnected as I owed $15.46 - I didn't know anything about this as I paid my last bill in total when due, and next bill wasn't due for 8 days - NOTHING was overdue...yet they still disconnected my "privileges" with the switch of a button on their end as they decided I was "delinquent" $15.46 - WITHOUT NOTICE !!!

    Anonymous 1/15/12 8:56PM
  • On January 25, 2012, @ 2:30 pm, I tried to call Shaw support to check my internet issues (I am using my cell phone to connect to the internet) and the waiting time is over 2 (two) hours. This is just ridiculous, even from a ex-Rogers customer.

    AJ 1/15/12 2:47PM
  • Haven't had phone service since Thursday morning, it is now Sunday. Can NOT get a hold of anyone in customer service. E-Chat does nothing! Keep being referred to their website for updates but there is absolutely nothing on the website! How are customers to know what the hell is happening! Why are we paying for this, will we have our bill adjusted for lack of service? Probably not! Horrible, horrible service! Which is the lesser of the two evils here in BC? Shaw or Telus *insert sarcastic laugh*. Have had nothing but horrible service from both parites! Absolutely disgusted with Shaw. If there were an emergency I can't even call 911, I don't have a cell phone, that's why I have a landline and also because I find the service with most cell phone carriers a horrid experience too. This was supposed to be the option with the least amount of headaches! HA!

    disgusted with services 1/15/12 1:57PM
  • Terrible wait time just reaching customer service and technical support... says 4-8 mins and waited over 1 hr, finally a ringtone and that fxxker disconnect me.

    Anonymous 1/15/12 5:09AM
  • holding for 1hour 2mins to cancel shaw! And it's keeping saying 'please hold,your call is important'

    8GB 1/14/12 6:32PM
  • have no tv reception (Fri. Jan 13) and have been waiting on phone now 1/2 hr.....great service !

    Norma Bell
    Richmond. BC

    Acct: 014-0633-6124

    zackre 1/13/12 8:05PM
  • 45 minutes.... and still on hold. Shaw tech came and disconnected service (bill was paid) for no reason. Horrible service and because communication companies are a oligopoly, customers have no say, and politicians receive campaign funding.... Canada=Crap

    yabba 1/13/12 11:39AM
  • I called Shaw yesterday to see if i can get a better plan for my home, internet and TV. First i talked to Denver from customer service- first he did not ask me to verify my information and said - " what is it that you want me to do?" i told told him what i wanted, he said no and somehow the line was disconnected. I called back, spoke with Wendy this time after 30 mins waiting on the line. She said I have to go to a Shaw location and talk to them- they can't help me over the phone anymore, then she hung up. I was pissed. So i called back to cancel, and the guy just cancelled right away without caring about why. He also said " it's actually costing us ( SHaw ) money to have me as a customer" . I have been with Shaw for 10 years and this is it! They are not there for you when you need them.

    ihateshaw 1/13/12 10:13AM
  • I recently ordered a PVR from Shaw. The service man was to arrive between 8-10 a.m. When no one had arrived at 10:00 I phoned Shaw, waited on hold for 15 min. then spoke to a lady who said she would look into it and get right back to me. When I still hadn't heard anything I phoned again at 11, waited on hold another 20 min. was told again that the person would look into it. A man did finally arrive at 11:40. I have more to my awful experience, but can see I am runnng out of room. I was very unhappy with the service I rec'd from Shaw; their service man, their customer service at the shaw center, etc.

    Unhappy 1/10/12 6:30PM
  • Support services are brutal, sit on ignore for hours at a time then still get nothing resolved. Time to look for another service provider.

    Anonymous 1/10/12 2:08PM
  • Absolutely despise Shaw Cable. ALWAYS check your bill!!! i have been charged three times in the last year for something that was not ordered etc. NO CUSTOMER SERVICE!!!

    maverick 1/10/12 1:13PM
  • I am a business customer, so I am paying far more for the same service (supposedly to get better customer service)and yet I get the same terrible customer service, I was on the business 50 internet plan and decided to downgrade because I was paying for a service I don't really need (not to mention that they pushed me very hard to sign up to that plan initially), now I called them on Dec 12 and waited for 53 minutes before giving up, called again on Dec 15 and waited over an hour before someone answered, I told them I want to downgrade my service they said ok done and I hanged up, just yesterday I got my invoice and they still have me on the old service and charging me the old fees, I called again, today at 10 AM, just to hear the message that their customer service department is now closed, WTF?, so I called again and chose the option as a new customer and not an existing customer guess what they are now open and the wait was only 15 minutes, so I spoke to the representative and complained, she said they had no record of the downgrade request, so I asked her to do it now. Total waste of time and money, stay away from shaw if you can.

    Business Customer 1/10/12 12:12PM
  • I've heard about these cheap deals... but had been caught as a fish on the hook. Shaw Cable door to door salesman promised my a fantastic deal: $29.95 for internet, phone and cable for twelve month! That was two month ago. It took them a month, two visits of installers and five phone calls (and everyone knows the wait on those calls) to switch me from Telus and give me the calling features I needed. Every time I called, they pretend (or honestly believed themselves) that they've found the problem and have fixed it... except the fifth time of course when the issue was actually fixed. But this is not all. They have charged me an arm and a leg for stuff that even their reps had no idea where that came from. Calls (and waiting!) again... At the end they promised to fix everything and even told me the new amount which seemed to be fairly calculated. Happy ending? Nope!!! I'm getting a bill from my credit card showing that Sh_Cable has charged me the first crazy amount. What a fantastic service! If you ready to participate in this circus - you are welcome to join Shaw Cable! Enjoy!!!

    jo_green29b 1/9/12 10:23PM
  • Horrendous! Their customer service needs to be reported to the BBB! Totally unacceptable.

    //? 1/9/12 2:55PM
  • Shaw is now substituting the CTV feed of NFL football over the Fox, CBS, or NBC channels so they can push CDN commercials rather than let the US ones show. Not so bad until the guy / gal doing the substitutions on the CTV feed goes to sleep & we miss a play or two. I used to watch the US channels because of that, but recently Shaw has decided that although I have the channels (& pay dearly for them) that I'm not entitled to see what I pay for. This is right out of line!!!!

    Shaw trickery 1/8/12 4:55PM
  • what the heck is this im seeing on commercials for shaw that every tv now has to have one of those stupid boxes or we cant watch tv channels anymore!!! what the hell dont we pay enough already??!! now we have to rent or purchase a box for every tv. we are so done with you guys. every one is talking about this. and NO ONE is on your side. i think you are sinking your own greedy ship. thats ok we all have other choices and you are not going to be one of them!!!! funny now how when i try to submit this i cant. loosers

    deb 1/8/12 2:39PM
  • i got possession of my house on December 28, i have requested a work order to set up all 3 shaw services, (internet, cable and telephone) The appointment was set on December 31st, between the hours of 2-4 pm. Well no one showed up, so i called Shaw (1 hour 18 minute hold time) to see where the service guy is? the customer service representative said i will look into this and call me back... well i waited until early sunday morning and still no returned call. I than called January 1st to see where my service guy is, than the customer service representative said he can get a guy out there as early as January 4th between the hours of 8am- 12 noon. Well i took off the morning to be here when shaw arrives oh and no show... so i call back again this time only (38 minutes of hold time, AKA waisting my cell phone day time minutes) So when i got through they told me that the appointment time was set between 12-4 pm, so i had to take off the afternoon of work also. So Shaw guy came set everything up and all three services were working fine for about an hour, than no internet and no phone service. So i called shaw this time 1 hour 22 minute hold time, and they recommend that i drive down to the shaw retail store and swap the router/modem with a new one, so i did that and tried to activate the new router/modem and the internet and phone were still not working. so i called shaw again to see if they could send someone out asap to activate our phone and telephone, this was friday january 6th the customer service representative said that he will put in an emergency request to get a service technician out as soon as possible, and no one has showed up as of sunday morning. so called shaw to see where this service technician is (22 minutes hold time) and he mentioned that the service call is not set up until January 10th, 2012. SHAW CABLE SUX --- HURRY UP ROGERS TV SO I CAN GET THE F*%# AWAY FROM SHAW

    John 1/8/12 7:21AM
  • I've been without service for a full day now with my new home portal. none of their support options work and when I finally got through on the phone the guy told me the best engineers are working on the problem. Ridic.

    Awfull Service 1/7/12 11:16PM
  • Have spent ALL day on the phone on hold to resolve an issue that is the fault of Shaw. All day I've been told how important I am as a customer. CBC's Marketplace needs to hear about this.

    nmre 1/7/12 5:55PM
  • Three days ago we had the Shaw Gateway system installed. This morning the system failed. I called the Gateway support line and was put into the que and told my call was important and please stay on the line. 2 hours and 17 minutes in we called the television support line from our cell and were contacted 30 minutes later and told there was nothing they could do other than have the gateway tech people phone us. An hour later gateway tech support phoned and tried to fix the problem. He couldn't and only solution was to wait two days for home visit. 2 hours and 47 minutes on ignore and three days and no service, Telus Optic TV is now looking like an alternative.

    Anonymous 1/7/12 2:17PM
  • Phone customer line says 7 min wait - takes 30 min. " Ask Amy " function not operative. Customer chat option says " wait for next rep " After 15 min.
    it says " try again ". Absolutely hopeless !!!!

    Anonymous 1/6/12 7:49PM
  • I recently had Shaw Cable and telephone installed in my mother's Care home room (she is now confined to a wheelchair". Within 2 weeks the phone stopped working and I have spent a frustrating 2 days trying to log a service call. ONLY the Service Department can take a message and you can not talk to anyone. You have to leave a "call back" on their 1-2 hr queue which is useless. I work for a living and can not be available for a call "on their time". So she still has no phone and I have not idea when I am actually going to get a warm body to go and look at it. An option to leave a comprehensive voicemail would be nice...

    Aggravated... 1/6/12 2:59PM
  • Spent two hours yesterday to shaw's television support line and I'm at it again. Now I also sent them a contact message that could take up to three days just for a notification that received the email. What happened to the call back service which is the main reason I have Shaw.

    Marcel 1/6/12 6:48AM
  • Horrible. Second time trying to get through on the phone. 65 minutes gave up the first time, now at 69 minutes and about to give up again. CHAT is nearly as bad. I would like to know how their customer service manager can keep her job. I wonder if SHE has ever called in as an anonymous customer. How would SHE feel if SHE had to wait that long? Seriously, I'd be FIRED if my performance was that bad. WHAT IS UP WITH SHAW SUPPORT? It is HORRIBLE (as if most of you don't already KNOW that!)

    Garthlogic 1/5/12 10:09PM
  • "call times are greater than 2 hours" right now. AND NO OPTION of call back. AND they still got Christmas on and its 4th Jan! Music too loud also.

    They have mastered the art of irritating their customers

    Anonymous 1/5/12 6:16PM
  • I had a problem on Dec 20th and they scheduled a tech to come almost 3 weeks later on Jan 6th.
    Got a auto-message recording remind me the call-out for tomorrow with options of press a button to talk to someone about it. I go through appropriate menu and it says hold times are between 25-34 mins or recieve call-back in that time.

    55 mins later still no call-back. Calling in to find out what time the tech will come tomorrow is impossible. SHAW SUCKS

    Anonymous 1/5/12 5:53PM
  • I have been on the line for 1 hr. and 14 min. I am seriously considering switching to another SERVICE provider. I feel you are overcharging as well as poor service. I've tried without success to try to rectify the problem on my computer several times!!! We've had no wireless for at least 2 weeks-I thought it was a local issue- apparently I was wrong.

    J. Mountain

    soon to be with another company 1/5/12 3:27PM
  • I was a loyal Shaw customer until yesterday. Loyal mostly out of sheer laziness until I noticed that they've slowly been jacking up my bill for months. Finally I decided I was going to go over to Telus because I head that they had a $60 deal (much less than my usual $95 package from Shaw) for an internet and TV Bundle. This woman from shaw told me she could do better with a $50 package and I told her I would see if Telus could do better and I'd call back. Low and behold, Telus did have a better offer, but it was close enough to Shaw's that I decided to stay for loyalty's sake. Called Shaw back and another person said, 'Oh that deal, you can't get that.' I gave her the name of the person who had been helping me before and she said she would transfer me to the rententions/loyalty department. There I met the rudest customer service of my life. First I explained my situation -- aka someone from their customer service offered me a deal for $50 -- and now someone else tells me I can't get it -- and the guy starts yelling at me saying "WE NEVER OFFER THAT DEAL -- YOU WILL NEVER GET THAT DEAL" -- basically insinuating that I'm lying. I told him that the error for the deal was on their part, not mine, and if he could find someone who could find the rep I had been speaking to before ( I had the name and time of the call) then I would prefer to speak to them. He goes on to yell at me saying 'I'M THE LAST STOP, THERE ARE THOUSANDS OF PEOPLE BY THAT NAME, YOU WON'T FIND HER, YOU WILL NOT GET THAT DEAL'

    By this point I was actually scared to talk to this guy because he was being so abrasive, so I said 'Look write down your name number on my file' and I will call back and speak to someone else. He continued to berate me and said ' if you call back you're just going to speak to another retentions person again, it's not going to work'. I made sure he wrote his employee number on my file and left.
    Called back, talked to a different person, she was nice, said she'd get the manager to call me back. A few hours later he did, and basically said, I'm sorry but both employees made mistakes, I can't give you that deal, and we'll talk to the other guy about his conduct.

    I'm glad someone was able to get back to me, but not one resolved the problem that I was offered a price and then denied that price. It seems really inconsistent to me, and as the manager told me "every department has their own quota's so they offer different deals'. That is so unprofessional and really bad customer service. I forgot to mention that the guy who was yelling at me initially also told me that I should have taken the $50 deal when it was offered to me -- basically admitting that they can give me deals like that.

    After reading some employee reviews I know that this company is all about lying and scamming their way into their customer's pockets, and I'd warn anyone with them to change to a different provider. They do not care about keeping their customers satisfied.

    Worst Customer Service Experienc 1/5/12 3:19PM
  • Horrible Customer Service in the Lower Mainland, so don't feel alone Victoria.

    I think they have pushed the customer far enough, and it is time to take some action...they are far too expensive for the service that they provide.

    I like the idea of a class action lawsuit.

    teshss 1/4/12 7:13PM
  • I guess I can see that I am not alone with my hatred for Shaw. I have never paid for worse service on my life! I thought changing my services (I wanted to downgrade to basic cable and light internet) would be a piece of cake. Boy was I wrong! The first woman I spoke with said she would take care of it....thankgoodness I called back later in the month (mostly bc I don't trust Shaw) to find out that she didn't do it (how can you not do your job?!). Then the next guy I spoke with said he'd fix it up and make sure it came into effect at the end of the month. What a lovely surprise to come home to after Christmas: I still have all my channels and he didn't make the change, wow! So I called back a third time...they finally change it except a few hours later I receive a bill in the mail stating that I owe a few hundred dollars more than I owe. When I call back to get a bill adjustment (and did so in a polite, and curteous manner) the guy was a total jerk, gave me attitude because I brought up all the issues I'd been having (politely, might I reiterate) and was less than pleasant. Time to make some changes Shaw. You SUCK!

    Wyatt1010 1/4/12 3:25PM
  • Horrid customer service in Victoria!

    It just should not be this hard to be a customer. I'm sick of poor service in every aspect. My cable still does not work even though they have sent out technicians several times.

    Try & get through on the phone, it is ridiculous!!!!

    and they make so many mistakes & never take responsibility for them.

    Shaw is the worst company EVER!!!!!!!!!! I'm going to Telus.

    Tina 1/4/12 8:35AM
  • Shaw's customer service is so frustrating!

    They make mistake after mistake & of course blame everything on anything else but them. My cable has never worked properly & each time they come they fix one thing and something else doesn't work. They have broken things in my home.

    AND TRY & GET THROUGH ON THE PHONE! Good luck.

    It shouldn't be this hard to be a customer. I'm going to Telus.

    yooda 1/4/12 8:29AM
  • I was on hold for 20 minutes before my call was about to be transferred to customer service and the call suddenly 'failed'. I called back and was on hold for 45 minutes and finally someone answered. I told them I wanted to cancel my home phone service and they transferred me again and I was told I'd need to be on hold for another 25 minutes. I'm still on hold now and I will never order another thing from them!!! They SUCK!

    Shannon 12/31/11 3:08PM
  • I have had to call Shaw several times since moving and on each occasion I am on hold for over an hour. Finally they have the option for call back...today the wait time was 2 hours.
    My internet was down all day so I called for tech support after trying all the things that I know to fix internet connectivity issues. The result was that something is interfering with my wireless and I should connect wired rather than wirelessly. So why offer this service if it is an unreliable service?
    I had asked to speak to someone who could compensated me for the down time I have been receiving but there isn't anyone to talk too. He offered to connect me to the Billing department. But that would have meant being on hold for another hour and where would it get me!!!
    We need to find another option for internet and cable other than Shaw and Telus since both of these companies suck at customer service and service in general.
    Why are we putting up with this horrid service and extremely expensive awful service?!?!?!?!

    Anonymous 12/30/11 7:43PM
  • Terrible service. No channels on december 30, none of december 29, no one will answer service phone. Terible, terrible terrrible, shame on you Shaw. The CEO should be fired with no golden handshake. Management should go too. And the company reported to better business bureau and the CRTC.

    Anonymous 12/30/11 6:30PM
  • Bought 2 new PVR's in the last year. 1st one took 3 days to activate. Shaw wait times exceeded the battery life of my cellphone. No callback option, over 6 hours on hold before finally getting it activated. 2nd time I called at midnight and didn't get through until 1:30am. If you buy your PVR through FutureShop or BestBuy you can't activate them online. FAIL! Step it up Shaw. 3.96% approval rating is WORSE than George Bush's at the end of his term.

    BossRoss 12/30/11 2:01PM
  • I seem to agree with everything said here.

    I got so pissed I sent a letter to

    Bradley S. Shaw
    Chief Executive Officer,
    Shaw Communications, Inc.

    630-3rd Avenue SW
    Calgary, Alberta
    T2P 4L4

    I ended up with 4 months of free service, but they still owe my favorite charity $1650.00. I think we should all sent a letter to the CRTC complaining about the
    dis-service and lack of ability to supply the servicers we are paying for. Maybe its time for a lawyer to start a class action suite against these greedy Pigs. Brad salery last year was listed at 1.7 Million not including bonuses & sock options. A very greedy family business who doesn't care about their clients. The customer service manager, Northern Alberta, Marko Ielo @
    780-784-1509 *** He will try to sell you some new service but has no power to fix anything unless he gets approval from above.

    Bill_Bo 12/30/11 1:38PM
  • So my wife calls shaw to see why are Wireless internet constantly get's disconnected and what does she get for her trouble a women swears at her tells her F**k You right on the phone then hangs up........ We are payin 70.00 f*****g dollars for this wireless on top of other things from SHAW and everyday it disconnects I run the stupid crap SHAW program on the comp only for it to tell me the same things over and over I run the "FIXES" lol they do nothing I unplug the modem plug it back in still does nothing then randomly 20 minutes after doing all this stuff it comes back on...... So all in all FU shaw

    MWS 12/30/11 12:59PM
  • Could not get though to phone activations after 2 hours and the online activation did not work. Indicated I would be connected to a live technition and after 3 hours never did reach anyone. Any wonder they have to buy new business with credit cards. Every one should complain to the federal government to give the CRTC a haircut. Shaw is bad.

    kg 12/29/11 3:51AM
  • On hold still 140 mins and waiting. No call back feature even offered. At Grams house and she is ready for bed and wants to kick me out and get off the phone. Worst thing I did was buy her a pvr for X-mas. Online activation down ????
    SHAW SUCKS!!!!!!!!!!!!!!!! Don't what is worse Politicians or Shaw???????? SHAW SUCKS :(:(:(:(:(::(:(::(:(:

    Upset 12/28/11 8:48PM
  • 1 hour, I was on for 2 and never got through. The ringback feature worked after 2 hours. I have a service outage that they state they can schedule for the 29th Dec. Other than that, there was nothing the service rep stated they could do. Yup, the service sucks. looking to change now.

    Dave 12/23/11 6:43PM
  • What they call customer service is a bad joke. It does not exist. I had the phone to my ear for an hour before I finally gave up... and all that time listening to "your call is important to us..." Before Shaw took over my previous service provider I was able to talk to tech support within a minute. We never had any problems. My intuition tells me that they really don't give a rat's ass what the public thinks of their service.

    Lew Armstrong 12/23/11 5:13PM
  • TRERRIBLE CUSTOMER SERVICE!!!!! We got called by a Shaw representative who offered us a deal to switch from our present provider (Telus) to Shaw. We had our phone & cable with shaw...our internet was with Telus. We had our internet with Shaw before but switched to Telus after we got a offer thru Dell with Telus. I gave Shaw the opportunity to match the deal thru Telus, but they wouldn't...so we switched. We got promised if we switch to Shaw that we would recieve a particular number of channels at a particular price. No extra costs. So we swictched everything to Shaw. We didn't recieve the channels promised...and the cost was twice what was promised. We spent 3 weeks trying to get ahold of someone to fix the problem. We finally got someone to call us only after we had a serviceman (who was at our house for different reasons) make afew calls on our behalf. Ten minutes into the conversation the customer rep. knew the whole senaio and was privy to the fact that we were promised something by Shaw that we didn't recieve. He at that time could've choose the road to admit the mistake was theirs and deal with us accordingly. But no...he was not interested in what we were promised and for how much. It was only after 45 mins of my wife yelling at him that he realised we weren't going away and agreed to lower our bill. But we didn't get the channels promised or the price promised. He could've AND should've admitted their mistake...absorbed the present bill and then sit with us and re-do the channel selection and repricing. THAT would of been good costomer service! I guess his quota of " no's" was low for the month...........

    Anonymous 12/23/11 11:23AM
  • Shaw customer service is a joke. I disconnected services last summer b/c I had to spend 45 to 90 minutes on hold waiting for customer service. When I did get through, Shaw loyalty department refused to provide advertised special as I was an existing customer. I called again in December to give them another chance. Agent (Jason) refused to reactivate my account, insisted on starting all over including providing ID again. Jason also refused to have me just confrim Id on file there, and refused to transfet me to a supervisor. STAY AWAY FROM SHAW!!!! No wonder they have to buy customers with Visa promomtions.

    Worst Company EVER 12/23/11 10:56AM
  • Crap. They no longer offer the "call back" feature. I just got off the phone after waiting 45 minutes. I gave up. Maybe that's what they're hoping everyone will do.

    shboom 12/22/11 10:04PM
  • It is now 1:30 pm and between waiting on hold, trying to make someone in India understand my issue, waiting on hold some more to speak with a live person (after being forced to resort to this stupid "live chat") in Canada to make sure my requests were handled properly, finding out everything was done wrong (even dates), fixing all the mistakes, being transferred to the wrong number, being told I'd have to wait another 48 mins (at least), I now give up and will try again tomorrow. I've only wasted 5 1/2 hours of my first day off for Christmas holidays. If there were any other choices for services I'd be gone in an instant! Shaw customer service is horrendous! What a joke!

    Wish_I_Wasn't_A_Customer 12/22/11 2:37PM
  • Despite the fact that there are very long waiting to speak to anyone from Shaw, their customer appreciation is terrible.
    They would not even give a small business a break, when I asked to have all my services bundled in to one.
    The catch was I had to add another phone line, which was free of coarse for a time being with option to d/c at the end.
    Should not need to do such a thing.

    jymmi 12/21/11 2:37PM
  • i obviously made a huge mistake in switching to shaw telephone service to get a 'bundle'deal. suddenly telus looks very good. calls consistantley dropped, even though some snotty 12 year old explained to me that it was merely coincidental that MY PHONES must have ceased to work properly the same day they switched my service. (seems it must be a neighbourhood of bad phones because other neighbours are having the same issue, sonny boy). the promised channels are not all there as part of the improved tv service. calls to shaw take forever and the email doesn't seem to get answered. i used to be happy with shaw.................

    formally happy with shaw 12/21/11 10:01AM
  • This is my 5th call to Shaw in 3 days- I have yet to reach anyone! The longest I've been on hold this round is 1+hours; the longest in total is over 4 hours!

    They have made numerous promises for compensation; the latest, Nov 13th. To date, they have not even returned my call - as promised. Results - zero, nada, niente,niet!

    I will be cancelling our 20+ year service come the new year - should i be able to reach them.

    I will also be complaining to the CRTC

    Shaw, you suck big time!

    Anonymous 12/20/11 8:43PM
  • I had SHAW come out today to install a receiver; needless to say it was not what we were expecting and it does not work. Been on the phone with 6 different reps and none of them have been able to figure out the issue. Asked to be transferred to the loyalty department since they approached us to change our services; i was on hold for 112 minutes and then my phone died. Phoned back from cell phone and I'm still on hold (48 minutes and counting) but now i get to listen to their wonderful incentives for new customers: $100 for each service they transfer to SHAW - can't help but feel like a moron. I've been with SHAW since 1993 and my incentive for being a loyal customer is waiting on the phone for hours and hours with no resolution while a new Joe Schmo gets anywhere between 100 to 300 dollars.

    Nuti 12/19/11 6:51PM
  • Can't get someone to answer the phone at this company. Probably time to move to another vendor.

    Anonymous 12/17/11 11:18AM
  • I have never had so much trouble then with Shaw, what is there problem. Can't get into my email ask for help is like talking to a brick wall what a pain.

    Anonymous 12/17/11 6:00AM
  • Shaw does not know the meaning of customer service. On hold for 1 hour and 19 minutes, yes that's right. Got someone who informed they were in sales and were about to transfer me, I told them forget it. Tried calling the local Shaw in our town the next day busy signals for 2 hours straight, went down stood in line with the other people complaining, finally got the cable service up in runing. Ever travel and try using Shaw Webmail? Forget it. You can never connect to the webmail, it is either down or does not upload. Shaw is a joke, switching internet and television to Telus. No company can be as bad as Shaw... good riddance.

    Anonymous 12/16/11 1:31PM
  • Ridiculous wait times and poor treatment of existing customers. Finally, got a small discount and it was not reflected in my current bill. Now I have to wait for a long time on the phone to rectify this.

    Anonymous 12/16/11 12:10AM
  • shaw does not value theirs customers.I have called several time regarding my billing issues but I have been told to wait for supervisor to call back & I have never heard back from them. I cant believe in such a competive world any co can be so ignorant towards their customers. swiching to shaw was my biggest mistake.

    Anonymous 12/15/11 6:47PM
  • Shaw has the worst customer service. Please just answer you $@@&$&$&&&&& ng phone.

    Disconnected 12/15/11 9:44AM
  • Got a Gateway last week. Stopped getting live tv this week. Called, after 30 min wait and 20 min on phone (resetting devices) they say next service visit is Jan 3 (ie. 3 weeks!) What??

    Anonymous 12/14/11 9:26PM
  • 2 to 4 hour wait to place a service call. not acceptable

    Mike 12/14/11 8:06PM
  • Our shaw phone keeps dying. We have lost many calls in the last month. We tried several times to contact shaw, to no avail. I waited on the phone for 40 minutes and then the phone died. Tries again and after a long time they asked to leave my number and they would call. They never did. Tried the online chat line with the same result.

    quick1 12/14/11 5:50PM
  • Hi there,

    Reduced my costs for bundle of Internet, Cable & phone to compete with Telus their main competitor.

    Then cranked it back up less than a year later.

    Phoned to complain and was told they don't match their pricing to competitors even though they just did with me.

    Then said it was a promotion. Then said there is only promotions for new clients only.

    So I was not a new client when they gave me the original promotion.

    I think they are just making it up as they go. LOL

    Asked for supervisor. None available and told will call back. No call back.

    So I think the word I am looking for is terrible


    Anonymous 12/14/11 4:25PM
  • I got off the phone with one of Shaw's technical 'supervisors' Richard #6082 and he was not only unhelpful, but also extremely rude.
    I asked Richard #6082 if it was worth losing me as a client and he replied "It's not worth me losing my job". I asked him where he was located? India? And he accused me of being a racist. I find that incredibly insulting.
    He also said it wasn't Shaw's problem that the movie allowed me to record it and that it didn't record properly. It is the movie companies problem. Really??? Is that the kind of employees Shaw desires?

    HATE SHAW 12/13/11 3:51PM
  • So shaw has been adding a late fee of 25 dollers a month to my account for the past 6 months, they bill 2 months in advance and my service package is 92 dollers a month, so i pay 100 dollers, but because of their month in advance billing, they consider the future month "late", wtf? so now my bill is 200 dollers over due because i have 5 stacked late fees of 25 dollers, for imaginery future months. Ontop of that they say they have put a hold on my account, so i pay my bill in full. But Suddenly while on the phone, instead of my account being on hold, it is suddenly disconnected. And now i ow another 125 dollers for another future month that has not even come yet, and ontop of that they charge a late fee for that month. So I shell out another 100 dollers, my cable is reconnected, i calm down, then over the next 3 days my cable is disconnected 3 consecutive times, before i had enough and cancelled my account. But guess what, thats right i have to pay for the imaginery month of feb even though its Dec.

    Hey shaw, you have the downs.

    Shawsucks 12/13/11 2:38PM
  • worst wait times ever. Shaw should employ more customer service

    Anonymous 12/13/11 1:47PM
  • So if I pay i would have an answer immediately otherwise wait on the phone for an hour. Shaw is all about how to squeeze another nickel from the customer and good service is gone. I didn't think it could get any worse than Tellus but Shaw is the worst.

    Anonymous 12/13/11 10:20AM
  • Shaw gave me a bit of a bundle deal when I moved here: $89. So I took it. When I was told that essentially after the bundle expired I'd be paying TWICE as much, they suggested I buy the PVR to save cost. So, I bought the PVR. And I'm still paying twice as much. $179. (That's with no long distance calls, and no VOD rentals.) In October, I had a houseguest, and ended up with $53.89 in VOD rentals on top of it, for a total bill of $235.
    I'm thinking of cheaping out on the internet, giving up on the TV and spending more free time outdoors or going to PWC theatre nights for the rest of the winter. This is ridiculous. The cost to value quotient is completely out of whack.
    The two TV shows I sometimes like to follow are available on the internet, and there must be something like Netflix or downloading movies that can fill the void otherwise, for less than $200 +/- $20/30 a month. Seriously, people.

    On top of it, when I phoned to deal with this, I was put on hold (after waiting 20 minutes of course to simply speak to HIM), by some guy with a name that sounded like "Shakira", who cut me off, and then the office was CLOSED when I tried to call him back. Of course HE didn't try to call ME back, did he now?!

    OH, And I already know Telus is no better. After my experience with them when I lived on campus at UBC (where they had a monopoly), I would never EVER subscribe to them again.

    L 12/12/11 10:25PM
  • Does anyone at shaw ever answer the phone?? They suck!! I was on hold and really wanted to see how long it would take. Hours in and 3 phone batteries later shaw won cuz all my phones were dead.

    Anonymous 12/12/11 10:03PM
  • minimum one hour wait for 'customer service'. then, you may be put on hold for awhile, and then randomly disconnected. repeat cycle, four times. have the cable guy come out 3 times, or at least scheduled to. he may choose to cancel the appointment but neglect to mention it to you, the patient homeowner who has taken the day off of work in hopes of rectifying the 2-month long cable/phone/internet problems. as a shaw customer, you are also given the privilege of lining up for an hour for in person service.

    CedricCat 12/12/11 9:08PM
  • DO NOT SWITCH YOUR PHONE SERVICE TO SHAW. I was enticed to do so by the lower rate and am I EVER sorry. 3 weeks after installation, I couldn't get a dial tone. I diligently followed the trouble shooting on their internet but was not able to resolve the issue. I then spent over 7 hours(non-continuous... who has 7 hours to stay on hold?!??) through their stupid online "service" and call center.. I never did manage to get through to an actual person. In frustration I called Telus to switch back.. then was informed by Telus that shaw would not release my bloody phone number?!?!? Are you kidding me? Their service is deplorable. Their CRTC license should be revoked....

    Very unhappy @ Shaw 12/12/11 4:57PM
  • absolutely pathetic support. First it's impossible to reach without spending less than an hour on wait.. And that's through LOUD christmas music (I have my phone on minimum volume through the earpiece and I can hear it like it was a speaker). It's bloody annoying after waiting an hour. I wish i was with Telus

    Dobson 12/12/11 3:06PM
  • Shaw are rude and fraudalent. I was told I was renting a digital box and it turned out that I was renting to own it. Totally misrepesented. I took the box back after a month of " renting" it because they were putting the fees up and I wanted to negotiate and better deal and I could not get through for a month this a started in the summer, I was charged 196.00 for a box that I returned and never wanted in the first place. Never the less I am now trying to get the box back. It has been a total nightmare of decietfulness and the worst customer care in the world.

    Anonymous 12/12/11 12:12PM
  • How can this be happening in and across Canada? - a company charging their customers exceptionally high internet, phone, satellite and cable service monthly fees while not providing those customers the service for which they have paid for. Can one just open up a business and do this and get away with it in Canada? Unreal, wonder how much profit they're making while not providing customer service and getting paid for it.

    ShawSucks 12/11/11 5:11PM
  • poor service, poor pricing. Bandwith caps are the only positive, and with netflix, nfl.com, etc I may just go without TV. Less money to shaw.. or more likely telus. Dread next time I have to call them.

    jeff0000000 12/11/11 2:41PM
  • Worst "customer service" imaginable. I was promised that when Shaw went to digital from analog I would retain all my channels. This is a LIE!! When I finally got through on the phone after a wait of well over an hour I was told that I must have been receiving my missing channels "by mistake" (I have been paying extra for them as part of my package for over 10 years) and could reinstate them for an additional charge of $8 per month. It looks like Telus is going to have another customer!

    Anonymous 12/10/11 11:40PM
  • Wow, they can't ship to the u.s.? What a joke. All these stalling tactics - phone - chat - dinosaur mail/courier delivery service - technicians taking days/weeks to show up for service calls and the old call back and disconnect trick which they even use while hanging up on customers. Cowards. As one customer said it so well - the pimps of satellite - phone and internet services. This really applies to those clients that have no other service providers in their area.

    ShawSucks

    Dan - Montreal 12/10/11 6:02PM
  • A customer service guy just hang-up on me
    Why ! Because I was complaining about the fact Shaw direct had cut off my service ! My DVR 630 the wonder piece of crap made by Motorola is defective !
    They agreed to replace it, but this wonderful company Shaw direct do not ship to the USA ! Why because they are a Canadian Co Is it stupid enough ! So they cut me off the service until I receive my new DVR .The defective one has stopped recording, but at least they could have let me watch live TV while I am waiting for the new one which has to transit by my brother place in Canada before I get it to Florida ! So they say we will not charged you while your waiting and you w'ont get service As if I was responsible for the defective unit
    Hey Shaw direct wake-up ! What kind of customer service is this ?
    An upset customer
    Jacques Lacasse lakasse@gmail.com
    Canadian snowbird in Florida with no TV

    Jacques Lacasse 12/10/11 10:01AM
  • WOW after a loyalty rep promised to solve my problems and have the move to my new house seamless, my phones don't work. I have spent over 3 hours on hold over the last 2 days and still have had not been able totalk to somneone who will solve my problem CRAZY Time to try a new phone company

    yaleg 12/10/11 8:53AM
  • I'm paying for a service that does not deliver, Why I guess I'm to trusting. I was thrilled when a local company called Star Choice was beginning to make headlines, I told all my family and freinds this is the way to go, boy do I look like the fool. Since Shaw has taken over the service basically doesn't exist. You can derive that if you have more than one receiver and they work independantly, Shaw is playing with the signal purposely my guess is to try and get the consumer "upgrade" and buy new receivers.
    I've tried recently to cancel but as other people have noted you can't get through so what I did was put a final payment note on my check and guess what no service charges, no nickel and diming and for some unknown reason the picture resumed with better quality I might add for almost a month and a half until a week or so ago now after two no three refresh's in the last week I'm done they will not be getting any further payment's from this sucker.
    I'm a frustrated and very pissed off consumer I really hope this catch's up with them. Shame! I'd be out of business in a month......

    Ripped Off 12/9/11 7:50PM
  • this is really ridiculous. i have been waiting for over 1 hour o the phone and no one ans. their irritating music makes to shut the phone. BAD BAD SERVICE

    DEV 12/9/11 1:24PM
  • oh wow!
    after ONLY 31 minutes of waiting
    and listening to how "important my call is"
    i got connected!
    i got an idea -
    if we start charging shaw for the time wasted
    maybe they will hire a few more people for customer service department?

    alexinvancouver 12/9/11 12:47PM
  • i'm being on hold currently for over 20 minutes and counting...very annoying!
    "your call is important to us - please continue to hold..."
    really?????
    after reading complains i can only imagine how much longer will i have to wait!
    i'm under the impression that shaw owners don't think that other people have to work and don't have time to sit on their asses listening to the stupid music on the phone and commercials about how great shaw is
    (like we don't know this company sucks!)
    i'd like to spit into their faces!
    greedy bastards!

    alexinvancouver 12/9/11 12:27PM
  • I have requested information 3 times via e-mail regarding upgrading to the multi TV portal system and what incentives are offered to existing customers. So far no response whatsoever.

    Anonymous 12/9/11 10:52AM
  • I have a idea Shaw first tidey up your backyard first, before expanding into more products and services, First and foremost Customer Service, wait times, and stop handing out or giving promos out to new customers, Take care of your loyal customers first, I know every 3 months or so we pay additional $3.00 increases on your bill, no wonder why they can give out promos for new customers its from the existing loyal customers, with all your false increses being made to pay for these promos. I know one thing I am no longer a Shaw customer as of this week,Shaw will never be able to go head to head with Telus, Telus at least handle their calls usually within 5 minutes, and they are very orginized and trained in there fields unlike
    Shaw just looking for quick rich tatics, Im not saying Telus is perfect but at least they are a professional team unlike Shaw Cable not knowing what direction they are going, Shaw is like the gong show. Good bye forever Shaw Cable. WE AS CUSTOMERS SHAW, YOU ARE NOT FOOLING ANYONE AND ALL THIS BAD SERVICES AND TATICS IS EVENTUALLY GOING TO BITE YOU IN THE BUTT, i KNOW LAUGH KNOW BUT CRY LATER, WHEN MORE LAY OFFS OCCUR.

    JIM 12/9/11 8:54AM
  • Shaw sux big time, I only have digital tv and they cant even handle that, I know they cant handle there other products, I went to Telus TV and they gave me a lower price than they where offering I just had it bundled, best of all I talked to someone under 5 minutes, no headaches or fuss, like Shaw fusses and try to screw you all the time. Thank god good bye Shaw, no more waiting on hold for over an hour and sometimes 4 hours and than being disconnected. I finally got my service with Shaw disconnected.

    Jerry 12/9/11 8:26AM
  • Bloody awfull. The only reason I have to live with this is because there's no other choice for me in my area.

    Jonas Reid 12/8/11 12:15PM
  • So I called for support - took over one hour to get through (better than the 4 hrs it used to take). I'd also emailed ecare and they came back later 3 days later citing "Sorry but we had higher than normal" volumes in this season.

    “higher than normal” ? REALLY?
    Would it be equally justifiable if I should pay my bills three days late without penalties? I have “higher than normal” bills in this season.

    95.86% negative rating on http://www.customerservicescoreboard.com/Shaw. Your “normal” is still truly disgusting and has been for six months now. and I reflected it so on the review sites.

    Doug 12/8/11 12:09PM
  • I went fro Telus to Shaw, and I am not sure that that was a good idea. Their data base for their directory assistance is insufficient. The agents are not very friendly at all. They certainly don't go out of their way to assist you. The automated system they have for the directory is just terrible. They rarely get the name of the party that you are looking for right, and give you a phone # for someone/some place that is very far off from your request.
    As for the television the remote doesn't work very well most of the times. The programs are always interupted with some transmission problems. Programs that are scheduled are not always the ones that are on. Trying to get through to Shaw cable is very difficult. I still have not been able to get my issues resolved with them as I can't reach them and they don't applear to be having a call return service this month. Movies are old alot of times and alot of repeats over and over. Not convinced that the move from telus was a good one. It took me MONTHS just to get Shaw to stop over charging me and get my bill info correct. Why are you modifying compaints that you receive???? It will be interesting to see if these issues will even be addressed.

    Anonymous 12/8/11 9:42AM
  • In the past month I have had the worst customer service I have ever received from any company anywhere. I foolishly decided to upgrade my TV bundle and phone. Unable to get a person on their 'service line' I went to their website and spent a frustrating half hour attempting to use their 'online'service without the computer forcing me to upgrade the browser which I had already done 10 times. I finally was able to get the order in and was told I would be contacted within 24 hours to confirm.TEN DAYS later I had a man call me and after much discussion he assured me the changes would go into place on December 1st.
    In the next two weeks I had at least four different people call me in reply to my original request for service. Finally on November 27th yet another person called so she confirmed that everything was going to go ahead as requested on December 1st. the only thing that went ahead was the money taken out of my account which was 62. more than I was told it would be. No upgraded service on my phone or TV. I phoned several times after that waiting for 30 to 40 minutes each time before I had to hang up.
    Finally on December 5th after 40 minutes on hold and one hour conversation with 3 technicians I was finally assured that everything was in order. The channels were set and my new phone service would come on line within 24 hours. The TV appeared to be
    fixed but the phone was useless. I could not phone out, have messages recorded etc. Today I waited TWO hours on hold before someone came on line to help me. It took him 25 minutes but he assured me the phone was fixed. I spent the time writing a two page letter to the Chairman of the Board of Directors of Shaw Communications complaining about the service. Oh yes and checking out Telus's offerings. Today I come home. Phone appears to be working fine. But now the channels are all gone from the TV set. I am now on hold again it is has been 30 minutes so far. Now I am checking out buying a satellite dish. I honestly think we should be looking at a class action against Shaw for such extreme poor service. I will also be complaining to the CRTC and Consumers Department of Canada and suggest all of us do it.

    Bax from Victoria BC 12/7/11 9:41PM
  • They did not show up for the appointment for twice now.
    I don't know what kind of customer service they have.
    Now I am on the phone for one hour.. to make another appointment.
    this represent the one of the worst customer service in the world!

    panda 12/7/11 9:33PM
  • I have found the Shaw service to be deplorable.

    My billing is wrong every month.
    I go to the downtown office to pay it each month and they always say I owe more than my written bill.
    I called to cancel Shaw today. I was on hold for 16 minutes before a young woman came on I told her how long I had waited and she laughed and said it was three hours yesterday. Then she put me on hold for another 18 minutes.All I wanted to do was cancel SHAW out of my life.
    Now they say it takes 10 days to cancel and I have to return their equipment to one of their offices.
    I am an arthritic senior without a car.
    Should I be surprised?

    upset senior 12/7/11 6:41PM
  • YOU WILL WANT TO READ THIS:

    DO NOT DO WITH SHAW DIRECT CANADA.
    What a scam

    Originally, I was with Bell.
    I spoke to Shaw Direct representative couple of times before I decided to switch to Shaw Direct. What a mistake.

    Initially, she ( Customer rep-Bonnie) asked me to pay in advance for equipment. I thought...OK...at least I don't have to pay rental. So I paid. She said that THIS NO CONTRACT YOU CAN CANCEL SERVICE ANYTIME... Again, I thought, well I paid for equipment, I will give it a try how bad can it be.

    She gave me some programming credit.

    The person who came to install the dish was amazingly professional, but he is not from Shaw Direct - as I could see few days after. He was independent contractor from Ottawa.

    Then, I received the bill, with no programming credit on it, billed $75. I freaked, so I called them.
    While waiting like ...forever, customer rep answered. I asked him about the bill, he did ficx it,but while I was waiting for customer rep...I had a bill in front of me. At the back said you ...IF YOU CANCEL THE SERVICE PRIOR 12 MONTS OF ACTIVATION DATE, YOU WILL BE CHARGED $200... WHAT??? I purchased the equipment, and I have to pay extra $200 if cancelled prior 12 months of service. That....my friends...is contract and another thing...missitrepretation. Just to sell you service...

    After I was talking to service rep about my bill, he said that if you cancel the service within 30 days of activation I would get my money back, but had to pay accumulative charges what made sence.

    Thinking...missintrepretation on part of their sales staff, wrong billing, crapy TV...ok...I guess time to go back to Bell.

    Next day I called customer service and I wanted to cancel the service, thinking 30 days money back ( their customer reps words), I will pay accumulative charges, no problem....
    Oooooooo, ........noooooo ....my friends.
    It is not 30 days anymore, it is 10 days now ( I had service for 14 days ).
    AND...I HAVE TO RETURN THE EQUIPMENT....SO WHAT I PAID ( $350 - for 3 receivers) THEY WILL KEEP, BUT IF I DON'T RETURN THE EQUIPMENT, I WILL HAVE TO PAY ADITIONAL $200.

    Waht a load of ....

    In summary...be smart and go with well establised tv providers. Yes, they might be few bucks cheper but at least they are professional and they have every little detail in ther Terms and Conditions. Shaw Direct...they have highlights and they will create the story any way just to screw you up.

    DO NOT GO WITH SHAW DIRECT.

    I don't use twitter, but it should be on it.

    Anonymous 12/6/11 8:45AM
  • service is lousy....................have been on hold for 37 minutes and still holding why don't you have a call back feature

    if i hear one more time that 'my call is important to you' i think i'll throw up

    nothing but bs

    Anonymous 12/5/11 9:10PM
  • Waiting times on the telephone are unacceptable.....Get some help ....

    norbert 12/5/11 10:04AM
  • So in Aug they said they're working on hold times of over 2hrs, In sept, it was 3hrs wait times and Oct 4hrs. Now we have loud christmas music that although well-intentional is darn right painful after 30minutes waiting on the phone. Little improvements in wait times but service still sucks once there.
    I wish there was competition but there's sadly none. We're stuck with this lousy, miserable company called Shaw that truly lies and doesn't put the customer first..

    dudleyyvr 12/5/11 9:21AM
  • I've been on hold on the phone for 20 minutes, and waiting in que on their online chat for 30+.... There's like a billion people in India and not one of them can answer the tech support line?

    ShawSucks 12/4/11 2:50PM
  • Minimum of 30 minutes on the phone to get ANY response.
    Cannot help - technician in over a week!!!!!
    This was for PHONE

    45 minutes for a response re TV, technician in a week!!!! DCT is replaced, quits in half hour,
    "cannot activate it, call back tomorrow - this is after a further 32 minute phone call. Getting angry gets grudging response.
    Half the "guide" still missing next morning. Tried VOD "NOT AVAILABLE" - 27 minutes on the phone STILL WAITING!!!!!!

    Neil 12/4/11 6:45AM
  • We placed our last service call Oct.3 and we just received a call back Dec.2. Guess what? the old call back and disconnect trick. We were laughing out loud this time 'cause we cancelled our contract Oct. 31 as we had had t.v. interruptions for several months and the crappiest service ever. They were to send us an hd receiver to solve our problems which we never received although they calimed they sent it - yeah right. We.re so happy with Videotron, our new provider. We get no more interruptions and double the amount of channels than with Shaw.
    Videotron treats its customers with respect and dignity,a -nd no wait time we're so glad to have gone back with them. Too bad they only service Quebec and New Brunswick. We had opted for Shaw when we rcvd a satelite dish as a gift 10 years ago. What a poisonous gift that was eh? Shaw Sucks.

    Shame on you Shaw!

    Dan -Montreal 12/2/11 7:26PM
  • dear customer service.when i left telus i thought that was bad .now i realise maybe telus wasnt so bad afterall.too be put on hold for over a hour and then someone answers and dosent come back thats really bad.the other think is there is no outlet here in penticton so u gotta drive to kelowna . totally unacceptable

    Anonymous 12/2/11 1:42PM
  • Anonymous... I am having the exact same problem. I was just upgraded to Broadband50 and I have been getting 0.91mbps on the shaw speedtest. I unplugged the modem only to find out that it will not connect again. Last night I tried calling technical support at 7:30pm waited for 45 minutes, then at 9:00pm waited for 45 minutes then again at 10:30pm and waited for 45 minutes. It is currently 8:03am and I have been on hold for 15 minutes. This is absolutely ridiculous!

    lintthief 12/2/11 8:05AM
  • Had an internet issue today and had someone call me back (40 mins to 1 hour). They called back and decided that a tech was required on-site. The service started working about 10 minutes later.

    I decided to cancel the service call. After waiting on the phone for 30+ minutes, and customer chat 20+ minutes, I hung them both up.

    When the tech arrives tomorrow, I'll either not be home or will send him away. Sucks to be them.

    dave 12/1/11 7:28PM
  • I have just my internet on modem from 25mbps to 50 mbps. The modem is not working and I have on hold for last 43 minutes and counting for technical support. I will be canceling my service soon .

    Anonymous 12/1/11 1:07PM
  • The problem has been on going for 1 year. Temporary fixes are made. The problem is with cable box/expander. There are techs who say they know what the problem is but don't fully understand the depth of the problem. No one will take responsibility for full correction of this problem. The techs and supervisors have been very polite and sympathetic and so have I. If the problem cannot be fixed I feel I have a right to know.
    Because of the initial cost of equipment it is very difficult to change service providers. I have computer,phone, and cable with Shaw. I have no recourse!

    Anonymous 12/1/11 10:14AM
  • Support wait times are unreal. I wonder what would happen if We deducted our time on hold from our bill??? I don't call often but I would'nt have to pay much in the end.

    Anonymous 12/1/11 8:54AM
  • Now you've buggered up the internet as my original comment disappeared into cyber space. I don't blame you - it was a doozie!! We in Salmon Arm are not paying fro what we don't get. Oh! Right - you said it was free ------- Thanks for nothing!! Past being a joke Joe!!

    Classified Kid on 3rd St. 11/30/11 2:31PM
  • I have been on hold for over 2 hours WTF and I'm changing everything to Shaw Friday after this NOT!!! I'm taking my buisness somewhere else!

    Grumpy Now! 11/30/11 12:18PM
  • YOU DONT ANSWER YOUR PHONE--EVER!! I WANT TO DISCONECT MY SERVICE AND CANT EVEN DO THAT. HOW DO I GET HOLD OF YOU--OR IS ANYONE EVEN THERE???

    FRANKY 11/30/11 10:49AM
  • They don;t answer their phones!!! Get more support or loose me and many other customers.

    What a joke!

    Joe 11/29/11 6:45PM
  • I switch will shaw for the phone. Schedule was for the morning. They show up at 12.35 pm. Technicien install the new box for the phone after they left only one of the 3 phones work. Phoned back on hold for 35 minutes set new appointment 11.40 a couple day later show up to find out they came at 10:50 I didn't know an appointment was + or - one hour. Phone back on hold with them calling me backan hour and half later. I explain the problem he took my phone number and will check with technicien to have them back today and will call me back right away this was an hour and half ago. I lost 1 and half day trust me not worth it

    Anonymous 11/29/11 2:25PM
  • Called them 5 times and every time, it took forever. I've waited 30 + in average then decided to have them call me back. I was shocked they even dare say, they'll call you back in the specific order and that was about 2-3 hours. What the fck do they think I do, sit around all day waiting for their calls. If I waited on the phone, would I have waited 2-3 hours... Its freaking ridiculous. Whenever they called me back I was away doing things. What pissed me off the most is when I finally got a hold of someone, it suddenly got cut and the faking customer service lady who called, didn't even bother to give me a call back. This is freaking ridiculous. I've also been out of some of the channels I pay for. Apparently they changed some things around the area but didn't bother to tell us anything.


    Worst service, Worst Waiting time and worst system ever.

    IamTIREDofTALKINGtoaMACHINE 11/28/11 4:52PM
  • I have made four attempts to resolve a set up error made by shaw when they recently added phone service to my account cancelling telus.
    I have had no fax line since they set this up four days ago and they can't resolve it. I was on hold today for 59minutes trying to contact their customer service.
    I regret changing over to shaw and will now cancel the entire service bundle and go to telus for everything.
    Shaw's lack of service is appalling.

    Anonymous 11/26/11 6:21PM
  • I am at 50 minutes and holding.
    It is obvious Shaw does not read the comments on this site.
    This company abuses their customers!

    Anonymous 11/25/11 11:54AM
  • I am very unhappy with Shaw services. A week ago we order 2 pvr which was supposed to be installed on a appoint,ent. however I stayed home 3 times waiting for the technicien to show up. Shaw missed 3 scheduled appointments. When i finally was able to talked to a supervisor which was very polite we finally have a technicien coming to our house on the 4th appointment. Now a week later we do not have any signal on our main TV. I called for technical service and they are unable to fix the problem unless a technician come over but the cacth is today is Friday morning and they cannot come before Tuesday. I request to talk to a Supervisor but was told no one was available to help me. I think I understand why 2 of my friend swicht provider and i am not going to give a good recommendation. My son just bought a house and I told him not to ger Shaw because of the services. Our phone have no signal at least once a month and when we have a problem no one is available to fix it in a timely manner, but however they still charge you a full amount even without a full service. So anyone there please get your service from a different provider since Shaw will not service you on time and still charge you a full amount. Not a happy customer

    Anonymous 11/25/11 11:06AM
  • I changed from Shaw to Mts I phoned the same day to cancel,handed the equipment in following week,my bill was paid up a month in advance,when I phoned and asked about a refund I was told I did'nt give a months notice so no refund.I was never told about giving a months notice when I accepted over the phone the Shaw package.I'll remember never to accept any Shaw deals in the future.

    Anonymous 11/25/11 8:30AM
  • People calling from shaw at 8.30pm and asking for promotion for their product I told them for god sake this is night time and our whole family is sleeping and they keep calling and disturbing us no body listen where we go ?

    Kb 11/24/11 10:03PM
  • I had just about forgotten how poor the customer service at shaw cable was untils I sat on hold for fourty two miutes before listening to the syrupy voice telling me how important my call was to her before finally haning up in frustration

    Anonymous 11/24/11 4:41PM
  • I changed to Shaw (TV, internet & Phone) about 4 months ago. To get technical support you have to wait on the phone about 90 minutes to reach a human being. They want to you go through the internet for trouble shooting...but what if that is your trouble? My upstairs TV still doesn't work....Shaw service guy said I should get an electrician to solve the problem as he and his company are not responsible.

    Tim 11/24/11 11:10AM
  • i went to watch t.v and without any notice non of my channels are working yet i'm still paying for cable.. and they told me if will cost 5$ a month for a box per t.v we have 6 t.vs in my house and just want normal cable on all but one. so why should i pay 30$ a month for each t.v to work this is horrible business! i think you need to rethink your ideas

    horrible 11/23/11 11:46PM
  • Yesterday I tried Shaw support online. I clicked on "Amy" on the top right corner and "Amy" directed me to a Shaw promotions page! I am SO angry! WHERE IS SHAW????

    Anonymous 11/23/11 10:11AM
  • Where do I begin? They lied to me with regards to the service they provided. They lied again to try to over up the lie. Now they won't even try to resolve the issue. At this point I will take Telus..

    Solarcoaster 11/22/11 2:00PM
  • Terrible customer service.
    ..they used to be great place to deal before .Now, totally disappointed!.

    Tony 11/22/11 11:27AM
  • I have just installed a telephone motorola box and it is humming so loud and oh so annoying. We ask Shaw to come and repair it and they can't make until tomorrow. What kind of crap is that. When our contract is over in January (6 mos) we are going to be switching to a more reliable company. We were with Telus with our phone for over 50 years and never had this problem. Either shape up or we will be shipping you out. The internet we were told if we switched to the lower speed we wouldn't even be able to tell the differance. Well I tell you it is so slow now it makes me mad. Before it was wonderful. These new programs that were suppose to be so wonderful and we would get most of the ones we had before, bull, they are not like it was before. All you are trying to do is cut down the service we had and it costs more money in the long run. Keep this up and you will for sure have lost a customer.

    Anonymous 11/21/11 7:51PM
  • Their customer service sucks. Their agent hung up on me when I demanded a supervisor for being lied to. Their loyalty agent Matt falsified my account notes. They are the WORST company to deal with for customer service and I plan to let everyone know about the horrendous way they treat loyal customers. Trust me, I wont be loyal anymore. MTS is looking much better.

    Captain Pop 11/21/11 6:40PM
  • I am beyond frustration in being put on hold forever with Shaw cable time and time again. When comparing the customer wait time with TELUS… TELUS exceeds and surpassed Shaw Cable every time. In my last three calls to Shaw the average wait time was over 15 min. With TELUS 2-3 min. Myself four of my friends and three family members have all left Shaw to TELUS, due of the wail time to talk to a Shaw service representative. I was so frustrated that I goggled the problem and here I am….. I believe any successful business has to be able to accommodate their clients in all departments. It’s too bad the that front line customer representatives for Shaw are taking all the heat for the way Shaw Corporate is handing this situation and hiding behind their front line…

    Anonymous 11/21/11 12:18PM
  • Lately, I've been having lousy telephone service with the Shaw Service - Internet Residential service primarily. I run a consulting service also, i need to have access to the internet 24/7 ... so when things are not going smoothly, i'm getting angry.

    And when i spend a whole 4 days trying to get through the line...only to talk to 3 people that cut me off ... i'm getting angrier. And that's an hour waiting for each call trying to get through. Most calls i did dial were cut off.... Is that what you call service ???? Do you think that perhaps you may have a problem???

    In the end, i didn't get any service ... the modem wasn't functioning properly i'm not sure if it was a hardware issue or network issue as it kept going down every 5 minutes and I was told to unplug the cable line & power line at the back of the modem when it happened. Now that's really fixing the issue - NOT. Needless to say, no one ever picked up my line. I was on it many times over the weekend and i got fed up completely....and they wonder why people are angry... DO YOU REALLY GET IT???? They are clueless about customer service, and the CUSTOMER is always right attitude ... they'd rather fight with their customer and hang up then actually deal with the issues at hand.

    Guess what...as a customer we have power to take our business elsewhere PERIOD. Maybe if you lose your customers due to lack of service that one pays for ... you deserve to be out-of-business ... and let the next company rise to the service instead.

    Oh and by the way, they charge you a month's fee of service in advance - for no service actually and this practice is illegal but for some reason they think they can get away with it ... guess what SHAW ... people don't have to pay you for service that is not provided PERIOD....check the law books ... idiots

    LOOKING AROUND FOR BETTER TELEPHONE & INTERNET SERVICE in the future! Strick 3 & you're out ...

    Anonymous 11/20/11 6:24PM
  • service????what service?

    this is rediculous.....i have been on the phone for one hour!!!!!!!!!!!!!!!!!.....so...just like the last time???????????
    Barb Berthelet 604-908-3205

    Anonymous 11/20/11 10:48AM
  • Shaw Customer Service is one of the worst I have encountered in 30 years!!! I am so sick of being on hold for literally more than 2 hours! I went to the office, "oh, your problem is your t.v. go home and try to fix it on your t.v.'s menu." Still did not work on hold again for more then 1 1/2 hours...no response, accidentally hung up...I so hate this service.

    jo 11/19/11 4:08PM
  • On hold for an hour with no indication of how much longer I will be on hold for. I am looking for a new ISP and am considering sat TV. Not Shaw sat!!

    Anonymous 11/19/11 1:26PM
  • I am glad to be rid of Shaw Cable. I purchased a digital aerial and now enjoy true HD TV for free.

    The queue on their customer services phone line is horrendously long. I would shudder whenever I had to call them. How dare they say that my call is important. If it was, they would hire some staff for a decent service.

    It took a full 30 minues to cancel my Shaw service. There were extensive delays as they looked up this, and verified that.

    As well, I had purchased the HD PVR box along with the service. But it was never explained to me that I could only use it with their service! Now I have a useless pVR, which I will have to sell and then look for a decent general purpose PVR. TO add insult to injury, the price of the Shaw PVR dropped by almost $200.00 about a week afyter I purchased it! Talk about gouging the customer.

    Good bye and good riddance.

    Porcilaneous 11/18/11 7:36PM
  • uninformed morons. Canadias are being ripped off. They are paying for a box that is not needed if you have fibre optic cable upgrade at your property line. customers are paying for pathetic signal on coaxial cable technology. Gateway is just a high-end rip-off of the same dinosaur technology. It is not even close to state of the art.

    tylutanic 11/18/11 7:25PM
  • Observations based on numerous attemps to contact customer "service"

    Anonymous 11/18/11 3:33PM
  • It took me a month to get any service. After a month I was forced to move.I moved Oct.15/11 and cancelled my service on Oct.11th as well as paid the bill up to that date. Today I get another bill. Service was never disconnected. Now they are going to bill me up to December 18th even though I am not there and have not been since October 15th. They also want the receiver back which I paid $103.00 cash for or they will charge me another $200.00. Not only did they not resolve my problem, they continually made offers I did not want or need.

    joannet 11/18/11 3:24PM
  • have been unable to reach shaw support for over two weeks now - i get into a phone loop and get disconnected or remain on hold til my phone dies

    Anonymous 11/18/11 11:18AM
  • I received a call from a Shaw representative today. I had ordered something and they didn’t provide me with a contract and the rep was arranging how to provide a contract for me. She mentioned that the package that I had was such that if I spent another 90 cents I’d get faster interned and several more channels. She agree to send me a list by email. I forgot to ask how I could get back to her to respond (I guess I assumed [incorrectly] that I could respond to her email) That’d be too easy.
    So deciding to take the package and needing to book a service call I decided instead of calling and being on hold for an hour or more (I’ve called before) I’d use their “ShawCustomerChat” and on line help thing. I signed on and waited. Now, I don’t think I should be expected to stare at the monitor until someone comes on, but ever few minutes I looked over. Nothing audible, so I had to keep checking….
    After 33 minutes (after checking every few minutes) I noticed that I had a response. 31 ½ minutes after signing on a clerk had come on. When I didn’t respond in 2 minutes and 41 seconds she warned that she would disconnect, in another 25 seconds she had cut me off. So she couldn’t wait 3 minutes for me, but I’m expected to either phone and be on hold for and hour or more, or use their CustomerChat (on-line help) and not look away from the monitor til they come on !!!!!!!!!!!!!!!!!!!

    my5cents 11/17/11 5:20PM
  • I definitely have a negative comment regarding Shaw's customer service. I had my phone cut off for $100.00. Also, when I had called to try to speak to a customer service person, I waited from 8:40 - 9:30 to speak to a customer service representative. Perhaps Shaw should hire more reps to handle calls. Absolutely, bad customer service

    tree 11/16/11 10:44AM
  • I live in Vernon B.C. Recently I accepted an offer that Shaw had offered.I received a statement that Einstein would have a problem figuring out.So thinking that I would have no problem reaching some one in the customer service area to help me understand how to read this statement,I found that Shaw Cable would rather have you sit with a phone glued to your ear while all these ads promoting Shaw and all their services kept repeating over and over.The irony of this every few minutes a voice would come on and say ,Please don`t hang up because your call is very important to us.What a bunch of CRAP.
    My name is Larry Stefiuk and I`m sure you would have no problem getting a hold of me.

    Anonymous 11/15/11 11:29AM
  • Pushy sales made me really angry.

    Anonymous 11/14/11 9:24PM
  • Shaw's customer service wait time must be the longest in the business - 15 minutes+
    We tried to order full service and cable installion to rural property but too expensive ($1000).
    Shaw still instructed Telus to cancel out phone and internet service.
    This is an example of very poor business practices.

    rm 11/14/11 7:34PM
  • I am really disappointed with Shaws customer contact service. The phone wait is unacceptable, the chat line wait is unacceptable and the long sequence of searches necessary to even find a way of contacting them is unacceptable. They have a close to a monopoly and so can get away with this but eventually is going to catch up with them.

    linda 11/14/11 11:12AM
  • First you cut off our service 3 weeks before our move date. Then 4 of your people state it has not been cut off. You send a technicianafter one day and note the 4 days you initially advised. The one day service took a ohe hour telepone complaint. He finds yes some one from shaw disconnected our service.??

    A week later you change our service to basic 2 weeks before our request,. Sunday 6 calls to various North Van Shaw numbers before 9;00 pm and every one is closed.

    KGD 11/13/11 10:05PM
  • I have been trying to reach Shaw for over two weeks to find out why I can't download their new virus protection program from McAfee. They say it has to be downloaded by Nov 15. (it is now Nov 13).
    It is almost impossible to reach Shaw by phone and their website is no help.
    I have been a customer for over 25 years and am very disappointed in their service over the past year. Costs keep rising as they nickel and dime us to death. What I was getting for around $90 about 8 years ago is now costing me almost $125.
    Like so many other Shaw customers I know these days, I am far from a happy camper.

    Willie 11/13/11 8:12PM
  • I have been trying to get answers from Shaw regarding the downloading of their virus protection switch from Shaw Secure to McAfee. It is almost impossible to reach them by phone these days and the e-mail answers I get are either not applicable to mu question or simply confusing. According to their website I am supposed to download this new system by November 15 or run the risk of having no protection. It is now November 13 and I still haven't had any assistance or appropriate answers.
    SHAW has dropped dramatically in my estimation and I am close to dumping them after 20+ years as a customer.
    Who is looking after the consumer's interest these days?

    Charlie B 11/13/11 7:53PM
  • During the past several weeks we (regal Terrace ,Calgary, have experienced frequent interruptions to our and Internet service. They can last for hours at a time. It is next to impossible to talk to a customer service rep. Last night we did get a call back in 45 minutes time. The rep tried some basic technical procedures before declaring that it was an area problem. We spent the rest of the evening being "teased" by the transmission coming on and off at short intervals. Still no report on this area problem-extremely unsatisfactory!

    Anonymous 11/11/11 10:01AM
  • I am so fed up with Shaw cable and this whole "digital box" business. I am technically savy and still find it complicated; I keep thinking of the largely senior population here in Victoria and how overwhelming it must be for them; there has to be a better simpler way to watch television; I am honestly thinking of giving up tv and just listening to my satellite radio which I love.
    And trying to reach tech support now takes 2-3 hours.
    One more beef...I'm trying to find the hours of operation of the Cloverdale location in Victoria on their website
    and it's impossible! what the hell!
    Added to this, I now pay Shaw about $160 a month for this hassle ..not for long!

    rainbowlou 11/11/11 9:46AM
  • Their staff are WAY undertrained for their new products. And they have far too few staff to handle their support needs.

    The Gateway system (6 Channel HD PVR) was rolled out back in June. I waited several months for them to 'get the bugs out' and get their staff up to speed. Unfortunately I was WAY too premature in buying it.

    Early October, I bought a full Gateway system from BB on sale for 40% less than Shaw charges.
    Couldn't get their on-line activation system to work. "S/N not found."
    So why tell me that I should use the on-line activation page on the in-box brochure?

    After 95 minutes on hold, I am told that I can't do a self install on the gateway.
    Nor would they put the S/Ns in the system.
    WTF?
    I am an electronics geek, LAN admin and have my own RF spectrum analyzer so know a thing or two about how to wire stuff up, but the CSR says that I MUST have it installed by Shaw. Fine, but TWO WEEKS to get an installer out. WTF?
    I spend over $1000 for a full system (6 portals + GW) and can't USE it for two weeks?? Unconsionable.

    I wired everything up before hand, so install of required MoCA filters took all of 10 minutes, then the installer spent 3 hours fighting with the Gateway/Portal trying to get them to talk to each other. Finally tried other portals I'd purchase, and they all came up just fine in minutes, but the 6th one just wouldn't.

    Installer insisted it must be a bad unit or my 'preconnecting' them messed it up, and that I should exchange it @ BB since it wasn't purchased from Shaw.
    I protested that is was THEIR equipment so THEY should handle the exchange, but he said no way Jose. So I made the trip to BB.

    After getting the replacement home, waited another 100+ minutes on chat (because I could type in the S/N to make it easier for them), and the CSR added it the to list and reset the GW, but the new portal wouldn't come up. Tried all permutations of resets but no joy. So exchanged the unit AGAIN and scheduled yet another POINTLESS site visit yet ANOTHER week later since it clearly wasn't my wiring if the other 5 boxes happily configed and work off that cable drop.

    SuperTech came out and presumed that since my wiring is fairly complex (many TV's in many rooms with many devices) that my signal levels must be bad. I insisted they were fine and when he measured them, they were indeed good to 'hot'.
    He too struggled to get the box to 'provision' with no luck. And HE had to wait 35+ minutes on hold for his 'internal' help desk (I eventually sent him on his way since it was pointless for BOTH of us to be 'waiting' for their people to do whatever they needed to do).

    If Shaw can't support their OWN techs in a timely manner, it is no wonder their customer service is so bad.

    Turns out that they had 7 serial numbers in the list and the GW can of course only handle 6. The list error was eventually fixed, but reprovioning the box (after yet another 100+ minute wait) did nothing.

    FINALLY got a call back the next day from a CSR who works exclusively with GW, and he goes, "Oh yeah, I know what the problem is. They didn't use the correct tool to do the provisioning, they should have used ....".
    He fixed the config issue in a few minutes and a reset of the portal brought it back up working.

    So one KNOWLEDGABLE CSR fixed my issue in minutes. It just took WEEKS to get to him.

    I lost THREE mornings of work waiting for Shaw to show up/call, and many hours in the evening where I HAD to stay in front of my computer to interact with chat because the front line people are NOT ADEQUATELY TRAINED for the new hardware.

    I am happy with the Gateway system (it still has some glitches but I expected as much for what it does and how new it is).
    But I am THOROUGHLY pissed off with Shaw's miserable customer support and inadequate staff training. The CSR's were polite and did the best they could with the knowledge and tools they had to work with.

    Unfortunately there is no competition to Shaw in this area, or the competiton would get my business. Shaw's customer service couldn't be worse if they TRIED!

    Their Ecare.help email responded DAYS after the issue was resolved with chat, so what's the point of using EMAIL with them?
    Even the Tech's had to wait 10's of minutes for responses to their 'internal' emails.

    If Shaw's techs can't get a prompt response for THEIR needs their ability to support customers suffers.

    Funny that they laid off 500+ people in first quarter of 2011. Guess they don't understand that a company NEEDS people to supoort their customers and to deliver the services people are PAYING for.

    AmpFan2 11/11/11 1:33AM
  • Terrible, call them to fix my phone, which wasn't hooked up properly, and get this, they messed up my internet......now neither work!

    what a joke, gonna cancel my services as soon as I can get my phone hooked up...

    Anonymous 11/10/11 7:19PM
  • Shaw has the absolute worst customer care. I've dealt with Airlines etc. who you can't even contact but Shaw eclipses them hands down!!! The biggest issue is they have the geographic monopoly so if you want true high speed you can't even quite them without downgrading the actual service delivery.

    Shaw is the best at being the worst!!! But because they have the monopoly they truly don't care.

    New 11/10/11 10:08AM
  • We were with StarChoice for years and loved the service, but it has really gone downhill. We've been trying to get a service call for ages, call and either wait for hours or have them call you back; in either case I have been disconnected several times. Finally got through and scheduled a service call for later in the afternoon, decided to leave work at noon, just to be sure, and found that they had already come and left because no one was home, so I have to start over!! I own all of my equipment and no one else (Bell, Rogers, etc.) will switch one for one so I'm stuck or out of pocket a lot of money (1 PVR and 2 HD receivers) so I've decided to stay with the intention of becoming an unprofitable customer. I want to try and cost them more than I pay them. Anyone have any ideas?

    Upset in Waterloo 11/10/11 7:36AM
  • I'm absolutely appalled at the service. Any other company that gave such horrible service would be out of business.

    I've been trying for 2.5 MONTHS, that right 2.5 Months to get my mother home phone connected.
    I've called them at least 20 times and when they say they will call back with an appointment NO ONE DOES! Then the whole process starts again.

    It's like the left foot doesn't know what the right foot is doing.

    I'm going to try and get an appointment today and if I don't get any sucess, I'm going back to TELUS!

    Totally Frustrated

    Totally Frustrated 11/9/11 10:29AM
  • tell me this why is it i pay for a service and can not even watch a hockey game that you say is on when you have a variety of sports channels.channel 47 has been displaying hockey games since it started this year and i have not yet been able to watch a game yet on this channel why i have to ask my self considering they probably are showing it on channel 218 can you answer this for me?

    Anonymous 11/8/11 6:49PM
  • Took me 4 hours to get on the phone... And this wasn't during peak hours either.

    Anonymous 11/6/11 3:13PM
  • What did you do to my phone service?
    Just had Shaw Home Phone/internet installed,and my phone line is not working properly.Can only make outgoing calls,and why did you change my phone #
    Have been unable to reach any Shaw customer representative on the phone for 3days now

    Anonymous 11/6/11 11:49AM
  • I AM TOTALLY DISGUSTED WITH SHAW IN GENERAL. THE CUSTOMER SERVICE IS APPALLINGLY BAD, BAD, AWFUL, DISGUSTING, RUDE, AND UNCARING. RUDE ANSWERS, AND MOUTHY, AGRESSIVE, BOSSY, DICTATORIAL INDIVIDUALS ARE OBVIOUSLY VERY RELUCTANTLY TALKING TO US (WHEN WE FINALLY CAN GET THROUGH), THAT IS, WE THE CUSTOMERS. SHAW'S EMPLOYEES MUST NOT LOSE SIGHT OF THE FACT THAT THEY ARE IN OUR SERVICE, WE ACTUALLY PAY THEIR SALARIES, AS WITHOUT CUSTOMERS THERE IS SIMPLY -NO JOB AND NO COMPANY - PERIOD!!!!!!!!!

    WAKE UP, SHAW, GET YOUR ACT TOGETHER, AS YOU HAVE TODAY SUCCEEDED IN LOSING ONE MORE CUSTOMER - I HAVE HAD IT WITH YOU!!!!!!! YOU HAVE AGGRAVATED ME TO SUCH A POINT THAT I WAS FORCED TO TAKE A TRANQUILIZER TO CALM DOWN, WHAT A SORRY PERFORMANCE ON YOUR PART............YOU RUINED MY DAY.

    LILLYDIEREX 11/5/11 4:35PM
  • i am a very unsatisfied customer. i did visit shaws on main street in bangor maine.and my check was not excepted. why? i will never shop there again. i will do my shoping at hannaford.

    Anonymous 11/4/11 2:19PM
  • Useless post sales support. Takes hours and hours to get things fixed.

    Dudley 11/4/11 10:10AM
  • Have phoned several times for customer support (major effort to find a phone number - they've buried them so you have to dig). Have NEVER actually spoken to a customer service rep. Waited 20 minutes 8 seconds last time - finally hung up. If you want to sign up for their service, they answer right away - otherwise, you'll never speak to a live person again.

    cofo 11/2/11 8:54PM
  • Me and my brother just cancelled our subscription to Shaw Direct because there is simply no service for troubleshooting in our area. We called for repair service many times over and on the phone they make us wait for hours. And when we reach at last someone, they just make us believe they wanna help. The repairman, even when we call for service in my area simple doesn't show up! We've had enough. We did not get our money's worth and they have CUT the service before the current month's deadline. This is crap, period! We've had enough. We said goodbye to it all!

    Franglo 11/1/11 10:55AM
  • We cancelled our service Oct. 30. Asked for a call back option and mentioned our name and cancel service. They then called and asked why are we cancelling, we told them because they never sent us the HD receiver that they were to send us on Oct. 3 , the last time we called them and that we're not happy with their service. They then claim that they sent it through Purolator but we must not have been home. This is pure B.S. we never received a delivery notice and we happen to work so that we can affor to pay Shaw. What kind of service is this? if they truly did send the receiver, arent' they supposed to notify us that the delivery failed. Oh no, let the poor customer keep paying until they try to get through to Shaw to find out what's going on. We got Videotron installed yesterday, Oct. 30 and are so happy to have gotten rid of Shaw. Of course Shaw now claim that they need 30 days notice to cancel the service and that we'll be charged and additional month. We have paid them close to $10,000.00 in 8 plus years of deealing with them and placed a call once to customer service in all of those years, and this is the service they gave us - no service plus wasting our precious time on hold and adding to our frustration. I hope they go out of business soon, that's what they deserve.

    Dan- Montreal 10/31/11 9:48AM
  • This is one really horrible Company to do business with, When they were Star Choice they were just super great and accommedating, now they are just RUDE and down right crooked. Trying to cancel my service and they keep trying to dig up more money while accusing me of trying to rip them off by going to another company. Fat chance there, Rogers is just as bad, and telus I suspect is not much better. They did everything except swear at me. Just horrible, horrible people. I am not finished either, looks like I am off to the ombudsman. And a few letters to my MP and MLA as well. I hope everyone who has this problem does the same.

    Mad as heck in BC 10/31/11 7:33AM
  • I have several shaw products in my home and have been trying to upgrade them over the last for months. Each time I have tried the ability to reach anyone to help has been astounding. This last time I thought I would try the new online activation service with, which simply put my computer on hold for over 3 hours. Never did reach anyone. Digital box went back to the store.

    Anonymous 10/30/11 8:14PM
  • I had a problem with my "BILL" [statement] on several occasions and had an extremely difficult time trying to resolve the confusing info that was on it. After several attempts at diplomacy with the people at the Shaw station on Pemberton and trying to keep from reaching the boiling point and getting nowhere I left with the vow to decipher my bill before I paid them a cent. I got the feeling from customer service, while I was there with other people in line that somehow I was a loser malcontent for not just paying up. It was embarrassing at first......then I realized that was the game if you questioned them.
    You are not doing them a favor by disputing them with a trail of potential customers all listening in to your grievances. One of there agents actually snickered while I was talking to the man beside her. Now.... I don't like being made a fool of and addressed her directly, as matter of factly and coldly as I could muster which I could tell surprised and dissolved her complacency.
    When I did leave with an armload of back statements, a woman who had been in the line next to me [very timid] came after me and told me she was going through the same thing and that they made it as hard as possible to figure out her bill and that she had " the uneasy feeling that it wasn't right".
    Several days later after looking on their website and not getting anywhere and going through all the stuff I called customer service and they gave me a
    a different and lower number.
    I went back into the Permberton Station on Marine and paid the rate I was given over the phone. The tone was definitely different.
    You can not dispute a bill unless you have some backup and they are counting on you just giving up and getting it over with. I feel they hijack your services and hold it for ransom till you pay up an arbitrary and outrageous sum of money. SO....
    The bill is printed up "anti-linear"- the banks do that too-if you ask them for a printout of your statements, at almost the middle of the month to make it difficult to sort it out.

    Anonymous 10/29/11 12:01PM
  • Very well said Notjustangry. Pimps of television, phone and internet all right. Thanks for your post. It's either change providers or get a nervous breakdown dealing with those sharks.Will email Shaw cancellation request as we can't get through phoning customer service, ain't none, we whaill print this email and fax it to Shaw and attach faxed email and confirmation of fax receipt to our next Shaw bill which we won't pay. If Shaw's fax don't work, we will send all docs to Consumer Protection. New provider coming tomorrow - called themyesterday, no wait time on the phone. Awesome eh!

    Bye Bye Shaw sharks - ShawSucks Big Time.

    Dan - Montreal 10/29/11 10:42AM
  • Some suggestions to Shaw to add to their sicking messages they give while you are waiting:

    “Welcome to Shaw. All customer lines are busy. If you are calling about an internet or television reception issue and have rebooted your modem,PVR and/or digital box – please hang up – the issue will likely be fixed before you get through to customer service and if not, customer service won’t be able to assist you. “

    “Welcome to Shaw. All customer lines are busy. If you are calling about ordering service from Shaw, take it from thousands of pre-existing customers – just DON’T! Quickly hang up and give your head a shake! Do you have any idea what you going to get yourself into?

    “Welcome to Shaw. All customer lines are busy. We are currently experiencing unexpected high volumes (since 2009) and the wait time will be longer than the usual 60 to 80 minutes. “Please call back next year to see if there have been any changes in this unexpected high volume we are currently experiencing.”

    “Welcome to Shaw” Let’s play what comes first?

    Will we wear you out and you will finally give up and be outlasted by our fantastic customer service or will you luck out and finally speak to someone but you’ve been on the line listening to the other messages for so long that you have completely forgotten what you called about?

    Will you finally get though and feel momentarily like you just won the lottery only to hear the click of the famous SHAW disconnect?

    Will you finally get through and have the person you are speaking to say oh, you called the right number – it’s just not my department so I can’t help you out, but I’ll try transferring you back into the waiting cue. “

    Will you suffer the traumatizing wait and finally be able to speak to one of these mysterious “customer service” rep’s only to have the battery in your phone start beeping because you have been on hold for so long?” 50 bucks says it’s a Shaw Home Phone!

    “Welcome to Shaw. If you are calling about your home phone from a friends or relatives home have you warned them how long you might be tying up their line? Have you made arrangements on splitting the rent or being added to the lease?

    “Welcome to Shaw – do yourself a favor – hang up now and preserve your sanity, your happiness, your health and most importantly your youth. You really do have better things to do than spending virtually hours pursuing us to give us your business.” You damn bunch of sheep and cows, no wonder we show you so little respect.”

    “Welcome to Shaw the “pimps” of the cablevision, internet and telephone providers of Canada. Believe us if you like being “screwed” and paying for it at the same time, you’ve come to right place.”

    notjustangry 10/28/11 2:44PM
  • So happy, Videotron is coming on Sunday to install our cable t.v. for 1/2 the price of what Shark Direct is charging its customers who they treat like crap. We're so happy to get rid of these ruthless people. Now the big challenge will be to cancel with you, you better not piss us off anymore or we'll take you to court you money hungry enraged lying capitalists. Let's hope justice will prevail and you'll close down soon. Funny how those so called "positive reviews- comments " are actually negative if you take the time to read them.

    Dan - Monteral 10/28/11 12:27PM
  • omg does anyone work there? please feed the gerbils.... maybe they will come back. perhaps lend some credibility to your pitiful company. I shop local but am totally embarrassed by your flagrant disregard of your customers. ciao.... hello rogers or telus

    yeah right 10/27/11 10:32PM
  • SUBJECT: SHAW GATEWAY / HOME PORTAL INSTALLATION OCT 2011

    BACKGROUND: A few weeks ago, my PACE PVR crashed, and wiped out all of our pre-recorded selections. Since then, it has crashed at least once daily – often while we were watching a program. I called SHAW, and after an extended wait, was told “try plugging it in somewhere else”. Which didn’t work, but got me thinking about the new SHAW GATEWAY system.

    I looked it up on the SHAW Website – and ordered it on-line. I was informed that someone from SHAW would call to confirm the order. After several days went by and no one called, I noted that VISIONS and FUTURE SHOP had the items on-sale. On Wednesday, October 19 I purchased the items from FUTURE SHOP and was told to call SHAW for installation.

    I called SHAW and explained what I had done. The SHAW Rep offered me an installation time the next day, Thursday, but I couldn’t be there, and so we chose Friday 2-4pm for the install.

    PROBLEM: I had to temporarily move a great deal of plants and decoration to get access to the areas required for installation, which we did before 2pm Friday. By 5pm we had not seen or heard from SHAW, so I decided to contact SHAW via On-Line Chat at 5pm.

    After a 27 minute wait, a person named ‘Sonja’ contacted me, requesting ‘proof of existence’ – then I was able to ask ‘what happened to my installers?’. Some 16 minutes later – Sonja admitted that “my request was given to personnel un-equipped/trained for that work, so they didn’t come.

    I then pointed out to Sonja that in my career as a businessman, if I made an appointment with someone, and couldn’t make it – I would call and make other arrangements, rather than leave the poor s.o.b. sitting waiting. Also – if I didn’t do that – I would be FIRED!

    RESOLUTION? Sonja then said “sorry about that” and would I like to re-schedule the work? I said “YES!”, and Sonja came back with “we can have a crew there November 22 – morning or afternoon”.

    WHAT THE HELL? 31 days later? I replied that I would instead look at removing SHAW and find another supplier for my needs. Sonja said “too bad … “ and we ended the ‘conversation’ after 1 hour.
    WHAT TO DO: So now I have spent hours being harassed by SHAW equipment, shopping for new equipment, re-arranging my décor, waiting on phones/chat, reviewing what other vendors have, thinking about what a pain to change-over to other stuff, how much it would cost, what to do with my existing 3 PVR’s. AND how was I going to ‘punish’ SHAW for their lack of any effort to deal with their customer’s anguish?
    Well, I'll start by switching. Then I'll take part in A LOT of lobbying to get rid of SHAW from the Canadian scene and get as many customers as possible to do likewise. The only thing SHAW understands is $$$ in their pockets - and Damn The Customer.

    hellzoldfart 10/26/11 11:34PM
  • Redicolous service customer service even after being with them for 10 years!

    6018Avanidiot 10/26/11 4:03PM
  • they screw up and disconnect my service "by accident" and I have to wait 4 hours on hold to een talk to someone?

    what am i paying $2716723164371634186.00 a month for eh?

    get yourselves together man. the phone is telling me that you are hiring, and several people have told me your goal is to have wait times under 2 minutes. you're gonna have to do a hell of a lot of hiring.

    hazel 10/25/11 6:29PM
  • My problem(s):
    1. Customer service is impossible to reach - tried 3 times and waited on line for over 2+hrs each time.
    2. Billing is inaccurate. Customer service tells you one amount and billing dept sends bill in different amount.
    3. Cancellation - being charged for an additional month after cancelling account.
    4. Inundated with sales flyers, letters, calls to "occupant". Asked Shaw to have this stopped - didn't happen.
    5. TV programs often interupted by static and broken images.

    Anonymous 10/25/11 6:13PM
  • I posted comments on Oct. 4 about it taking 3 days to get a call back from Shaw and that they sucked my husband into agreeing that they send us a new HD receiver for an additional $25.00 which will solve our satellite tv interruption and here we are, 21 days later, no receiver yet and constant tv interruptions. Yet the bill is never delayed and paying $93.00 monthly for basic package. Bye Bye Shaw Bucks Sucks and hello Videotron. Well be paying 1/2 the price with more channels.

    Dan - Montreal 10/25/11 3:31PM
  • When trying to upgrade to the new Gateway PVR I was told by 2 different Shaw call centre employees that I "have no loyalty" with them after 8 years of being a customer and paying over $10,000 in monthly payments over that time period. This is after waiting for call backs for 3-4hours.
    Also, I told them about the interruptions in my service and I was told it was my technology. No apologies and no attempt to figure out the problem.
    I called back and asked to speak to a manager because I thought they deserved to know why they are losing a customer to Telus. After waiting 3 1/2hours they told me the manager would call me back within an hour. 2 weeks later no call back.
    I will be switching my services to Telus. A company who treats it's customers this way should be out of business. It's despicable.
    Too bad for them because we likely would have stayed with them for another 40 years which would be about $50,000 in services.

    Anonymous 10/25/11 11:51AM
  • SHAW was the best service provider in 2005-2006 when I first initiated their service in Edmonton. Now they have no advantage over Telus and in fact seem to be even worse. I went with SHAW initially because of the customer service, but now I am looking for my exit with them after nearly 7. They just don't care about their clients and their poor customer serivce now clearly indicates that. They used to be great, but not anymore.

    dweisger 10/25/11 11:38AM
  • I terminated Shaw service on Sept 21, and returned all the equipment on the same day. On october 16, I got bill from Shaw showing the charge for the equipment. I called the customer service, I was told that they are not gonna charge me for the equipment and then I provided them with my credit card number. This week I checked my credit card records and found that they not only charged me the real bill, but also charged me the equipment. Making call to Shaw is always a disaster. It takes so long and even there is call back service, you have to stay at home waiting for call back. The worst is that the person answer the call transfers to other department, you have to wait on line again. Finally I talked with the right person, the lady said she is gonna make credit to my account, it might take a week. I asked her to repeat what she said, and she got impatient. Whether or not the credit will come to my account within the week, I do not know. I just hate so much to call them again. I will just call my credit card company to make a chargeback if I do not receive the credit within the week.

    Rosee 10/24/11 9:06PM
  • Still out since early hours of Oct 23 almost
    3:00pm Oct 24/2011 now and no service!
    I am lucky I can use a friends Telus service
    for now as it is working just across the street. lol

    Ray 10/24/11 2:51PM
  • I got the digital TV box.

    Now, I want to cancel TV. Shaw informs me I have to bring the box in before they can cancel. I ask if they can pick it up - they respond that they could but they can't give me a time, I would have to wait around..

    I ask if there is a good time to come in, because every time I have gone in there is a big line that moves very slowly. They tell me there is a separate equipment return line that is short and quick.

    Get to the store, no equipment return line. Four people working, but only two working with customers. In the ten minutes I am there they processed 1 person - with 8 in front of me, I leave.

    About to call to demand they pick it up... I mean is this even legal?

    PK in Victoria 10/24/11 11:51AM
  • Service went out Oct 23 and still out Oct24/2011 I think there to cheep to pay the overtime to fix the problem on the weekend
    hope they will get it done soon no TV Internet
    or Phone I think it's time to go to a new provider maybe?

    Ray 10/24/11 12:44AM
  • Oct 23rd Outage in Langley all day and still out .... Customer Service impossible to reach and phone update message way to infrequent (8hours out at least..). Unbelievable for a large company.

    pathway 10/23/11 11:29PM
  • 3 hours phone wait time and counting....what a joke! Frozen digital tv screen and heavily pixated which only needs a new network setting taking only 1 minute time. Only problem is that I needed it only one week ago. Had to wait only 1 hour then. Technical difficulties are one thing but extemely poor customer service is quite another. We need more competition in Canada.

    drdave 10/23/11 8:57PM
  • I loked at the news on the morning of the
    10/18/11, as I was leaving for work, I saw the Shaw Van & employees working on the building next door. When I returned home, my TV was not working-NO SIGNAL.I phoned twice for approx. 2 hours & was told that
    no one can come out before 10/25/11.
    I think, I was disconnected by error, no outstanding balance, NO TV For a week, while I am paying for a month.

    Nick 10/23/11 12:55PM
  • trying to get a call back from shaw is a long process. the 11 to 17 minutes us now 1 hour and 47 minutes. Even the web customer chat doesn't answer. It is disgusting.

    captden 10/23/11 8:48AM
  • DISCONNECT WITHIN SHAW STAFF

    My yesterday comment on the disconnect in Shaw between the desk officials and technical support team has been deleted.

    it is my fourth day of getting stuck on the telephone waiting to get attention from Shaw - it has been a minimum of an hour and twice more than two hours. when i did get connected, the official asks me to wait and switches my call to the customer service again, which leads to a call back / waiting time again. Today i have spoken to two officials and still waiting for action since over three hours.

    What a disaster!

    sai 10/21/11 2:56PM
  • When I disconnected my internet I asked the customer service representative (at Cordova St Shaw Tower) Do I owe anything else is everything squared away. She said all is okay and cancelled. A few weeks later I get a notice that I have a credit to my account. A couple of weeks after that I thought I might reconsider and get the internet again. I did and was told that my previous account had a balance of almost $50.00 owing. I have refused to pay this and now my internet is off but so is my cable (which my building manager pays for). Any ideas how I can go after these guys legally. Is there a Cable Service Providers Association that I can contact? What does this have to do with customer service - everything....I was lied to. Please send all responses to heavensgatekeeper2003@hotmail.com Thanks.

    Chizuka 10/20/11 6:53PM
  • It's ironic that it is called customer service when it should be called customer annoyance. You wait for up to an hour for a customer service person who then tells you that you need to speak with someone else and then puts you on hold again.
    The recall service is often not offered to customers and they are required to listen to god-awful music while being told that you are very important to Shaw. Can you imagine what they would do if you were not important to them!!!!
    Nope, it's time to find another provider, Shaw has really disappointed us.

    One must assume that the management responsible for administrating customer service truly do not have a clue about what constitutes customer service.

    Brian 10/20/11 3:25PM
  • This system sucks thAT YOU REQUIRE TO PAY $23.00 CANADIAN TO GET A SIMPLE ANSWER THAT THE HELP DESK AT THE CALL CENTRE COULD ANSWER. i AM IN HOSPITAL AND CAN NO FIND SHAW PHONE # TO CALL THE CALL CENTRE WITHOUT LONG DISTANC. LIFE LEAKES IS WHAT THIS HAS BECOME.

    Anonymous 10/19/11 8:18PM
  • I have the same issue, just apply shaw package, soon enough, the phone system only works for an hour and is down, call them and wait for 3 hours on the phone and still can't get any one answer the phone, my sister have to drive down to their office and want to talk to the service people, she said the line up is worst than the bank, finally they said we have to wait for couple days before they can have technician to fix my home phone problem. Totally unacceptable service. If they can't fix the problem, will call Telus next day.

    Anonymous 10/19/11 2:40PM
  • Impossible to get ahold of anyone. It's like they don't want our business

    Anonymous 10/19/11 2:13PM
  • takes hours to get mail or phone help,understandable when u only hire one persom for n. america,anyway i do not want my password remembered in webmail and i cannot delete it,why is that.i like to sign in myself,also i have error0x80070057 that the worlds best brains cant get rid of. please help or im outta shaw

    marion 10/18/11 5:03PM

  • After spending 93 minutes on hold, I did get through to someone. Not a lot of help though. No, I haven't found a signal, funny though it has reset my clock to the right time. I'm about to cancel the account all together now. Paying $100 monthly for no signal. It will cost me at least $300 to get someone here to look at it. Oh Well, I guess that's the almighty corporate thinking. Nobody cares about the individual, but if I could get a thousand people to listen, maybe then. It's hard to believe that Shaw won an award for the customer service you give. I'll be starting the Facebook page "Boycott Shaw Direct" as soon as I can....

    Anonymous 10/18/11 8:55AM
  • Shaw home phone service installed a week ago,and ported over a wrong number. After several phone calls and hours of waiting as well as personal visit the problem persists. Shaw has no customer service that we can contact or that follows up as they promise.
    Absolutely dismal, never consider using this provider!

    Mark 10/17/11 7:23PM
  • customer support/technical support people in Shaw are no longer customer oriented. Find them rude now. Very seldom you run into good rep.

    gvasudev 10/17/11 3:54PM
  • Shaw customer service by phone is terrible. waited 36 minutes and gave up. I wrote an email complaining about the wait and non completion to shaw customer service. It took them 12 days to reply with excuses of being busy. Trying again today, not getting anywhere!

    Tickedoff 10/17/11 2:56PM
  • Been a shaw customer for 12 years .. asked if I could get the broadband intro price for 6 months .. rep said no can do .. I am pretty upset..

    jaked 10/17/11 12:14PM
  • Shaw's service is terrible, you cant reach them for important matters when you need them! Hours of waiting each time. I finally switched over to Telus and am saving about $50.00 each month for each of 6 months, also getting free movie channels for 3 months. They are also faster to get in touch with and I love their programming features.
    (Shaw did charge me for not giving at least 15 days notice though, so watch out for that if you are thinking of switching to a place with decent service)

    melbuy 10/17/11 11:17AM
  • i got hired at shaw plant 81 on 7/3/11 started on 7/5/11 got told as long as i was there and done my job i'd have a job what a lieing company this is..they told me that they had to shut 3rd shift down at my plant and the personal woman promised me a creelers job at same plant i said ok it was 3rd shift i was on 1st. but i was willing to take cut in pay and diffrent shift.well i wasjust glad to still be able to work 2 days before i was going on 3rd they came told me i was laid off permently.. what kind of place does that shaw is a sorry place to work they do people very dirty. and word of mouth can hurt them ive got a famliy that needs the money. do they CARE DONT THINK SO!!

    trichards50 10/17/11 10:13AM
  • Waited 4 hours to talk to someone re phone problems . I find that I am really thinking of leaving shaw. The wait time is not acceptable . I had to go to the office and say that I was going to leave before I got help .
    They came and fixed it after about 2 months and now my intercom is not working ,I hate the thought of calling or even going to them again.

    linda 10/17/11 9:30AM
  • It took me a week to reach anyone. I would spend 2 to 3 hours waiting on the phone--only to get disconnected.

    onthephone 10/16/11 8:32PM
  • The company itself seems stretched... poor customer service quite often, long wait times, etc.

    BUT... the actual front-end people have always been, and continue to be, good people, with the goal of helping you as quickly as they can.

    Basically, reachability = poor

    But when you do touch base with someone, they generally do a good-to-great job.

    Shawn 10/16/11 8:20PM
  • For the past 2 weeks I have been trying to get ahold of Shaw either by phone or online (chat). As I now have found out no one can!

    I have 2 simple questions:

    1. I wanted to purchase additional services and tried to online but ws told to contact Shaw.
    2. 2 of my HD channels will not lead.

    I will wait a bit longer however other carriers seem to want my business and are offering perks to get it. Shaw is not living up to it's end of the contract so far.

    Anonymous 10/16/11 5:42PM
  • Just called as several HD channels are not working... Apparently I will receive a call back in "more than 4 hours"!!!! Thanks for the help, what a disgrace.

    frustraited 10/16/11 11:14AM
  • On Hold last PM for over 2 hours and on hold now over a half hour. Unable to activae my digital PVR through the computer . Shaw at one time had great cusumer service. No longer feel that way. Can see a change looming in the future. unable to rate as no one will answer.

    Anonymous 10/16/11 6:47AM
  • Hideous support and service!

    This company is incredibly underhanded with regards to it's service. It lies to customers about it's network capabilities and makes erroneous false claims. We've had constant interruptions of basic TV and phone service at least every month and sub-par speeds and down mail servers.

    - The next issue will go to directly to BIG media. The advertisements of fastest speed are a serious bad joke!

    Seoul_CJW 10/16/11 2:14AM
  • They regularly oversell their network rather than turning down new customers. They fired a whole bunch of seasoned support people earlier this year to cut costs. Now customers have 2+ hour wait on phones trying to contact support. They are supposedly hiring new green support people but frustration still is at extreme with the customers.

    Fed 10/15/11 10:59PM
  • On hold for 2hours and 38 minutes so far. They did not advise how long the wait was. Service sucks. Will look for a new provider as I would like to talk to a real person. My time is valuable as well!

    Luigi 10/15/11 10:47AM
  • Shaw DVR has been out for a week. The phone call back was over 5 hours. After one hour on the phone , no luck.
    The wait time for a service call is over one week. How do they maintain a license?

    roy gaetz 10/14/11 7:57PM
  • The move from analogue to digital was forced upon us. I let Shaw know that I will stay if they do not increase my costs for them to go digital. The increase was 20%. They suck. Some idiot from Shaw keeps repeating his explination and will not agree they made a mistake and will not honor a promise made by a Shaw employee. Good Bye.

    Cameron 10/14/11 4:19PM
  • Well, here I am again - waiting for a Shaw representative to answer the telephone (37 minutes so far). Before Shaw bought Mountain Cable, my calls were answered on the second ring. Can you imagine if every call you made took that long to pick up? Why is Shaw so special? - because Shaw doesn't care AND their management simply won't hire enough staff to handle the inquiries. And why are there so many inquiries - because their service and billing is so complex. I can't understand how my bill is compiled even though I've called on several occasions in the past. You have to be an accountant to figure it out & even then I'm not sure if it's clear!

    Do I have to put in a satellite TV system & go back to Bell for phone service & internet?

    How low can I rate Shaw?

    FRUSTRATED 10/14/11 2:25PM
  • I don't know what's happened to the Shaw company lately; did they send their customer service centre off-shore? We have been with Shaw for years and never had a problem until recently. And now, like many of the other posts on this website, we can't get through to the company to get it fixed. I will be filing a complaint with the CRTC. There is no way a company that can't provide adequate customer service should be allowed to operate.

    DLC, Calgary 10/11/11 8:26PM
  • a 4-hour wait for a call-back???? that is so ridiculous.
    but the bills keep coming.
    i hate shaw

    Anonymous 10/11/11 7:42PM
  • 4+ hour wait times on existing and new customer lines??? you've got to be kidding me. took an entire day to get a hold of someone, after being hung up on 2x to make a simple change to our cable plan, and we were promised channels we don't get. now trying to call to move service to our new home... should I just call the competition and move the service that way... get your act together shaw and hire some staff who are knowledgeable about your services!

    shawsux 10/11/11 11:27AM
  • I'm so sorry to hear that so many customers are dissatisfied includubg us. We have had interruptions to our t.v.reception with Shaw for months now and have still been getting charged the full amount on monthly bills. No delays or waiting time as far as the bill is concerned as the benefit is theirs of course. I have decided to make a formal complaint in writing to our consumer protection here in Montreal because all of this verbal stuff would not stand in court. That's how they're getting away with this. I encourage all customers getting ripped off to do the same. Put it in writing and report them as well as this website.It seems we're living the dark ages people, but truly, we have to document our complaints from now on and forward them to the media or to consumer protection and demand a refund for all of these issues that are not resolved. Our time is just as precious as theirs, who do they think they are that our time and money does not matter.

    Dan 10/11/11 9:42AM
  • its been 2 weeks of calling and emails and even their pathetic chat. NADA! We are moving and need to transfer.. simple enough.. now its a complete cancelation... do not waste your money with them NOR Telus... apparently they both suck

    changingserviceprovider 10/10/11 5:31PM
  • lately we have had several-unexplained interuptions in email service-with no warnings-notifications from your company. For what we pay for the use of your server-this is totally unacceptable. 1 hr it works the next 3 it won't -ond day it works the next day it doesn't-seems a lot of my friends and family are experiencing the same thing-so it isn't my computer ! At times-it won't send or receive-comes up "error" then it will receive but not send-annoying and very frustrating !

    Anonymous 10/10/11 9:58AM
  • my expierience with shaw yesterday was so bad I think the employees are having a work to rule campaigne and doing what they can to sabotage good service or if not that then someone from my past who hates me has become an employee of shaw and is trying to drive me out of my mind.
    and it aLL BEGAN WITH AN INSTALLATION WE SAVED FOR A LONG TIME (HD BOX )....WHICH WAS VERY HURRIED AND NOT VERY INFORMATIVE AND I HAD TO MOVE THE hd BOX AS IT WAS IN TOO CONFINED AN AREA AND WAS OVERHEATING AND HE LEFT ANOTHER TV WHICH WAS HOOKED UP TO A TV IN THE KITCHEN DISCONNECTED AND I CONNECTED IT MYSELF WHICH MAY OR MAY NOT HAVE BEEN A GOOD IDEA , PERHAPS THERE WAS A GOOD REASON FOR HIM NOT HOOKING IT UP BUT WE WERE NOT INFORMED OF IT .
    THEN I WENT TO WORK FOR A FEW HOURS AND WHEN I CAME HOME THE TV WAS OFF LINE AND THE SCREEN SAID 'SHOULD BE BACK IN A MOMENT' . AFTER WAITING 2 HOURS I THEN BEGAN TO TELEPHONE SHAW FOR HELP ...BIG MISTAKE ...TOOK FOREVER TO CONTACT ANYONE AT SHAW THEN PUT ON HOLD FOR A 4 HOUR CALLBACK ...CALLED BACK AFTER ABOUT 3 HOURS AND THEN TRANSFEERED TO TECHNICAL AND PUT ON HOLD FOR MANY MANY MANY MORE HOURS UNTIL FINALLY IT SAID OUR OFFICE IS NOW CLOSED--- AND THEN WE COULD NOT DISCONECT THE PHONE FROM SHAW AND LISTENED TO THE ON HOLD MUSIC FOR HOURS AND HOURS LONGER AND WE COULD NOT CALL OUT NOR COULD WE LET ANYONE INTO THE BUILDING AS IT IS CONNECTED THROUGH THE PHONE -THEN FINALLY MUCH LATER SOMEONE FROM SHAW CALLED AND MADE AN APPOINTMENT FOR A SERVICE CALL !!NEXT SUNDAY AT 08:00 AND WE ARE TO BE PREPARED TO PAY ( WHICH IS NOT EASY AS WE ARE POOR ) AND PAY FOR WHAT I ASK -- GOOD SERVICE !!, TRIED GETTING SOMEONE VIA INTERNET ALSO AND NO LUCK ...SHAWS SERVER WAS DOWN I GUESS ...BUT THE CALL FROM SHAW FIXED THE PHONE ( IT TOOK 4 OR 5 HOURS TO ACCIDENTALLY FIX IT BUT IT WAS FIXED !
    THIS SOUNDS LIKE AN BIG STORY OR A FUNNY STORY I REALIZE BUT IT IS EVEN MORE TRUE THAN THIS TELLS !
    WE HAD HD SERVICE FOR A FEW DAYS AND LOVED IT BUT IS IT WORTH THE PAIN AND ANGST ---DOES NOT LOOK LIKE IT SO FAR !

    SICK UP AND FED 10/9/11 1:26PM
  • we had shaw HD installed recently and when I came home yesterday it was off saying it should be back soon .after about 2 hrs. i called shaw & was put on hold , then put on a 4 hr. callback ...then after about 3 hours shaw called back and put me on hold again .after many more hrs. they said the office is closed now and that was that no where to go for help!eventually someone did call and we tried a few things that did not work and was put on a service list for next sunday at 08:00and was told we had to pay ...pay for what -pay for no service ,bad service ,frustration ,no TV,
    the installer was in a real big hurry and installed the HD box in too tight a space and it was overheating and I had to move it , which I did while we had no signal .
    I spent hous ...most of my Saturday trying to get some sort of help or service or even an answer from someone for something ...no luck .Even contacting Shaw via internet was futile !
    really am dissatisfied with Shaw and soon will get to the point of being disgusted and totally fed up with SHAW AND NEVER , EVER WANT TO HAVE ANY BUSINESS DEALING WITH SHAW AGAIN.
    THIS IS OUR ONLY SOURCE OF RELAXATION AND ENJOYMENT AND WHEN IT SUCKS IT REALLY SUCKS BIG ! AND THUS FAR IT IS REALLY BAD !
    AND HOW CAN WE POSSIBLY PAY FOR A SERVICE CALL ON A BRAND NEW INSTALLATION AND WHY WOULD WE AFTER THE EXAPMLE OF THE REALLY POOR SERVICE WE CAN EXPECT FROM SHAW

    Sick Up And Fed 10/9/11 11:54AM
  • We're moving house so we called Shaw to arrange hook up at our new place. Here's the short version of our dealings with them:

    Call 1: My wife called to arrange an appointment. but the call went by so quickly that she was suspicious they got all the details. Since we're moving from Burnaby to Vancouver we were expecting to be required to move to a new phone number. The rep didn't mention this and seemed like she couldn't wait to get off the phone.

    Call 2: Lucky my wife called back because her suspicions were confirmed. The Rep on first call missed some major details. My wife ended the call with an appointment arranged and site happy. She agreed to call back with our new buzzer code for our new place, once we had it.

    Call3: When my wife called back with the buzzer code, the rep said he had no record of the orginal appointment in the system and that best he could do was make another appointment but 2 days later (apparently it had something to do with the hook up taking 125 minutes to complete so it couldn't be done within the 2 hour time slot wtf???).

    When asked to be put through to the supervisor she was put through to a supervisor she was put on hold. After 10 minutes on hold she was disconnected.

    Call 4: I call up rather irate. Remain quite civil, I delivered an ultimatum that they correct things or lose my business. I was put through to Supervisor (or technician) who said that he wanted to handle our case personally and would look into moving our existing number over (even though we'd always been told it was impossible). He said that he was going back to his desk to call me right back (2 minutes top!).

    Call 5: Having waited an hour I called back. This time the rep was quite understanding. She offered me a free month of service as a start. She followed up with the technician from call 4. Apparently he was still working on my account but it was taking longer than he expected (gee thanks for not letting me know buddy). Anyway I was told he was going to call me back soon. The thought of keeping my number was tempting enough to wait (against my better judgement).

    Call 6: A day later with no reply from the technician I make a final call to tell Shaw to cancel my account. I asked the rep to put me through to his supervisor, he said that he couldn't. I asked him, as an undeserved courtesy to the company, how I was supposed to escalate my complaint before moving on.He said that he could take my complaint. When I my unsatisfaction at this, he sighed...and HUNG UP ON ME!!!

    One week of phone calls and at least 8 hours of being on hold and I was unable to get a simple hook up arranged.... wow

    Kam 10/7/11 10:51PM
  • I've been trying to hours to get through
    with a relatively simple question. Someone
    answers, tells me they don't know and then when I finally get another call back from someone else, they don't know either.

    I'm exhausted and frustrated. My question has to do with the HDVRD.
    Shaw needs to hire enough qualified help
    Or I'm going to start charging them for the time I'm wasting!

    Renee 10/7/11 10:22AM
  • I live in Sault Ste. Marie, i have tried to add Movie Central to my account online with no success, i tried to contact shaw to get via online chat which has never worked for me, ever. I tried calling but who wants to be on hold for a wait time of a hour to and hour and a half, especially when the phone close time is an hour and a half away. I finally drove to Shaw and waited in line to ask for Movie Central only to find out it is not available in the Sault. WTF, why is that it is shown on my account that i can add this channel and then after a pain staking fight to get it added i find it's not available to me, either take it off so your not false advertising or make it available to everyone who is a shaw customer no matter where they live. IF it's all about money your screwing your customers over who might like a great deal and appreciate you for it, or piss them off when they realize the west gets it but ontario doesn't. I want to know why i can't get, or when i can get it. The answer because it's just in the WEST is a BELL answer. Make sure all your channels are available to everyone and anyone who wants to be or already is a shaw customer no matter where they live. Restrictions of where people live is complete bull, you either offer your full services or you don't offer any. This problem you need to fix and rectify how you do your business. Quit screwing over the little guy, they get screwed enough as is. Hope you fix it.

    AHAHA 10/7/11 10:21AM
  • mY ABILITY TO CONTACT HAS BEEN DIFFICULT -LONG WAITING TIMES. I CAN NOT GET REGULAR BILLINGS AND MY BILL HAS BEEN INCREASED AFTER I HAVE BEEN GIVEN A REGULAR BILLING FEE. SHAW WANT TO BILL 2 TO 3 MONTHS AND I HAVE PAID REGULARLY EVERY MONTH? I WILL BE DISCONTINUING THIS SERVICE.

    Anonymous 10/6/11 7:28PM
  • They have no avenue for contacting them in an emergency. I've got a client who has received 66 copies of an e-mail I sent that Shaw keeps resending. The callback says they might call me back in an hour; meantime I'm in danger of losing the client. Have had a few cases in the past where I call and get the "4 hour wait" message, which is useless if the e-mail or Internet itself is down (I love how their recorded message suggests visiting the website...). I tried using their online chat support, but of course no one is there to reply either. They must have gotten tired of people trying to bypass the waits because you were once able to call the main switchboard for Shaw directly but you can't anymore...

    Al 10/6/11 11:26AM
  • Totally agreed they screw me up with my Internet I am without internet for 14 days they sent a Technician a week ago he check everything fine did not explain why the problem existed he suggested a new roter my husband run out to buy a new one we installed and the message on the screen keeps showing that there is not network connection I have called them like thousand times all I get from them is to walk me through the same steps everytime we have tried everything indicated for Shaw personnel and the internet still not work they do not even care after insisting again that they should fix this problem and requested the Technician to come again to confirm that the new roter did no make any difference they booked a visit for Monday, Oct 03. 2011 from 09:00 AM to 11:00 AM my husband was waiting and waiting the person did not show up. I have emailed a complain they said they will get back to me they never did. I definatelly don't like this type of service the worst ever I will certainly switch with Telus

    Anonymous 10/5/11 10:42AM
  • I waited 2 hours for a representative who told me someone needs to come to my house. Then they have no times that work for me. Who has a 3-5 hour window avaailable? I have 1-2 hours here or there. So I ask for a supervisor and she flat out says no. I repeatedly ask, she say what would you complain about? I say "customer service", she says then phone the customer service line, we have no complaints line. What is wrong with your product that you will not give supervisor call backs or have a complaints line? I am cancelling tomorrow.

    cancellingimmediately 10/4/11 9:14PM
  • The money hungry Shark Direct returned the 4 hour wait call back with an automated message saying the wait time is 29 minutes. Are these people for real? Hung up, called back and pressed 1 for French, wait time 6 minutes. Put my husband on the line as soon as the agent came on, and they sucked him into getting a high fi receiver. Will keep you posted.

    Ticked Off in Montreal

    Ticked Off In Montreal 10/4/11 6:43PM
  • you are not fair because shaw stupid! I am not happy because your blocked what is heck your isp blocked you are screw you crap! look like stupid, suck your on system techincal 24 hours lazy because review your personal I am not happy because you are not fair because support 24 hours, I believe it your waste of time your blocked all the Canada worlds lousy shaw quality i am not happy because people outrage to people! that is why point! negative your review perosnl I investiage to your commnets!

    Anonyomous 10/4/11 6:11PM
  • Can't connect to shaw customer service chat support from home. Haven't had access to my email in more than a month having just moved to Langley. I've missed their "MORE THAN 6 HOURS" callbacks 3 times now. They don't reply to my comments, emails or concerns regarding the problems I'm having. I'm paying them 170 dollars a month for them spitting in my face. I can deal with problems with staffing, but not when they are the ones that created the problems. They need to reimburse their customers a full 6 weeks in order to make up for this lack of service. CLASS ACTION!!! Give me back my 225 dollars NOW you bastards. I paid for specific advertised and agreed upon services. I'm not receiving them.

    Outside 10/4/11 4:30PM
  • Shaw SUCKS! I have spent over 7 hours on hold with shaw over the last week! I just got a new modem in the mail today so i called the number that came in the box to connect it. I took the call back feature, which i do like but when they called back i was told i had to talk to tech support! Really!!!???? DUH! It didn't give me an option when i phoned. She transfered me and i have now been listening to the horrible music and comercials for 1 hour... Horrible company! Looking into Telus TV tomorrow!

    Shaw SUCKS 10/3/11 8:13PM
  • SHAW!!! Worst customer service is right. My internet has been down all day. Called at 6am and after 45 minutes spoke to a very condesending rep named Myles. He said my name wasn't on the account. My husband was right there and I was on speaker phone so he told Myles to add me. Myles said that since my husband was there he would talk to HIM about it. I informed him that my husband didn't have time to deal with it from then on he was extremely rude. He did discover that it was a problem for the whole community but the problem was not on their alerts. I ended up having to drive across the city to the office to get work done that I normally do from home. I got home at 3:30pm and still no internet. This time when I called the automated response said that the wait time was more than four hours!!! I called their SALES line and guess what?? Immediate response. Of course, when I explained my problem the girl said that she couldn't help me as she didn't have access. She did however manage to find out that I had a service booked for Wednesday?? I said that it was silly that she couldn't look up on her computer system or call someone to find out what was going on in Calgary. She said to hold on and put me on to the automated 'four hour' response queue. GRR.. Then I called back and again got an immediate response, he got very rude and kept saying 'do you want me to lie to you????? I told him I wanted to speak to his supervisor. He put me on hold for 15 minutes (punishment). The supervisor said that there had been a ticket ordered two hours earlier ( I had called nine hours earlier) and they were looking into it. No promises. I told him I wanted the taped conversation from the fellow I spoke to earlier, reviewed. He was silent, no apologies, no "I will look into it". First thing tomorrow I CALL TELUS!!!!!!

    Nicky 10/3/11 7:21PM
  • I waited on the phone for three hours listening to the same 4 half songs over and over, by the time I got through I was so angry that I asked to cancel my services and had to wait for another hour and a half.

    I will never use Shaw again!!!!!!

    See ya Shaw!! 10/3/11 5:50PM
  • Had an extra HD Box and newer modem installed today. Now my old PVR doesn't work. when I turn it on it comes up with a "not authorized" message. Same story with regards to wait times to fix this issue. Four hour wait times for call backs. What a joke this company has become.

    psychmeister 10/3/11 4:07PM
  • How do you get away with such bad service? There seems to be a day or more long disruption in email and/or internet service every month now. And then there are the four hour waits for a return call from a technical support person. There is absolutely no excuse for that. Hire more people!!! And start giving some recompense for service outages. I don't see any changes to my bill and there are no delays when it's time to take money out of my bank account.

    Elaine 10/3/11 3:38PM
  • Terrible customer service with long on hold wait times. Will drop Shaw and go with their competition. I phoned MTS and got a customer service person in 3 minutes.

    vince 10/3/11 2:33PM
  • I just called Shaw Tech Support and the call back stated there would be a 4 hour wait.

    Anonymous 10/3/11 2:01PM
  • What can I add to all of the above comments.
    I have been trying for weeks to cancell the servicem but unfortunately I pay my bill by pre-authourization. I am informed by my bank that I have to inform Shaw first that PRE-AUTHORISED PAYMENTS WILL NO LONGER BE HONOURED, BUT HOW ,WHEN YOU CAN'T CONTACT SHAW ????

    Anonymous 10/3/11 1:35PM
  • Worst customer care they have waiting time between 2 - 3 hrs.. .:))).

    I guess they have lots of customers calling about the complaint.

    I called them up every time its a big queue.

    saurabh 10/3/11 11:50AM
  • I HAVE TRIED TO REACH YOUR CUSTOMER SUPPORT sERVICE AND WAS ADVISED BY YOR AUTOMATED TELEPHONE SERVICE TO LEAVE MY NAME AND TELEPHONE NUMBER TO BE CALLED BACK. THIS WAS aT 11:35 am I waited untill 06:10 but was not contacted by your representative . I then tried again to reach you by direct telephone at 6: 10 pm listening to your adversisements and music until 8;45 pm ; that is the time now. Whoever is on duty at your ffice is obviously notdoing his or her job.rather asleep at the switch .- I hope a shaw manager reviews these concerns and complaints and I would expect a reply

    Anonymous 10/2/11 8:56PM
  • Haven't been able to get ahold of them for 3 days, we have scheduled call backs 6 times and only 3 of them came through. All we heard was clicking on the other line - then another 3 hour wait time.

    We even tried to go into the office and the lineups were out of control!

    What happened to this company????

    Oh well, Telus here we come!

    Anonymous 10/2/11 7:39PM
  • Absolutely ridiculous. I've been on hold for hours with no end in sight. They turned off my shaw boxes for no reason and refuse to turn them on without sending a rep to my house...in 5 days. They cancelled my service when we were moving, even though we did not ask them too. Now they refuse to give us the rate we had and are increasing our monthly payments by $75. Shaw is a joke. I'm absolutely furious and want nothing more than to speak to a real person and rip them a new one...it's a shame that's sucha pipe dream. Talking to a real person I mean......

    Sincerely,
    Your soon to be ex customer.

    Anonymous 10/2/11 5:34PM
  • You have to try and send a message several time before it is sent. Others are having this problem also so it is NOT my computer or modem system. Very annoying! Time this problem was fixed!!!!!
    Courtenay/Comox Valley, B.C.

    Ed Majden 10/2/11 9:30AM
  • I have been unable to reach them for 5 days and am completely frustrated and am ready to throw my phone across the room. I will not be paying my Shaw bill to and will await their phone call, at which time I will tell them that, "I'm sorry, the current wait time to discuss that mater will be 4 hours and 13 minutes".....

    Signed
    Ready to lose it in Edmonton

    Ready to lose it in Edmonton 10/1/11 7:52PM
  • Impossible to leave a message on call back option for tech support other than name. Tried to say want to cancel service but get cut off. Tech support calls back after hours and nobody on the line, get cut off then too. Who to call to say want to discontinue service. Will call consumer protection to report the rip off of monthly bills for poor reception on all channels in addition to preventing customer from reaching Shaw Direct to lodge complaint or speak to a supervisor. We want a refund for 4 months of poor to no re ception. Can't watch Habs play Tampa Bay. Shaw Direct No Customer Service seems to be only option. Was much better when Star Choice, no comparison there. Have been customers for 10 years. The switch is a real shame and rip off and will find some way to cancel contract.

    Dan from Montreal 10/1/11 7:35PM
  • worst service imaginable, been trying for days to get someone to fix my phone. Gotta get back to telus

    Anonymous 10/1/11 6:55PM
  • Despite endless attempts over the last two weeks by phone, customer 'chat' service on Shaw website, and email, I cannot contact this company. I need to report service failure and want to close my account. They have no retail stores and are completely unreachable. Are they in no way accountable?

    brinded 10/1/11 3:29PM
  • I have been a shaw customer for many years as i despise contracts. I just called again for tech support and am in line to receive a call back in 4 hours....well who has all day to sit home for this? I called lastnight at 11pm and same thing. What does this say about shaw that you can never contact them in a timely manner for expensive services. They want their money, how about customer service to go with it.

    Telus calls me endlessly and with amazing offers. I may hate contracts but i hate this more!

    shaw, you suck.

    somebudiesangel2 10/1/11 10:37AM
  • When I moved over to Vancouver from Victoria. Shaw has not once sent us an invoice. I was not aware that my account number was changed during the move. Since June I have been paying the account number that I had in Victoria without any knowledge of money owing. I get a letter in the mail saying we owe money to them. I am absolutely pissed with this company.

    angrycustomer 9/30/11 9:29PM
  • I guess we should all contact the BBB and let them know what is going on with shaw and get them rated for their proper ranking -100. they suck.

    pissed off 9/30/11 7:00PM
  • YOUR CUSTOMER DISSERVICE IS A JOKE. MY WIFE HAS BEEN WAITING 50 MINUTES PLUS WHEN TOLD HER CALL WOULD BE ANSWERED WITHIN 15 MINUTES.YOU BETTER HIRE MORE PEOPLE BEFORE YOU LOSE CUSTOMERS.
    WAITING IN COAL HARBOUR

    Anonymous 9/30/11 6:25PM
  • don't bother with them, if you moving or anything. don't get Shaw at your new place. anybody think bout moving, telus the bomb to get your services in 1 to 5 minutes tops, Shaw 1 to 2 hours wait. not worth your time wasted.

    cpmrich2011 9/30/11 5:54PM
  • I have been trying to contact shaw cable for hours just to tell them I,m moving. no luck!!!
    When they call back there is no one on the line and it goes to dial tone. How do I contact you so can get this move done? Shirley

    Anonymous 9/30/11 4:25PM
  • If you want to get through to Shaw (instead of waiting so long) here's the trick:

    Press 3, "To Discontinue All Services" & you'll actually get a real, live rep in customer service - they picked up right away when we called to complain about something unrelated

    Fed Up With Waiting Too 9/30/11 2:28PM
  • UNBELIEVABLE! "Current Hold Time is now 1hr + 45mins. to 2hrs + 38 mins." What the hell is that! This is the THIRD time this week we've called for customer service. This morning I waited 45mins. for a "Live Chat" that ended with "You need to go into your local Shaw office to get an answer". I feel like I'm in the Twilight Zone with these nuts. They refuse to give you ANYTHING, no names of managers you can talk to, nothing. When this dump belonged to Mountain Cable we never had ONE problem with the phone, internet or cable. This place has destroyed the business. Why the hell did they buy it if they weren't prepared to meet the existing demands, especially those of the long-term loyal, once-happy customers. Get your act together Shaw!

    One **ssed-off Customer 9/30/11 2:20PM
  • Along with all the other negative comments on this site: I am unable to send email (can receive but can't send). I was on hold 28 minutes at home this morning, the had to leave for work. Have been on hold with Shaw for nearly 3 hours now at work. I also am on hold with them for a chat session- that has been nearly 1 1/2 hours.
    I think we will be notifying our bank to not accept any bank withdrawals and cancel our account that way. We have both internet and TV service with them and we have had constant TV problems as well.

    MS 9/30/11 11:12AM
  • I left Telus 11 years ago for the very reasons I am now being subjected to with regards to Shaw's customer service: Can't get through to an actual human, endless wait times, and an almost impenetrable wall of automated redirects.

    I have no qualms about my internet service from Shaw. It is reliable and I've not had a single issue in 11 years. Same with my digital phone. But I decided to cancel my digital phone as I no longer need it. How do I cancel my service? I can't even get through to someone at customer service to ask them that rather simple question. After spending over (cumulatively) 7 hours waiting on the phone to ask this simple question, I gave up and sent an email indicating my service is to be terminated.

    30 days later, no response or acknowledgment of my message and I'm still being billed for a phone I cancelled a month ago.

    I have a strong suspicion the only way I'll get anyone's attention from Shaw is to not pay my bill. Or perhaps that'll trigger the desired response and they will cancel my phone .

    It shouldn't be this difficult to take of something so simple. There is no indications *anywhere* on the Shaw Customer Care webpage about how to cancel service - it's almost as if they intentionally make it difficult for anyone to do so.

    Needless to say, my last resort is to go stand in line with about 200 other dissatisfied clients at the Shaw office and wait in line while two measly customer service reps try to deal with all of the customers.

    To say that this entire experience has been disappointing would be putting it gently.

    I never thought I'd ever even consider this, but I am going to Telus to see if they can offer me a better rate on internet service. If they can, my relationship with Shaw will be over.

    BM 9/30/11 10:18AM
  • I paid Shaw big bucks every mth, I have been on the phone and on the internet for over an hour now to fix a problem, how do you send emails when you are not at home. I can receive. Wish a new cable company would come in, very poor customer service

    kealan 9/28/11 10:16AM
  • Do not sign up for shaw unless you like spending hours on hold for fun. You will be so frustrated that you would rather pay double to another company!

    ihateshaw 9/28/11 8:33AM
  • I have seen enough complaint on shaw I think I probably wasting my time writing it. We should really contacting the CONSUMER AFFAIRS
    that Shaw cannot sell their goods and not servicing them. What kind of wait them when you are told to wait for more than 2 hours on the phone. I tried at 6am in the morning and waited for half an hour and gave up.

    Anonymous 9/27/11 10:37PM
  • Are you kidding me - 4 hour phone time and 40 minute chat time just to wait to get ahold of someone. You have to be kidding me. Your call is important to me BS. Come on this is horrible- You send me flyers all the time about internet and phone - I would not sign up with Shaw due to all the Cable problems I have and it takes a whole evening to fix. I do not care about money or savings I care about being looked after!!! You make it impossilbe to find your phone number on the website and this is done for a reason so customers do not call you. I am sure if I wanted to talk to someone about getting a Shaw phone or internet there would be no wait! Interesting how this works. Thanks for letting me spend the whole night dealing with Shaw instead of spending an evening with my 3 kids!

    Oh by the way I tried all your friggin troubleshooting techniques 10x and still not work!!!!

    Very unhappy Shaw Customer - I think I will switch to Bell or Telus.

    Mustang1966 9/27/11 8:18PM
  • Called their customer service line in order to make an adjustment to my subscription. The automated voice told me that they had long wait times, but offered no estimate as to how long those times would be. There was no option to receive a callback, just a request that I stay on the line.

    One hour later, I decide to drive down there, whilst still on hold. Drive down, stand in line, get my issues dealt with by the lady at the desk, still on hold. i then demand to see a manager; she gets a supervisor. I demand to know just what the hell is going on, he tells me that 'they're hiring new people and they'll hit their target of 2 minute wait times soon'. How the hell does that help anyone now? I am told that I'll get a free theme pack added to my account - doesn't happen. I'm now paying for the 'movies' theme pack, WHICH HAS TWO ENCORE 2 CHANNELS IN IT! Why am I paying for two of the same friggin channel??? One isn't HD and the other SD; they're both SD channels.

    I'd cancel if there was any other company able to provide cable/internet services in my particular location.

    Shaw is absolutely terrible.

    PS: How the hell do we contact Head Office????

    Furious 9/27/11 7:43PM
  • Worst service ever almost waited for four hours when the automated machine said the wait time is one hour twenty four minutes.
    when i received the call after almost four hours I had rude person on the line with no technical knowledge.I am still on line waiting for my remote to be fixed, I wonder with no knowledge of technical support it will take four to five hours to fix any issues. I am very dissapointed with Shaw.

    Anonymous 9/26/11 8:32PM
  • I moved in the beginning of the month (September 1, 2011) and called them to move my services (TV, telephone and the highest internet possible.). A really friendly lady said someone will come next day or day after between 12 and 4. I waited 2 weeks no one showed up. After that i called them every day, but after 2 hours on hold I was giving up. Now it's September 26, 2011, NO ONE SHOWED UP YET AND I CANNOT GET A HOLD OF ANYONE. It's horrible!!!! I HAVE BEEN On HOLD FOR 2 (!!!) HOURS NOW. But NOW I will stay even if I have to pull an all nighter. Oh yeah AND I AM CANCELLING MY SERVICES AND GOING OVER TO MTS.

    DISSAPOINTED 9/26/11 6:57PM
  • Terrible service and terrible hold times to reach anyone.

    Our TV service was not working since Thursday and then Shaw finally sent a technician to work on it on Saturday. TV worked fine on Sunday and is now back to giving an error for pretty much every channel saying to wait as it is currently not available.

    Then when you want to call in to talk to someone the wait times are 4 hours long.

    I don't understand how Shaw is even in business with such terrible service. I will be switching out.

    Annoyed 9/26/11 6:41PM
  • CAlled 3 times in a week, waited 1.5 hrs on a thursday evening, I gave up. The same thing with Chat live, also wit the call back - neither worked.

    Today 26sep11 I went in person to the shaw office in surrey near my work. The line up was so long that it actually coiled behind the service front desk, behind the people who work there!
    Something is wrong
    I AM SWITCHING TO TELUS FOR NOW

    ShawDisapointed 9/26/11 6:07PM
  • Shaw Cable service has been a disaster as of late. System keep failing with hours required to wait for customer service. i believe that Shaw Cable has lost control of its business and customer base

    pissed off 9/26/11 5:19PM
  • very frustrating trying to deal with Shaw. On hold for upto 3 hours at a time.

    Anonymous 9/26/11 2:10PM
  • i was put on waiting call/call back for 1 1/2 hours and when they call me back i didn't even managed to talk on one of them,they hang up on me

    Rhacis 9/26/11 11:34AM
  • One of the reasons I changed over to Shaw was that you employed Canadians and do not go overseas for Cheap Customer Service providers

    I have been without a phone for the last 2 days and I've been on hold now for 3 hours as well I emailed your Webmail twice this weekend to call me on my cell number!!!
    This is truly unacceptable!!

    Anonymous 9/26/11 10:35AM
  • It's impossible to get a hold of anyone at Shaw for help. I tried to call a few times and each time the waiting time was between 1 to 3 hours. I waited for 1 hr 30 min. then hang up. my tv cable has not been working properly, it's very static and really bad sometimes that I have turn the tv off. I followed all the trouble shooting tips, but it didn't solve the problem. I don't know whatelse to do. I'm going to switch to Telus or Novus very soon.

    Anonymous 9/24/11 10:06PM
  • I am in Kamloops BC, in the Vancouver viewing area. I have CBC Vancouver HD, Global Vancouver HD, but CTV Toronto HD, no CTV Vancouver HD. What is this about? Customer support says this channel is not available in HD. Come on! Bell has had CTV Vancouver HD for years. Seems like a ripoff to me! Also, nos Space channel available in HD. Not satisfactory.

    Matrix 9/24/11 2:16PM
  • Business 101 - Treat your customers like they are made of Gold.... they are!..... and make it easy for them to do business with you. Simple really.

    Shaw, you have failed big time!

    I have been a loyal Shaw customer for 13 years and all I want to do is to add an extra channel to my service (well, your service to me)...... Yes, increase my business with you! but I can't find a way to do it.

    Every contact number offered on your list of contacts puts me to the same automated menu and after a few levels and entering my phone# I am told that the office is closed! What!!!!!. Just say it at the very beginning of the message!

    Then after calling your business support line I'm put on hold for a hugely long time and give up! Wow.... and that's how you treat businesses!

    Either you are making too much money off your customer base and are becoming arrogant and complacent or you have sorely missed the opening business lesson above and will be out of business before long.

    Really poor show, shame on you.

    Peter B 9/24/11 1:17AM
  • I was on hold for 55 minutes and had to give up .... I wanted to add a service but apparently they don't want to do that .... moving to the comp at the end of the month .... I hope the Shaw family rot in hell for all eternity ....

    buko 9/23/11 4:21PM
  • Worst customer service I have ever experienced. Decided to go with shaw for a new TV package and set up a time to install the new PVR boxes. When the technician arrived he said he didn't have the equipment to properly do the job and told me to reschedule for the next day. When I called in waiting time to talk to a customer representative was 4 hours. When I finally got a hold of customer service they put me through to another area, which said it would be another 3 hour wait to talk to someone. Finally made an appointment and they told me to be home between 12-4 and someone would show up.

    shawtime 9/23/11 2:34PM
  • I talked to 3 operators at Shaw to find out why the technician never showed up and all 3 operators said they would call me back. They never did.

    After 4 hours on the phone Monday 19 Sept 2011. At that time I scheduled a vissit by a service technician for today 23 Sept. 2011. The technician was supposed to give me a call in advance so I know roughly what time he'll get here and so I know he's coming. Never came or called.

    I called Shaw again, I rescheduled another appointment for 30 Sept 2011.

    mad maxxx 9/23/11 12:32PM
  • I was getting ready for University. Shaw couldnt give me the internet until my 3rd week in. ok. then they have a technical error and now im pushed to oct... oh wait that doesnt work, im in school. so after probably 40 minutes of arguing for a supervisor, someone gets on the hone and says theyll be there in week(oh and he talked to a manager and i was on a waiting list.. the dude LIED to me!). NO SHOW! call shaw. lady will not let me talk to anyone above her!! I argued and argued.. another 40 and ended up with NO appointment. she was supposed to call me back. oops she didnt! My cell phone bills gonna be so expensive.. thanks shaw.. im a student! oh nd my online essay due this weekend.. well whats going to happen there?! Go with anyone else if you can

    nolike 9/23/11 12:15PM
  • jerks.

    didnt tell me to have a refence #...just got new phone...I wait 2 hrs for a technical issue...they dont even have my # on file

    shaw sucks 9/22/11 9:38PM
  • worst customer service ive seen never get this service again!!!! SUPER HATE IT FOR LIFE!!

    BADBOY 9/22/11 8:24PM
  • Does anyone have any idea of how to get ahold of someone from head office. I've called 5 times trying to get a "supervisor" to call me back and everytime someone tells me they'll send a message to him to call me and he never does. I am so furious and I want to talk to someone higher up to tell this moron to get back to his cumtomers!!!

    CnadnMom 9/22/11 1:50PM
  • shaw is the worst when it comes to get a hold of someone in customer service over the phone. the automatic voice is saying wait time is approximately 7 to 15 minutes. but right now i've been on hold for over an hour as i'm writing this post. and this isn't my first time either trying to get a hold of someone. every single time it's the same story with them. management should look into this if there is actually any management up at shaw cable?

    Anonymous 9/22/11 12:28AM
  • Can we not do anything about this unacceptable waiting time for service? I get cut off all the time too after 4+ hrs on hold.

    There must be a way to put an end to this.

    otakusan 9/21/11 8:41PM
  • Very disappointed with service.....ohhh wait I didnt receive any service...was on hold for over 2 hours. This is simply unacceptable!

    Anonymous 9/21/11 7:33PM
  • I spent 3 hours on hold, then I got disconnected. I called back the next day, spent another 3 hours on hold and finally got to talk with someone. They proceeded to tell me that it would be better for me to switch providers since they were losing money by keeping me as a customer.

    asdf 9/21/11 6:47PM
  • Very bad customer service!! Being on hold for almost 2 hours and counting is totally unacceptable...my husband and I definitely don't have anything good to say about Shaw.

    Anonynous 9/21/11 5:35PM
  • I'd like to comment on the Service Techs appointments! Being informed that your time is between 8-12 a.m., is not a great business practice and very annoying! This is a very poor Public Relations Tool!! I had made arrangements for a very important meeting and had to re-arrange this personal matter. We had to wait 3 Months for this Meeting an now we have to wait another Month. This is a Health Matter and I'm very upset that we had to because of Shaw Cable and their Service Policy. This is unaccepta ble and has caused my Wife and I considerble stress and anxiety. My wife suffers from Clinical Depression and this episode of Shaw Service almost put her over the edge. I made this appointment with Shaw Cable, for service at 6:00 a.m. on September the 17th!
    If the Service person knew he was going to be late, he should have phoned and I could've made arrangements to have someone here to let him in our Home! Instead, he calls at 11:58 and imforms us that he will be late. he showed up at approximately 12:25, just enough time for me not to be able to make this life concerning appointment for my wife.

    I will be considering a change of service provider as this policy of a 4 hour window is ridiculious for service calls. No phone calls, no advanced notice!! No wonder Shaw is goind down in the eyes of it's customers.

    I for one, will never recommend Shaw to anyone! My phone service has never been great, the internet is unrealible and the charges for Cable, outrageous. Why should I have to pay for the Movie Channel, Digital and HD Stations and all the other channels that shlould be free. We PAY cable, that should allow us the freedom of all those service.

    Totall dissatified with Shaw Cable and everything else they have to offer,

    Sincerely yours, Gerry Lister, a customer from the begining and soon to be an X-Customer.

    Anonymous 9/21/11 3:08PM
  • Ok you people, I have one nerve left and guess what? You're on it!!!!! Get the cable vision fixed by the time I get home from work or you can come and collect all your hardware including phone, cable, and internet.Have a nice day.

    pugwee 9/21/11 5:29AM
  • We have noticed since Shaw took over mountain cable the service has gone downhill real fast and the cost up. We seem to get charged more with less service. We purchased a digital box and now it seems we cannot get the channels that support this and yes we do have a digital TV. The channel information does not match what is in fact is on at the time in some cases. Channels seem to take longer to switch when selected and yes there are new batteries in the remote. I do not like the new format for sure. I am sure we will get billed higher with less features in the near future as I believe the owners are only concerned with the bottom line and not the paying customers, which will not hang on very long. I hope someone from Shaw reads this however we will not be holding our breath. Furthermore whats up with this statement "Not all submissions will be accepted, and we will do our best to communicate with you (if possible) when your submission is either accepted or rejected". Would these equal poor customer service or what.

    Al 9/20/11 4:02PM
  • 3 Tech. visits to my house and 9 hours of my life wasted on the phone later, the issue is still unresolved and I can't get through at all anymore to just cancel my service due to not having a 4+ hour block of time on any given day to sit and waste my life on hold. I'd say switch to Telus, but I left them for the very same reason. Now what?

    Anonymous 9/20/11 3:27PM
  • Not sure how a company can expect to retain their customers with the poor service they have been offering lately. Shaw used to be the BEST and I was forever telling people how great they were. However, this past year my opinion of the company has drastically changed. They have gone from one of the best service providers to one of the worst but are more expensive. I had the privledge of working with Mr. Shaw Senior back in the 1980's and his vision and work ethic was second to none. Mr. Shaw Junior however, doesn't seem to be of the same caliber and the company is going downhill fast. How disappointing and frustrating. I agree, who has 4 hours to WAIT ON HOLD - give me a break.

    Anonymous 9/20/11 2:27PM
  • 4 hour + wait time for internet support
    is pretty bad service. your wait times use to be 20 min or so which was acceptible to me

    To get Shaw Scure you must sit through this wait time just to be told where you can find the download

    Anonymous 9/20/11 1:21PM
  • Been trying to get a service call for over two weeks. Wait times have been over 2-4 hours with today being cut off after 2.5 hours of waiting!!!!!!!If I could get a real person I'd be cancelling and going with Telus!!!!!!!@

    kathy 9/19/11 7:30PM
  • Perfect now their line is busy???? Are you kidding me?!!??!

    Anonymous 9/19/11 6:33PM
  • I was with Shaw for years. I was lucky enough to secure the Triple Play Discount last year and had a great package from Shaw. The discount ended on Sept 20 and my bill was going to double in price....I went to Telus and am very happy with them.

    When I went to the Shaw equipment return depot in Surrey BC there were over 25 people in line attempting to return their equipment.

    I truly think that Shaw is in financial trouble as they have just cut out their Customer Service Dept...

    Batjuice 9/19/11 1:45PM
  • Wow!! Absolutely disgusting. TYhere is no way Shaw lets you talk to a real live person in a reasonable time .... usually 2 to 4 hours. Who wants to leave their phone number to call back later. Shaw service is terrible. I will be changing to MTS within the next few days.

    Shaw smarten up. You think you have the TV market by the tail. Well the tail is coming off. I hope at some point you will be humbled enough to provide appropriate staffing to serve your customers before they all leave you.

    Anonymous 9/19/11 10:15AM
  • I have never had such crappy service. For the past month the wait has been 2 hours or more just to talk to someone to change my cable coverage. I have never experienced such frustation,I cant even cancel my service because i cannot reach them. When is 2 hours acceptable for customer service? Who has time to sit at home that long and wait for a call? Something should be done about this , they cannot handle it.

    helen 9/18/11 8:59PM
  • Shaw tech support is terrible. Wait times are atrocious and issues are never resolved until someone is sent to fix it personally

    Anonymous 9/18/11 7:13PM
  • sept 10- 12 tried for 3 days to reach tech support, over an hour wait each time. When finally got through on 3rd day, only took 10secs to fix on their end.

    Same error message 2 days later. On hold for over 2 hours, random lady answered phone and put me back at the end of the cue back on hold where the recording said it would be a 2-3 hour wait. Next day, lady tech *after over an hour of waiting* reset my video on demand box and told me it will work in 30 mins.. Of course it didn't!! i also asked her to speak to a manager and she said she would put the request in.. Didn't receive a call yet..

    Next day, after about 1 and a half, a very smart tech came on the phone and fixed the problem in 10 seconds.

    It's now about 4 days later and it's doing the same thing again!! I can't handle being on hold for over 2 hours again. I put a call back request in about 3 hours ago, still nothing. I think once I get through I'll be disconnecting the service (or lack there of..) instead!! WORST CUSTOMER SERVICE EVER!!!

    Anonymous 9/18/11 5:18PM
  • My hands would criple up before I could finish typing the 2 solid pages of complaints I have against Shaw since 2005. I have spent the last 2 days trying to change my package...REALLY???? First I called & the wait time was greater than 5 hours, so I got on the Shaw chat & waited 1.5 hrs only to be magically disconnected after a couple minutes. Then I got on the chat thing again & was given incorrect info, I was even emailed incorrect info. I lost channels that I was clearly informed I would not lose with my new package selection. So I call back this morning...oh it's 4+ hours now. Back to the chat option I go, 2 hrs later someone showed up, I typed the issue...3 minutes later he disconnected the chat. OMFG! I just called and am waiting for my greater than 5 hr call back now. Don't worry Shaw, I'm more than happy to work 50 hrs a week so I can spend my whole weekend waiting to speak with you! Clearly I need my head examined. Telus...here I come.

    Leahbee2 9/18/11 4:00PM
  • Shaw sucks big time. They used to be great (way better than Telus). A few years ago I would routinely get hold of someone on the phone within minutes. Now I'm calling and despite messages saying how "important my call is" and that someone will be with me "shortly", I'm told I'll have to stay on hold for over 4 hours!!! And there's no call-back option. WTF?

    Anonymous 9/17/11 8:27PM
  • Been on hold well over an hour. Second time today I've tried to call. Cable has been out all day. Shaw and Telus should be held accountable for their ridiculous service.

    Anonymous 9/17/11 7:18PM
  • i heard the company is going bankrupt. not surprising given the fact you can't reach anybody.

    i will cancel my Shaw service as soon as i have four hours to wait on hold

    Anonymous 9/17/11 2:06PM
  • Terrible Company Ever! I wonder what the regulations are about minimum customer service quality.
    Got a Bill Over 120 dollars, the automated system said it would take 1 and half hour for them to call me back. I decided to wait. Currently 1h20minutes on hold with the annoying propaganda.
    I only stay with Shaw because I have student discount, otherwise I would have moved to anything else a while ago.
    SHAME ON YOU SHAW!

    Yet another Unhappy Customer 9/17/11 1:13PM
  • I AGREE WITH ALL THE COMMENTS ON SHAW ! THEIR SERVICE IS ABSOLUTELY DISGUSTING . HOW CAN THEY POSSIBLY ADVERTISE ON THEIR SERVICE ... THEY DON'T HAVE ANY ! AND THE LACK OF COMPETITION IS LETTING THEM GET AWAY WITH IT . WHERE ARE THE GOV'T CONTROLS ON THESE GUYS TAKING OVER THE MARKET . SHAW YOU SHOULD BE ASHAMED OF YOURSELVES , YOU DON'T MEASURE UP AT ALL

    BOB 9/17/11 12:16PM
  • After years (forever) using Telus we decided to give Shaw phone a try. Why? Telus is almost double the price. Big mistake. Huge mistake. Unsolicited calls increased five fold specially foreign sounding callers telling me my computer is at risk and warning me it would be infected very soon if I didn't co-operate with them to diffuse the attack. One even claimed to be a technician calling from Microsoft. I basically told them to F off and hung up. When I called Shaw about it you'll never believe it but their automated system wanted me to wait 4 hours for a customer representative! So any how now I have to go back to Telus who except for being more expensive are really a much more reliable company when compared to Shaw. Guess you get what you pay for. Well now we'll see how this cancellation thing goes with Shaw and how much $$ to hook us back up to Telus. It seems Shaw does not care. I think they need some competition from another cable company.

    Frank 9/17/11 11:42AM
  • I was without Shaw internet service for 3 days this week. I was on hold each day for over half an hour or more and couldn't contact anyone. Onetime the message said someone would be with me shortly and then said that the estimated wait time was 3 to 4 hours. They should look up the definition of "shortly". HShaw is TERRIBLE!

    Dissatisfied on Bowen Island BC 9/16/11 11:00PM
  • Got through after 2 hours 19 minutes last night, wanted to change our "bundle". Gentleman who answered suggested we speak with loyalty...he transferred us...we waited until the very distinct beeping of having been disconnected. Been waiting, on two different lines for SIX STINKING HOURS. Been disconnected for some phantom reason 3 times. Going to have to take a day off work to drive to their office and try to find a solution to our inflated bill.

    I seriously despise Telus and yet here I am reviewing their offers....which seem FAR more reasonable. I wonder how long it takes Telus to answer a phone.

    Fridgette 9/16/11 6:49PM
  • Our digital box was deactivated without any prior notificaton to us. On Sept 2, we phoned tech support and we were told a new upgraded digital box would be sent to us within 3 business days (which would have been Sept 7th). We had not received it by that date, so we phoned again and were told we would have it by Sept 9th at the latest. Still no digital box. We phoned again on Sept 12th and they said they would call us the next day to check if we had received our digital box. No call back and no box. It has now been over 2 weeks without tv service that we are paying for, and still nothing. We called to cancel our account, and were put on hold for so long, that we had to eventually hang up. i would rather not have tv than give Shaw my business.

    kdk12 9/16/11 5:13PM
  • Shaw Cable


    To whom it may concern.

    I have just received my invoice for September/October. I have been informed you wish to increase my premium on November 1st 2011. Well I have called your office for help with the services I pay you for and had to wait two hours and ten minuets. And most of the time it can take over two hours to talk to some one. Your service stinks to be honest with you. The other thing is you hear the same thing over and over which I think is maddening, if you have to keep people waiting so long, after listening twice to your messages, just play music please. I hope you can improve your service, and if you can’t I will look for another company who can do a better job than you are, and charging a premium for.



    Anonymous 9/16/11 4:02PM
  • We recently changed to tel-us from shaw. Now we are getting charge for equipment that has been returned since August via UPS as per Shaw. Not only that, they sent us a letter that if not paid for 10 days, they will send us to collections. My husband called them 4 times since then to keep checking if they have received their equipment. What a lousy unreasonable company. I wonder how many people they try to pull this off.

    frustrated 9/16/11 3:43PM
  • customer service has deteriated to the point where I was told that I would have to wait over 2 hours for a call back. The call back never happened. It's completely frustrating dealing with Shaw lately

    Anonymous 9/16/11 10:17AM
  • A technician was scheduled to be at my place 3 weeks ago. Never came. I talked to 3 operators at Shaw to find out why the technician never showed up and all 3 operators said they would call me back. They never did.

    So a technician is scheduled to be here today. The technician is supposed to give me a call in advance so I know roughly what time he'll get here and so I know he's coming. He hasn't.

    Shaw sucks balls 9/16/11 9:26AM
  • It took me almost 2 and a half hours to convince the Shaw Teckie the remote they gave me for my for my digital was no good. I told him I have 2 TV's my wifes remote works on both with no promblem. My remote would not even turn power on to the Box. He had me try all kind of number combinations to fix it. I asked just send me a new remote. He said "I must consult with my fellow workers first. They finally decided to send me a new remote. Works fine now.
    When it was first installed the cable guy tried to explain, for an hour how it works. A real SNAFU there. A few days later called and another cable guy came and explained how it works in about 5 minutes. No more problems.
    I phoned Shaw about their new tier schedule as some of my tier 2 channels are now on tier 3 and asked does that mean I have to pay more to get the same channels as I had before? She said no. I will only believe that when it happens. There TV and Internet service is the pits.

    chipsawron 9/16/11 7:51AM
  • Ya, have been on HOLD with Shaw for like 4.5 hours just to activate a PVR. The recording says go on-line to activate, so, I did that, then, I go on hold on-line in CHAT. Ridiculous!!! Get rid of SHAW!

    Shaw 9/15/11 9:13PM
  • Day after day after day hours and hours and hours and hours and hours and hours on the phone but now shaw is gone......and hello telus which by the way 4 minutes and ten seconds I got somebody on the phone.

    Now shaw should take some lessons from telus I think.

    Anonymous 9/15/11 7:42PM
  • Yahoo It took a week and many hours on the phone and promises for a call back from them of course 3 days later no call back..... the end of the month I'm shaw free........ good bye shaw can't say It's been fun and I'm never coming back.

    Anonymous 9/15/11 7:34PM
  • Anybody else having problems like this showing up on their bills when there wasn't any movies ordered??
    VOD - Shaw on Demand Movie(s)11.99
    VOD - Shaw on Demand Movie(s)11.99
    VOD - Shaw on Demand Movie(s)11.99
    VOD - Shaw on Demand Movie(s)11.99
    VOD - Shaw on Demand Movie(s)11.99
    Then no way to reach them except for hours of waiting to make contact to try to resolve. At the minute all I'm getting is "All circuits are busy" I can't even get to the wait time.

    Anon 9/15/11 6:07PM
  • I just have contacted CFCN news by email, and gave this website as well hopefully they will take this seriously and at the very least some how contact Shaw for some news and accountablity and I encourge everyone else to contact the media by email, and maybe we can get the ball rolling, regards to this breech by Shaw Cable, Shaw I would be embarrassed if I ran my company like this I would be out of business, oh right Monopoly. you clearly dont care for your customers.

    Glen 9/14/11 9:20PM
  • wow!! thought i was the only one!! i have had so many issues with shaw. 2 hour wait times . they dont show up for appointments that they scheduled. already changed internet to telus. i work with the public as well, and i can tell you that if i ever treated anyone the way shaw has treated me i would be fired. its bad business and shamefull and leads me to wonder if the company is in trouble and maybe they are going under. a company surley cant survive long with a 94.33 negative coment rate. time will tell. i think the window of oppurtunity for them to turn things around must not be that far off. not impressed.

    Anonymous 9/14/11 8:58PM
  • Im gone by Shaw And hello Telus it took 3 minutes to talk to someone with Telus, and I cant get though to Shaw after sitting on the phone for hours and tried over and over, I want to cancel my service with Shaw tried emailing no reply, so now what Shaw should be ashamed of themself, Im not paying my bill with shaw because Ive tried cancelling and they dont have any customer service, Shaw is the biggest crappest company out there right now.

    james 9/14/11 8:49PM
  • All I can say enought,spent a week trying to get a hold of somebody.

    Spread the word around to some friend's that are on shaw they tried to phone and got the same thing, and now they are going telus...... wounder if they will tell some friend's and so on ummmmm

    Myself all ready got telus coming out on monday and it only took 5 minutes to talk to somebody :)

    Anonymous 9/14/11 7:05PM
  • Called Shaw 4 times for the last two days, but each time was put on hold for over an hour. Got fed up and hung up the phone each time. Very frustrated! The ironic part is that I am calling to disconnect my service!

    Sara 9/14/11 5:39PM
  • Just called and there 'call back' hold time is 3 1/2 to four hours - seriously???!!! HORRIBLE EXPERIENCES with Shaw.

    Making a phone call to Telus RIGHT NOW as this is crazy.

    Anonymous 9/14/11 1:34PM
  • I have had to have shaw fix problems 6 times now with one problem being resolved and a new one being created. Not a darn thing has been done properly and without error. I am so frustrated

    S 9/13/11 9:15PM
  • Hey I finally got a human waiting over 3 hours on hold and was explaining to customer service rep, and she said if you dont like our great service than go somewhere else, and no one else has complained about wait time, and as I was about to state this site, she hung up on me, while I was being calm and not yelling she seemed very offensive towards my comment, I am going to Telus if I can ever get a hold of them again. Shaw is the lowest company I ever dealt with and is monopoly and obviously dont care about there customers, everyone that reads this site and all the posts should send to the media seeing this is out of our hands and have no rights. I am sure they will be full of excuses like usual

    Jim 9/13/11 6:20PM
  • JUST HAD AN OPERATOR HANG UP ON ME AS I WAS EXPLAINING MY ISSUE. WAS NOT YELLING OR CURSING. SHE WAS GOING ON AND ON WITHOUT LISTENING.

    Pissed 9/13/11 11:59AM
  • Currently I have internet and a VOIP phone through 3Web. The only thing I still had from SHAW was TV whhich I cancelled Aug 11/01. At the time of the call I was assured by the friendly agent my line would be tagged as third party which would allow my services but block their TV. Sounded resonable to me. This was to occut Sept 1/011 but did not until Sept 10/11. I spoke with the tech and asked him to please check his work order to ensure the line is not pyhiscally disconnected otherwise I will ose my internet and phone. I mentione that the line should be tagged as third party. Even though he spoke english fluently he refused to answer me, unplugged the line and left. What the hell was I supposed to do, fight with him? I immediately called #web to report this and was told that because they are a reseller for SHAW internet they have to rewuest repaits through them So far the earliest date the ***holes at SHAW can make it to correct illegaly unplugging my line is Sept 26/01. So I am supposed to wait 2 weeks to correct soemthing that SHAW had absolutely no right to do in the first place.
    This is a huge inconvenience for something that I have paid for and been illegally denied access by SHAW. Even the 3Web agent I spoke with had the same occurence at his home when he cancelled SHAW cable TV. I know of many others including a co worker this also occured to. i even called SHAW and actually spoke with a polite agent who thought this was awfull and if she was able would come and connect my line herself. She expected me to believe someone from management would call me about this. I asked her how the hell come anyone call me when I have no phone? Obviously this is a juvenile attempt at revenge for having the audacity to end all services with an immoral and corrupt monolopy that the CRTC should never have allowed to happen.

    SHAW is horrible 9/13/11 10:01AM
  • I have internet and phone service thought an alternate provider but the cable connection is owned by Shaw. At the time I still had cable TV with Shaw and cancelled. Instead of installing a wave trap in the line the neanderthal Shaw tech disconnected the line completely thus disabling my internet and phone service. This happened DESPITE the fact that when I called to cancel cable TV I told them that 3rd party services were being delivered on this line and please do NOT physically disconnect. I called them TWICE and both times they assured me that the line would not be disconnected and that my 3rd party services would not be interrupted.
    Shaw refused to do anything about because, and I quote "You're not our customer anymore so basically we don't care".

    Anonymous 9/13/11 9:36AM
  • As I am posting this, I am still on hold for 'technical support' for the past 1hr 20min as I amn writing this, and the time is still counting! This is not too bad, considering that about a about a week ago I was on hold for 3hrs 10min until the battery in my wireless phone finally went dead. We need to do something about the outrageous service we are paying for!!! Would someone who has time, please contact one of the TV stations and get them to look at all these complaints and have one of their so called "consumer advocates" teelvise & bring this to the attention to the public. Maybe this will help and wake up this giant monopolous company! Thank you kindly in advance to whomever will do this!!

    bobfergy 9/12/11 8:31PM
  • three phone calls totalling 3.5 hours on hold. still on hold as I type!

    Anonymous 9/12/11 7:37PM
  • I myself was goin to add a few services, but a week later and at lease 30 to 40 hours on hold,time I'll never get back.

    Now I'm going to tell them already called telus today which took 10 minutes to talk a real person and they lost a onther customer.

    Worst service I have ever had. And well not recommand them to any 1.... word of month can get around.

    Anonymous 9/12/11 7:19PM
  • I have been trying to cancel my service and can't because I don't have the time to sit by the phone for hours. Absolutely horrible.

    Robyn Goldsmith 9/12/11 4:57PM
  • I waited over 2 hours for customer service, to upgrade my internet! by the time they picked up instead of upgrade I cancelled a 2 hour wait is completely unacceptable!

    Anonymous 9/12/11 4:42PM
  • Wow!!! wish I had read this before I signed up a couple of months ago. I agree it sucks and they keep saying my computer is at fault, but it works fine when I move it to another part of the house.

    I am still on hold on the phone and it is more than 3 hours already. Still on line, not sure for how much longer though. Luckily I have a speaker hands free phone to lug it around the house waiting and waiting.

    Anonymous 9/12/11 4:16PM
  • Since mountaincable hamilton was taken over by Shaw, forget about calling technioal assistance because the wait time is now horrendous an unacceptable.
    A wait time of two hours is rediculous.

    Anonymous 9/12/11 2:45PM
  • This has to be the worst service EVER. No Internet for over one week, can't get a hold of them.. Who wants to wait on hold for hours.. I am not impressed.. Sounds like Telus is getting my business

    HateShaw 9/12/11 12:45PM
  • I switched to Shaw about 10 months ago. At first, service was great (I'm in Campbell River, BC). Then it got progressively worse. I've been on hold this morning nearly 2 hours, after being told that the wait time was 45 mins to 1 hour 13 mins. I expect when (if) I ever connect, I'll be told a service call will happen days away from now.

    honest abe 9/12/11 10:19AM
  • Shaw is just about THE WORST company i have ever encountered when it comes to customer service. They installed a device at my home and charged me for it, however, the device never worked and now i am unable to contact them after trying for four days and waiting many hours on hold. Online chat system is no better.

    Take my advice guys ... use another company!

    Anonymous 9/12/11 9:33AM
  • Hi All,

    My internet download speed recently dropped from an average 45mbps to 3mbps. Our family uses high bandwidth as I'm streaming movies, wife is streaming dramas and kids playing online gaming. I monitor dl speeds daily as I am an IT tech and believe Shaw should be monitored for what it says to offer. After a bunch of troubleshooting at home, I have come to the conclusion that this dramatic loss in speed is something out of my setup and out of my control. I called Shaw Tech Support and was shocked to find my wait time over 2hrs and also that there is no call back option.

    We pay good money for service and after reading other's frustration, this is not acceptable. I really don't want to throw away the $600 of hardware I've invested into Shaw.

    Derfu 9/11/11 9:56PM
  • I have read the other comments and I totally agree. I have tried numerous times, last time was this afternoon after work for 4 hours...I do not have this kind of time. I am very unhappy with your service right now, have been a shaw customer for a long time, but am ready to change. They don't even offer the callback option. This is not professional, as your customers who have been so loyal over time, we deserve more then this!!! I know all about customer service, and SHAW is giving none of that now. I am a very unhappy customer and I'm afraid you will be losing us as well!!!! I have waited for over 12 hours total with not ever getting thru to a human voice...cannot justify this service whatsoever!!!!

    Anonymous 9/11/11 7:11PM
  • Every time I move the most frustrating thing is switching my shaw account to a new apartment... I wait on hold for hours and when I finally get a hold of them they always rip me off... they refuse to give me deals that my friends and family just got days before. Then they're never available to come and hook up my cable/internet until weeks later... they are the worst organization I've ever had to deal with. I wish I had another option that didn't make me sign up for three years in Vancouver...

    Anonymous 9/11/11 5:25PM
  • I have been trying to get shaw in Victoria for 1 1/2 days (via online chat and via telephone) - no response - they don't even have on the telephone recording that they will take you number and they will call you back, and no response on shaw chat! I have shaw telephone, internet, email, etc. I am seriously thinking of changing service providers. All I want is an answer as to why I can send emails but cannot receive them. People have been trying to email me, to no avail!

    Anonymous 9/11/11 3:35PM
  • Awfull customer service,long call waitings and no usefull help!
    AFTER ONE WEEK TRY TO REACH SHAW'S CSR,TODAY after 1 hour and 34 min call waiting, finally I was successful to reach CSR for changing my shome service ,which the offer ends on 21/09/2011.I was taking shower at that moment,I hanged up the phone and explained my request,the guy'S ANSWER WAS" I should call back at 21 of September when my discount service ends ,if not they will goimng to chnage my plan immidiately from today "
    I told him i was on the line for 1.5 hour and this is not an acceptable reply but he has has not have an answer for that,
    i don't know why they cann't record on their system that our plan should be change to basic for 21th and they need I call them again for this simple issue????
    I should call back on 21th!!!!!again waiting on the line,waiting and waiting.I should be lucky to reach them again.

    neli 9/11/11 1:04PM
  • Shaw is a rip off - they do not honour there 6 month agreement of switching over to there ph-tv-internet.They say one thing and then once you are in there billing they charge you more.You have to watch them like a hawk .Shaw is a rip off. Shaw billing is so hard to follow that a Judge would throw it out of court. Shaw is a rip off.

    captain ron 9/10/11 3:30PM
  • Could I have just created a NEW WAITING TIME RECORD? Currently have been on hold for 6 HOURS and still nobody answering in the Tech Service department. Absolutely unacceptable! VERY FRUSTRATING! Have moved into a new place and needed hook up. Phoned over two weeks ahead. Appointment for afternoon. Service shows up in morning and leaves a memo stating he was in the area anyway so thought he would come early - WTF? Comes back very much later - nearly dinnertime. Wifi has been weak from the get go - unable to receive more than 10 feet from the modem. Why have wifi? Have been trying to get customer service for over a week - how to stay on hold at work for three hour or more stretches?

    Frustrated! 9/10/11 2:23PM
  • TRIED TO TALK TO SOMEONE FOR THE LAST WEEK. VISITED THE RETAIL STORE THIS MORNING. WAS TOLD THEY WERE AWARE OF THE ISSUE BUT THERE WAS NOTHING THEY COULD DO.

    I HAD AN OPTION I JUST SWITCHED TO TELUC

    Charlie 9/10/11 10:38AM
  • Unable to get through to shaw customer support. Called the 1-888 number last night but couldn't even get to the point where I was on hold. It would just say all circuits are busy. This morning got through and was on hold for 50 minutes before I gave up as I was on my cell phone as my Shaw phone is down (which is way I was calling). Wait times are now between 1 hour and 1 hour 53 minutes!!!!! I think I'm going to take my $275 a month that I pay to Shaw and see what Telus can offer me.

    Gordon 9/10/11 8:35AM
  • Did a test waited on hol for 3 hours 3 times in the last couple days and ended up being disconnected all 3 times by saying your call is being transferred and than saying we are unable to connect you please try again later good bye than hangs up. Anyway I have been trying to cancel my service since tuesday, I guess they are not worryed seeing they bill a month ahead, I see why they are hiring for customer service repeatly advertsing it while on hold, Shaw is monopoly and were screwed where we need companies in the same field to keep prices down and keep honesty and good faith out there, We are probley going to get another increase in services again, where we all should get rebates for no customer service, Shaw sucks I am not going to be a customer if they ever want to answer the phone, I dont think anyone is there they probley all quiet seeing shaw cable is cheap, asa company, What a screwed up company.

    jenny 9/9/11 10:06PM
  • I would have already quit shaw if it wasnt for the fact that the cable guy fixed my last connectivity issue by removing the RF filter on my line, giving me free cable. but this is still ridiculous. I pay for 25mbit and consistently get 2.5mbit every evening.

    Anonymous 9/9/11 9:42PM
  • Does anyone know why shaw is impossible to reach? I can not sit on hold on the phone for 3 or 4 hours AND online for 3- for hours every night. I need to get a hold of a human. Do they have anyone working there anymore. I am so at the end of my rope with them. This is PATHETIC. We NEED a diffent cable Company! Why don't the do somehting?

    jordanjcm 9/9/11 5:52PM
  • Wow.... I don't think that I have waited on line for so long..... Glad I cancelled my service with them.

    Anonymous 9/9/11 2:56PM
  • I'm not sure why, but they just can't seem to get it together.

    Shouldn't be this difficult.

    Price seems very reasonable... until you factor in the 10 hours of time wasted to switch service over.

    3rd service call by one of their techs and he wasn't told to bring a replacement HD PVR Box.

    Guess another tech call is in the works.

    Disappointed 9/9/11 12:38PM
  • FED UP with trying to reach technical support. Phone, email and live chat..
    Unacceptable!

    Anonymous 9/9/11 12:32PM
  • Shaw never answers to your call. I waited 2 hours for them to call me back and when they called back, the guy tells me I need a tech person to help me. I asked for a tech person when I first called two hours earlier. That meant I had to wait again and after 30 minutes of waiting a second time for a tech person, I have had enough.
    I wrote to CRTC and they told me they do not look after that aspect of the business. In other words, we are screwed with SHAW. We need someone with funds to come in and open more competition and hope there is no government officials who may prevent this from happening.. for wherever reason. WE NEED MORE COMPETITORS..

    bigman 9/9/11 12:28PM
  • Shaw cable by far has the worst customer service i've ever experienced. I called expected a call back finally received the call back and the auto attendant could not understand my command. This is totally unexceptable. Atotally worthless company that has a lot to learn about customer service. i'm cancelling all my services with shaw immediately. Very Very Very disappointed.

    Anonymous 9/9/11 12:28PM
  • SHAW SUCKS!!!!

    EVERYONE AT THEIR COMPANY JUST PASSES THE BUCK AND SAYS THE REASON THINGS DIDN'T GET DONE PROPERLY WAS SOMEONE ELSE'S FAULT.

    TECH VISITS HAVE BEEN LATE, LATE, LATE WITH NO NOTICE WHATSOEVER.

    CAUTION ANYONE CONSIDERING SWITCHING TO THEIR SERVICES TO RECONSIDER UNLESS YOU WANT TO SPEND HOURS ON HOURS WAITING.

    A LARGE INFLUX OF NEW PHONE STAFF HAS RESULTED IN IMPROPERLY DRAWN UP WORK ORDERS RESULTING IN APPOINTMENTS SCHEDULED FOR WRONG DATE/TIME, INCOMPLETE WORK ORDER AND LACK OF INFORMATION WITH REGARDS TO ISSUES IN TRANSFERRING SERVICES.

    ShawSucks604 9/9/11 12:27PM
  • ANOTHER UPDATE: IMMEDIATELY AFTER POSTING LAST COMMENT...I WAS DISCONNECTED FROM BEING ON HOLD WITH SHAW!!! ARE YOU SERIOUS? NOW ANOTHER 3 HOURS ON HOLD TRYING TO GET BACK TO THEM?

    ONECANADIANBABE 9/9/11 10:44AM
  • UPDATE TO POST ON SEPT 7: 2 nights ago tried to contact shaw about not being able to access my own ecommerce website. After 2 hours on hold and another 2 hours trying to fix the problem, which was never resolved. I was told that a "more advanced" technical advisor would call me the next morning...it is now been 2 days and no call. I am now trying to contact them yet again...been on hold for 3 hours. OMG seriously? The worst customer service.

    THE WORST PART OF VIEWING THESE POSTS IS KNOWING THAT FOR EVERY 1 OF US WHO TAKES THE TIME TO POST HERE THERE ARE AT LEAST ANOTHER 100 HAVING THE SAME ISSUES...DO THE MATH...THAT IS ALOT OF UNHAPPY CUSTOMERS! MAYBE WE SHOULD CONTACT THE DRAGONS DEN AND HAVE THEM PUT THEIR INVESTMENTS INTO A NEW CABLE COMPANY!!!

    onecanadianbabe 9/9/11 10:41AM
  • Been now on hold for just over 3.5 hours I am not intrested in keeping this service any more I am know going to have service cancelled, good bye Shaw. Just think about it over 3.5 hours on hold why would I want to keep getting service from this company.

    jim 9/9/11 9:40AM
  • I was on hold for 15 minutes, got the callback option and someone did call me back within the time they said. The lady couldn't answer my question so she transferred me to no-mans-land - 3.5 hours later I had to hang up as it was past my bedtime. Called next morning, busy signal. Finally was put on hold, told it would be 16 minute wait, I'm still on hold now 1.5 hours later. Nothing on the website about the error I'm getting and I'm on hold with the online chat as well.

    Anonymous 9/9/11 9:20AM
  • I have been put on hold for over 3 hours everyone should call Shaw cable with there service being down for cable at varies times, Might as well jam the phones and servers on there end maybe the CRTC may do something about it, Things Shaw can do to speed things up put service cable problems on cable mailbox, with receivers instead of spam, and when calling have a service problem update so customer isnt waiting on phone for over 3 hours, put on shaw website, lets fight back please jam phone lines if you are experiencing problems with service, I have my phone speaker on and will be kept in cue if needing to be put on hold all day. Shaw is monopoly, only cable company I can get Lets fight back.

    jim 9/9/11 9:05AM
  • we have no phone service at 403 754 1586 and the wait for a customer service representative is very long...would be nice for someone to check the line..if needed in a emergency we have no phone service
    thanks
    Bernice Heinrichs

    Anonymous 9/8/11 6:41PM
  • KEEP CALLING SHAW AND GETTING 'ALL CIRCUITS' ARE BUSY...RIDICULOUS!

    Anonymous 9/8/11 5:30PM
  • the worst customer service ever!!!! My friend is currently in overseas but she needn't a Shaw technician to install the router in her house as her 16 year old son needs internet for school. So for 5 (!) days she tried to phone customer service and was on hold for up to 3 hours!! And nothing. Then she tried the chat - the same! Even I tried to do it for her - after 3 hrs on the phone I gave up. Finally she had someone on the phone, at 4am in the morning her time ... and as the reception was not 100% in the hotel she quickly wanted to go to the other room ... but the customer representative only said "please call us again when you have better reception!!!!" WHAT A JOKE!!!!!!!!!!!!!!!!

    nevershawagain 9/8/11 2:19PM
  • I have had nothing but problems with Shaw. If you can reach their customer service they are the most inept individuals.

    Mistake after mistake after mistake by these bumbling morons.

    MY cable NEVER worked correctly after 11 service calls!!! They disconnected me - oops, that was a mistake and my mother was very ill with no phone at the time due to the disconnect.

    Their internet is sloooooow!!!!

    Their phone service is the worst.

    They screwed up my account numerous times.

    IT gets me angry just thinking about it. The hardest company to be a customer of and the worst customer service I have EVER received!

    FRUSTRATED! 9/8/11 7:30AM
  • worst service
    4am calling for service, never able toreach, phone say need for waiting
    l5min. hanging on over 1hour in the 4am.
    Last night, tried to reach to you over 1hour, that why I wake up this early to reach you. failed again.

    JZFK 9/8/11 5:42AM
  • Wow Shaw is playing a monopoly. We just an average family of 3. We have a Shaw Digital Box. Its been great so far but hearing that everybody is uhh and ahh about PVR's. We decided to exchange our digital box to a HDPVR.
    I spent one hour and 30mins on the evening of September 6th till by house cordless phone ran out of battery power. I tried every customer support number but seems like the entire service was not available but only this: Sales & Customer Care - Toll Free
    1-866-684-7487. While waiting, I tried to go online to 'Chat" with a representative. A message would come up saying 'Server Not Avaialble'. So I gave-up after 90mins.
    Today once again I am tring. This time I called over 10 time @ 604-629-3059 and got a message that all the lines are busy so call back later. So I waiting 15mins and called via my cell phone. Got lucky that my call went through. But a message right upfront said, "it will be a 2 hour wait for the next representative". My cell phone is plugged in the wall outlet so I have power and it has been 36mins.

    Anonymous 9/7/11 7:54PM
  • No Impressed! I am an ebusiness owner and for some reason...all of a sudden this afternoon I cannot access my site through my own computer(I could access it this morning)...I can access it through others computers. Called my hosting company and everything is fine there...I can access it through Vtunnel...so it is not my site...it is my ISP!!! I have done every task I have found on the net to fix my issue to no resolve (Flush DNS, Clear Cache, Firewall settings, Unplug computer, unplug modem etc) Nothing has worked!...been trying to call Shaw for over 2 hours and the line is busy...Bye Bye Shaw...hello Telus!

    OneCanadianBabe 9/7/11 6:11PM
  • The new "improved" digital box cuts off the picture in picture feature. It also stops the ability to view one channel and record another. This is an improvement. Oh yes they can solve this problem with a $200.00 box.


    Mark Choit

    lost picture in picture 9/7/11 2:07PM
  • The worst service I've ever had to deal with!!!!!!!!!!!!!!!!!

    passage52 9/7/11 1:11PM
  • Well, to say Shaw service is disappointing is an understatement. I have never had such terrible service .... EVER!!!

    I tried phoning for technical support and as I am typing this note, have currently been on hold for 2 hours and 50 minutes... pretty darn sad SHAW for being in the communication business and you give such back customer service.... BEYOND SAD!!!

    Anonymous 9/7/11 12:49PM
  • This is the worst internet service provider in Vancouver. Unfriendly, unhelpful, and the attitude of "that's just too damn bad, customer #33424, try again later". I paid for a monthly service that maxes 15 mbps, but on most days I barely get 1mbps, and just as a big middle finger from Shaw, I get 26mbps for about 2 hours each day,sporadically, in 15 minute intervals.
    This company will lose its internet business in about 2 years if they don't shape up.

    UnhappyCustomer604 9/7/11 12:24PM
  • I have been trying to resolve my issue with them for almost a month now and NOTHING. I got tired of dealing with their inadequate equipment and blaming my router as the problem, losing my phone service and cable going out on me. PVR not working as it should. I couldn't move my computer around my home as it would not connect I had to leave it in one spot in my house. They kept using lame excuses for it. My Router, or the grid that was apparently being worked on for months. I call to resolve issues and am told there is over a 2 hr wait. I cancelled with them finally after over 3 yrs with them. I spoke to (Brad) after holding for almost 2hrs and after going over with him how I have sent back the equipment a month ago, Ive paid the bill,83.00 but they say I owe over $200.00, they had to gull to send me a notice of collection, if I dont pay in full. They are trying to say I didnt return the equipment and charge me for it. I have a receipt from UPS with all the equipment serial #'s on it . I finally waited almost 2hrs and spoke to BRAD . Issue was not resolved he did't call me back again,( said he would within 24hrs). I called 3 more times and left vmail for them to call me. No one has yet.. This company is the biggest joke at lack of communicating with their customers and I will never use them again. They better think before they do this to people because power in numbers and negative comments show who is gaining. ITS NOT SHAW.. Power hungry,monopolizing ,lying money grabbing corporate jerks.

    sash 9/7/11 10:18AM
  • Shaw service is ridiculous. Be assured that you will be required to waste time repeating the number you have just called on, forced to listen to long menus, then told about "higher than normal" call volumes. On my most recent attempt I was told that call wait time was greater than two hours and "please hold". No option to leave a callback number was provided. The chat option keeps forcing a new browser choice on you no matter what you are looking for and then requires you to change cookie and Java script acceptance levels just to make a connection. As I said RIDICILOUS and infuriating. I was attempting to get technical support for Shaw Secure which doesn't allow me to open e-mail links, will not open PDFs, and keeps crashing the latest version of IE. This company should certainly not have the virtual monopoly it maintains.

    Anonymous 9/7/11 8:50AM
  • I am moving to another country and need to cancel my internet services - sounds straightforward. But Shaw cunningly doesn't allow you to do this with a simple online request. You must call or live chat them and it seems their procedure is to let the phone ring. On hold for an hour and half. Can't raise a live chat representative either. Sent an email into the blue. For a telecommunications company, they are remarkably inept at connecting their customers to their employees.

    Anonymous 9/6/11 7:43PM
  • Very disappointed with Shaw. Internet service has been faulty for months, first they only blamed my router (very easy), after I tested with 3 different routers and same problem with all they realized it could be their problem. They told me it was a low level signal issue, they came 3 times so far and each time it works for few days and then again. I spent a lot of time trying to fix this and make it work resting routers and modem. I work from home and this is money lost for me; and even if the connection is poor I have to pay for it in full; I have a 50Mbps service so bandwidth should not be a problem.
    Also customer service is very poor. Difficult to reach average waiting time is 1 hour and they don't really seem to care. They ask the same questions again over and over as if I is was the first time I called.
    Very disappointed.

    Emilio 9/6/11 1:23PM
  • Had Shaw Digital Box installed, bad mistake.
    Also had changed over from Telus to Shaw phone.
    Digital Box was installed September2nd and the afternoon of September the 3rd my phone and my internet died.
    Thank goodness I have an cell phone of which I tried and tried and tried to get an technichian to come to help me. Had waits from 2 hours to 4 hours, each times I am paying using my cell phone and THEN hanging up each time as all I was getting was recorded messages. FINALLY managed to get a technichian who informed me that "sorry, couldn't send any one out until the 6th (today). I am 85 years old as I informed the technichian and if I fell or had a stroke would not have been able to get help as my phones were dead. Your service is 100% terrible, the company is lucky that I am a healthy not sickly person. When the technichian came today, I had him remove the digital box which he found was faulty and back to my regular channels and also my phones came on and my internet came on once the new phone box was installed.

    Winnetta 9/6/11 12:36PM
  • I know that Monday is Labor Day. However, I was on hold for over two hours! Finally, I gave up. On Thursday, I phoned and was on hold for 1.5 hours. If you're going to have a phone service, please, make it real and useful!
    Dave Demare

    KWXY 9/5/11 3:14PM
  • i like shaw . i do have a problem though . i find logos ( bugs ) and messages moving across the bottom of my screen ( crawlers ) irratating . i know it not shaws fault . does any one know if there is any thing i can do about this . other than not watching my television . thanks .

    anthony 9/5/11 11:47AM
  • telephone prompt states wait between 18 and 29 minutes, received answer at the 1 hour and 10 min mark in th pm. Earlier that day about 2:30 pm was told the wait was over an hour but held on with friends until 2hours and 45 minutes passed with NO ONE ANSWERING.

    I'have in the past called at 4:00 am in he morning on occation only to get the message that they are experiencing heavier that. normal calls. That may well be the case if an entire 10 people were to call in at that ungodly time and theres only ONE person at shaw answering the phone. Monopoly it may be but instead of allowing them to charge my credit card each month and get paid right away I'll cancel that, have them send me the bill and pay them in future on the last possible day.........all the while start researching the cost of a satalite dish. Theres a shaw complain web site I spent some time reading and I'd say that the terrible comments made, which I may say are probably EARNED by shaw as far as their phone servis is concerned should be an embarassment to any company and Most would begin steps to improve, its not that Shaw is not making HUGE profits form someone, its plain they are but if its their intention to annoy ALL their customers their going about it the correct way. They're constandly sending brocuresto get us to switch from Telus to Rogers for our phone, ARE YOU KIDDING, ANYONE who has switched is probably cursing themselves for leaving Telus and anyone contemplating the move would be better to buy a blanket, some wood and send up smoke signals as a way to communcate with friends as the SHAW WAY should be mearsured by their success in its service policy to shaw subcribers. Many a large company as met their doom for less reasons, if some other company comes along and offers tv service I suspect SHAW may be looking for a new business to get into. Where did the name SHAW come from, is the "S" there to cover up the word "HAW" as the principles are laughing all the way to the bank while they are laughing at all of us.

    silent one 9/5/11 12:41AM
  • What is with the phone wait times?!?! Greater than 2 hours???? C'mon...is this 2011 or what??

    Who's the f^cking retard running the call center?!?!

    Fuck 9/4/11 7:07PM
  • Customer service does not include making the customer wait over an hour on hold.....ever.

    WIll 9/4/11 4:42PM
  • Shaw customer service or technical support does not exist. This is the worst company I had to deal with ever in my life.

    Anonymous 9/4/11 11:46AM
  • I've called them several times in the past of really terrible connection when calling overseas. They keep coming back to me saying the issue is fixed, and it never is. I finally moved to Telus and now just calling them to cancel my subscription, wait times in excess of two hours and I never even get to talk to a CSR. My bill is still running with them even though I'm not using their service. I guess this is their customer retention policy, they will never give you a chance to cancel!

    SHAW HAS THE WORST CUSTOMER SERVICE EVER! And this is coming from someone who came from a third world country with poor consumer rights laws.

    choy 9/4/11 10:08AM
  • We have been a customer of Shaw since 1976 and had enough of there extremly bad service over the last two years. We have tryed to phone and email Shaw now for one week to cancel are service, with no reply back. Are family has decided to take Shaw to Small Claims Court and now sue them. Anyone thinking of getting Shaw shouldthink again. Lousy service and one of the poorest managed companies we have ever seen.

    JohnZ 9/3/11 3:08PM
  • Waited 2 1/2 hours to upgrade my service 3 nights ago and have now been on hold for 2 hours to just activate the new modem. I'm also disappointed that for the last 2 months I was paying more money for less. Shaw upgraded their services, introduced new and cheaper pricing plans and neglected to inform their loyal customers about them. Greed and incompetence go hand in hand here apparently.

    I guess for cheap 100 Mbps service me and many others will just bend over and take it.

    Thanks Shaw!

    Landon 9/3/11 2:29PM
  • Currently on hold for 2 hours and 4 minutes this is not acceptable. I cannot believe that being on hold for this long is even possible.

    Gkalk660 9/2/11 9:29PM
  • The service is focking terrible. Try phoning customer service, been on hold for more than 2 hours, went on live Chat session (which is supposed to be real time) have been on hold for Live Chat now for more than 1 hour. Shaw your service is focking terrible. If you don't get your shiat together you will be losing another valuable customer (I have 2 phone lines with you, internet and TV).

    Anonymous 9/2/11 9:21PM
  • Ordered the Shaw Direct Sat service today, and am cancelling today. I have been on hold waiting for a cust rep to take my call for over an hour. That is BS. I would be out of business if I made my customers wait that long. Shaw Direct should just go under and disappear until they know how to treat paying customers. It is 100% disgusting, and so bad that I ripped the dish I put up for them today off the wall and threw the stupid thing in the trash....oh and it is 1hour and 15min....still waiting ... F This crap!!

    scorpido 9/2/11 8:18PM
  • Shaw in Calgary is now the worst of the worst
    for Customer service ** over 2 hours for each & every department; the worst refunds *** Billing has to be Nagged repeatedly to even schedule a "Check" which won't even be issued or sent for 4-6 weeks; even when they have had the money for months; once in the past I wnt to a local office & refused to leave the clerk until I had my money back; there was a long line up but if I had stepped away I would never have gotten my money !; from May 2011 to August 21,2011 Shaw dropped my VOIP calls ; I know it was a SHAW problem because as soon as I routed my VOIP Service through a STUN server NO MORE DROPPED CALLS !!!! Shaw Tech support insisted was my Hardware causing dropped calls tho I advised Tech 5 of my clients using same VOIP with different hardware in different areas of Calgary had same problem if used Shaw Internet

    Noneymous 9/2/11 6:15PM
  • Why is the service department so bussy
    3-5 hours wait to talk to a tech is your equiptment so bad???

    Yes it it your recivers are nothing but heap made pcs of crap had three so far and all have issuse

    your product suffers due to quality of your equiptment

    upgraded to fast 9/2/11 3:20PM
  • The wait times to contact Shaw customer service are ridiculous (more than 2 hrs). And I'm calling about an issue that Shaw created (i.e., telling me I would pay $x for a new service, then billing me a different amount).

    Anonymous 9/2/11 1:31PM
  • When a company this big has a tech support department whose advise does not go beyond 'Switch it off and then back on again' you have to worry.

    chellers 9/1/11 3:11PM
  • Of all the companies I have ever had internet service with, Shaw has been the worst in terms of customer service, and in terms of the frequency with which I lose connectivity. Of the past half a dozen times I have called Shaw for support, I have spent an average of 30 minutes on hold, before hanging up in sheer frustration.

    Shaw also tells me that to cancel my landline, I must first return the phonebox to their office. I wonder how such a policy can be legal?

    flipnat 9/1/11 1:14PM
  • tried on monday to phone long distance. could not get through. phoned shaw. they said they would have the problem fixed by wednesday. phoned this morning, told no record of a problem. going to fix it today. when they now what the problem is. i have 2 children in the uk whom i can not contact. this is anoying, if this would happen in the uk,shaw would be out of bussiness. trouble is no competition here in canada. so they dont care. i will be moving over to telus, like the rest of the shaw customers, who have problems.

    glenjue 9/1/11 12:08PM
  • Yesterday, I spent over an hour and half on hold waiting to speak to a customer service to cancel my Shaw services -- never got through. When I tried in the evening, the office was closed.
    This morning, I tried calling them again... atleast today they said it will be over an hour and half wait to get through.
    Shareholders, take note. If there is over 90 minutes wait to speak to cancel your service, does it mean everyone is trying to cancel their Shaw services? It is a sign of what is ahead for this company?
    While I do not want to go to Telus, I am afraid Shaw has not left me with much other choice.

    Neil 9/1/11 9:21AM
  • August 30th at 10:00 am a technician came to our house to install Internet, and cable. I arrived home to find the internet was down and none of the TV's were working. I called support, I was on hold for One hour and 55 minutes before the call got disconnected. I called back, on hold for another two hours. While I was on hold, I checked out the TV connections. The HDPVR power was plugged in, the cable line hooked up but the HDMI cable was hanging in the mass of cables not plugged in. I plugged that in and got the TV working. I checked the Digital box in my daughters room. The cable was hooked up and power but no input cables. (Still in the box) I hooked those up to find the cable lines were installed backwards. I fixed that & reset the box. No go. I went online to activate box...You guessed it, nope! I left working on the TV and worked on the Internet connection issue for another hour and a half to no avail. I gave up for the eve. August 31rst: After my second 12 hour dayshift I called support and gave up waiting after 3 and a half hours. (Speaker phone while fixing their screw ups) I looked at the internet modem again and discovered that is was a wireless modem. I spoke to the installer on the phone and he told me it was the same as my old modem but faster. (Old modem wasn't wireless) He installed a wireless modem to a wireless router. I removed my wireless router and got the internet going. Fast speeds but the range is very poor!

    On to my sons Room to see if I could get his TV going. The Digital Box wasn't installed in his room as per instruction, It was installed in our storage room where there is no TV.

    Going on three days now, we have one TV working and the internet after hours of troubleshooting with no tech support. None of the troubleshooting guides worked.

    Also, only 1.2 the channels are working and the so called 40 Popular channels are garbage. On the contrary, the popular channels are not included to get you to pay more money for theme packs.

    The only good thing I found with Shaw is there internet speeds are unmatched.

    The reason I switched to this mess is because I initially signed up for the so called promotion of free phone for 6 months and $41.00 for the internet. I was changed 2 times that amount. I phoned Shaw and actually got a hold of someone. (about two weeks ago) Their response Oh, we don't have that deal. Telus schooled them I think on how to do that.

    I don't recommend shaw for phone or cable. Telus Sat. TV, the picture looks like true HD,, even on the non HD channels.

    Shaw does have a great promo on right now. Along with back to school, cheap PC's for the kids and an unanticipated amount of new customers, they are bogged down so bad their quality of service is beyond poor.

    The deal of the month is $65.00 for internet, either two standard digital cable boxes and one HDPVR or One PVD and one HDPVR. incl Shaw digital phone. keep in mind, if you want call display and, call waiting or voice mail, you are going to pay more than the advertised special.

    The positive that has come out of this nightmare is Telus is bogged down with calls now to. Cancellations LOL : This wil help keep the market competative and the costs down for the consumer.

    lostconnection 8/31/11 11:23PM
  • As soon as shaw fixes my phone service and repairs the phone lines that were accidentally cut during a construction project (waited one month already!!!!) I am done with them. Back to Telus i guess, who weren't any better.

    yohodog 8/31/11 6:29PM
  • I have the infortune of having the cable box in my front yard which is six feet from my living room window propped halfway open with a cable flapping in the wind which is also been twist tied to my tree and has been like this for two years and has been estimated for two more years from Shaw before they bury the cable.

    Stick 8/30/11 11:53PM
  • I am only trying to activate my new digital box. Tried at least ten to twelve times online...absolute failure. Why bother to suggest this is an option? Called technical support. Was advised of a wait of 45 mins. to 1 hour 5 mins. I simply did not believe this could be an actual response to call for service paid for in advance. I waited, nonetheless, simply to see if this was possible. I waited 2 hours 11 mins. and gave up. This is not service. This is a monopoly abusing it's customers. What kind of management allows this kind of business practise? This is not support/service or anything vaguely related. Check your ratings. I am not alone in my opinions.

    laura 8/30/11 10:16PM
  • I have already been on hold for more than 40 minutes!!! I am so frustrated. I will be cancelling my service with shaw because of this!

    NW 8/30/11 8:17PM
  • Clearly customer service is a thing of the past at Shaw. I went online and ordered changes to my services and new hardware on August 7. Needless to say it has now taken to August 30 to have a technician come to my home - and install the wrong equipment that did not even work for more than a few minutes after he left. Calling tech support gets uninformed staff after long waits on hold listening to endless Shaw self promoting advertising and some of the worst elevator music on earth.I have now wasted over 4 1/2 hours of my time today after wasting more than 20 hours before - and still no service. If ever a company deserves to go out of business it is Shaw.

    Disgusted with Shaw! 8/30/11 2:28PM
  • I switched from Shaw to Telus on Jul 1 2011 and just recieved a bill for 1900!! from Shaw. They have been contacted numerous time since June telling them to cut off the service. We have been told that they will stop the billing and they want us to return the equipment on our own, not even an offer of sending a tech to pick it up, yet they brought it here. They are charging us for unreturned equipment and services we are not even using. I do not understand how they can continue to bill us for cable, phone and internet since we told them to cut it off as of July 1! Tried calling them, over 30 minute wait time so entered number for call back. THe last few times I did not recieve a call back at all, I had to try them again days later. I will never use shaw again.

    fedupwithshaw 8/30/11 12:03PM
  • On hold 3 hours. Shaw needs to hire. callback not working. no reply to emails. going to try facebook. telus cannot be this bad.

    formerviewer 8/30/11 11:21AM
  • Shaw Direct Satellite: Wait time to speak to a CSR to activate a receiver...between 4 hours 55 minutes and 7 hours 33 minutes. What a joke this company has become.

    Selenium Sam 8/30/11 9:46AM
  • How long do I have to sit on hold so I can place an order??? Yesterday I was on hold for over an hour and eighteen minutes then hung up! This morning I am once again sitting on hold?!?! Is this Shaw’s idea of customer service? I run a business and do not have the time to sit on hold!! I want someone to call me and explain why you do not care about your customers and why I should continue using Shaw for all of our services; internet, phones, and television.

    Account – Results Canada Consulting and Training Inc.
    William M. Levy
    President and CEO
    403-531-2940
    I can be reached at 403-650-1340

    Results Canada 8/30/11 8:07AM
  • totally brutal service. We all pay - what - over $100 per month and Shaw cant afford to hire some more people to answer phones?

    like EVERYONE else here, i have been on hold twice today for multiple hrs, yet cant contact anyone. wasted valuable phone minutes, and have yet to be offered the call back option.

    I am so done with Shaw. Gonna give Telus a try. Absolutely nothing to lose. Good riddance.

    I have a overwhelming feeling however, that corporate Shaw doesnt care. They will if we all start leaving. whos with me??

    Knightrider 8/29/11 8:29PM
  • Shaw customer support (or the lack of it) is pathetic. Two hours wait yesterday (Aug 28, 2011) and I gave up. Today I was given the option to leave a phone for call back. A tech called me back 2.5 hours later and he "attempted" a remote reboot of one of my 2 Shaw PVR. It failed and now both PVR do not work (display channel 0). The worst is that the phone line went dead. the tech did not even call me back. Took 15 minutes of redails to get a Shaw line where I once again was informed that the wait time is over 2 hours. $#@$#@ stupid company.

    Angry customer 8/29/11 7:16PM
  • Waiting on hold for over an hour is ridiculous!

    kamloops 8/29/11 2:28PM
  • I HAVE BEEN ON HOLD FOR OVER 3 HOURS AND HAVE TO LEAVE TO AN APPOINTMENT. THIS SERVICE IS TOTALLY UNACCEPTABLE

    CALINANA 8/29/11 11:07AM
  • I get phoned sunday afternoo. I ask Shelley to sell me why I should stay with shaw.I asked that because I have already been sold on TELUS phone, tv, and internet.The tech guy just left my house and I lost all the channels that Shelley said I would keep.Now I`m told that it will cost me more money,I won`t be getting high speed internet either. So to make a long story short I was lied to by both Shelley and Melissa with in two days. I`m not happy and might just have your tech guy back to rip this crap out.You force us to do this stuff then you lie to us keep us as customers and I`m tired of getting ripped off.

    Ready for Telus 8/28/11 2:07PM
  • Initially, my service from Shaw was courteous, swift, and knowledgeable.

    But I have now been forced to wait, on the phone, for almost 4 hours. I am very displeased, as I was assured I could activate my PVR over the phone or online at anytime. I tried online while waiting, but that service for Live Chat cuts out after 10 pm.

    If tech support isn't availabe after a certain time, that's fine, but inform the customer of this upfront.

    5 hours and still nothing.

    Anonymous 8/28/11 2:18AM
  • I've been waiting for 5 hours - 2 1/2 hrs on hold; 2 1/2 hours waiting for call back... does anyone have their email address?

    soon to be ex-Shaw customer 8/27/11 4:07PM
  • my ph. was installed on wens. it was offline thurs, and i cant get threw to shaw on another ph. what the heck am i supposed to do really upset i am

    Anonymous 8/27/11 3:57PM
  • I was recently in the Freeport Maine Shaws store. A woman named Mary Ellen Rice was the cashier, and had PISS POOR customer service. She was rude, and made me feel less then excellent. i will never go back.

    ihatemaryER 8/27/11 12:41PM
  • I have just spent $36.00 on cell phone minutes waiting for a shaw rep to explain to me why my home phone has been down for 48 hours. I'm still sitting here waiting to speak to a rep. I will be switching service providers! Crappy service....too much down time. I have had enough. I am DONE!

    Anonymous 8/27/11 12:25AM
  • I'm totally frustrated... cannot get through to some Shaw ph. #'s and the one I'm waiting for now is already 2 hours on hold. The service used to be good but has gone downhill big time. The other day I was out-of-business for 3 hours until my service was restored. This is ridiculous !!!

    Anonymous 8/26/11 12:21PM
  • This is the worst company...I plan on switching..My phone never works..them I have to use my cell ...costing me more money....BRUTAL....

    CRISTINA 8/26/11 11:40AM
  • Over 1 hr 15 minutes on hold completely unacceptable. Still waiting. They could avoid a lot of calls with a simple 'service outage' page that had an ETA..
    Their Ask Amy sucks too. Simple answers and broken links.

    Anonymous 8/26/11 9:58AM
  • I tried to get help twice. I never spoke to a person. I have now tried again. I never received a call back. I now am told the wait is more than 2 hours. This is NOT service!

    Anonymous 8/26/11 7:51AM
  • Worst service waited over two hours on two occasions then drove to their office to find out they could not do repairs for at least two weeks. Meanwhile am being charged for a non exixtant service.

    enough is enough 8/25/11 11:18PM
  • What is their problem today. Every time I call minimum wait time for service is 2 hours. Then nothing. I just got cable today and the guy who set it up said it was a problem on the provider end and left saying that they would fix it shortly. That was 5 hours ago!!!! Shaw cable, as a new customer you are already making me regret my choice of provider. GET SOME PEOPLE ON THE PHONES RIGHT NOW! READ THESE COMMENTS ON THIS THREAT. 99% OF THEM ARE ABOUT WAIT TIMES ON HOLD WAITING FOR SERVICE. FIX THE PROBLEM OR YOU ARE GOING TO BE LOSING PEOPLE LEFT AND RIGHT. WAKE THE F$%K UP!

    Kiwi 8/25/11 8:32PM
  • Been on hold for over two hours tonight. Brutal... already on my third cordless phone while the others charge again.

    ErinC 8/25/11 8:10PM
  • I have been on hold for over an hour - really sick of the repeating muzak and boasting messages of how great they are. SO glad I'm on Telus!!!!!

    garmanzoo 8/25/11 7:57PM
  • I've been recycled through the same phone menu. No options to speak with a live human being, and I've been waiting over 2 1/2 hours for their online chat. Why can't I talk to anyone!!!

    davekelly 8/25/11 6:47PM
  • on hold for 2hrs 22mins. Amazing how sales connects in 15 mins. They transfered me to Support again . Hung up.
    Do they ever experience LOWER THAN usual call volume.

    dudley1 8/25/11 4:55PM
  • The worse service I have come across in years. Phone, internet, cable is out weekly and so I sit on hold/wait for hours for a call back. When it finally does come back on, they tell me its fixed and nothing else to discuss now. My cell phone bill is growing, cant work at home because computer doesnt work, cant call clients because phone doesnt work - and Shaw Cable could care less.

    Anonymous 8/25/11 8:43AM
  • Phone not working. Told by voice mail from Shaw that it would be an hour or more. Couldn't leave a telephone number for them to call, since they didn't ask for one. Can't stay on my cell phone for that long. What do you do????

    Joan McPhie 8/25/11 8:10AM
  • My PVR has not been working for the past two days. Tried calling tech support, the first time I got through, told I'd be transferred, but was cut off. Round 2, half hour on hold, call answered by non-tech guy, who assured me my call would be transferred as priority, that was 1.5 hours before I hung up... Very frustrating.

    Anonymous 8/24/11 8:10PM
  • Phone has not been working all day.Have tried twice now to get someone to call back on cell when told it would be a hour and half wait....BUT STILL NO CALL BACK!!!!!!...Common shaw we pay you the big bucks the least you could do is give us all some proper service.

    A very upset customer in Vernon 8/24/11 5:42PM
  • A complete lack of caring on Shaw's behalf in this digital debacle. Their attitude and behaviour indicates they couldn't care less about how they affect their customers. My intention is to cancel everything and move to the next company that doesn't give a rats ass about their customers

    Anonymous 8/24/11 1:39PM
  • They close at 8pm now when they use to be 24/7. If you call at 7:30 and have an estimated 20 minutes wait time, you will be on the line way past 8 which is their closing time. This means that you're left hanging after everybody has gone home.

    If anyone from Shaw is reading this, this is now beyond a customer service issue but a customer retention issue. Do something about it because Teksavvy is looking REALLY good right now...and they pick up the phone when you call them!

    Dr. Cynical 8/23/11 11:21PM
  • complete disgrace, no one answering the phone. TV not working. Everyone should stop making payments to them.

    jim s 8/23/11 10:40PM
  • Curently on Hold with SHAW for 90 minutes and counting..Unbelieveable!
    SHAW WEBMAIL is not working consistently..
    How is Telus working these days?

    irritated 8/23/11 8:19PM
  • horrible service, tried for past 2 days to get through, no luck, will be cancelling my service, if I can get through that is.

    Anonymous 8/23/11 8:04PM
  • On hold for 3 hours and waiting....

    No callback option today.

    I have much more important things to do. NOT IMPRESSED.

    Anonymous 8/23/11 12:53PM
  • Poorest Customer Service I have ever seen, or I mean not heard.

    TDM 8/23/11 11:46AM
  • Terrible.

    Terrible internet service.
    Terrible customer support.

    theienin 8/23/11 8:11AM
  • I had my services moved ...problems with tv...waited 3 hours on phone to get help. Then phones went dead and I couldnt wait for three hours on my cell. So am now on holidays with dead home phone and no way to get any help from shaw. Terrible company, non existent customer service.

    Marilyn Sellar 8/23/11 6:21AM
  • On August 22nd 2011 around 5.45pm, called shaw cable and internet customer service and the phone machine had put me on hold,exactly after 3 hours and1minute on hold the phone got disconnected on its own. For 3 hours I was hearing analog to digital switch and about Amy on their website. This is record Hold time for me and the earlier record was for same Shaw cable and internet provider for 2 hours.

    Anonymous 8/22/11 7:51PM
  • i have been on hold now for 1 hour 10 minutes... i cant do this from work-i have no choice but to hold.

    corgibutts2 8/22/11 6:38PM
  • I am a new customer and a very unhappy one at that.I called in to get a representative for a problem I encountered with my HD receiver.after spending 5 minutes punching phone numbers I was told their was a 2 hour wait,so I left my number as requested for a return call.2 hour and 15 minutes later I got a call that a representative would be with me momentarily.A fellow answered and informed me he was from a different department he would transfer me.I get some one else on the line telling me their would be an 1 hour wait .Why did I go with Shaw if this is the service I have to put up with? Maybe I should complain to the CRTC!!!

    edndot 8/22/11 6:20PM
  • I can't get hold of anybody . . . tried more than 10 times. Worst ever!

    J 8/22/11 12:10PM
  • There has to be somewhere we can go to get help with Shaw service. I have had problems with telephone, internet and television. This company has no respect for our time. I have spent over 20 hours on hold and talking to people from Shaw in the past month and taken 5 half days off work to be there so they can resolve their issues at my property. Sometimes they offer to leave a number and they will call you back and sometimes they don't. As I create this message I have been on hold on my cell as my home phone doesn't work for the past 96 minutes and am about to hang up out of frustration. The message said a wait time of 20 to 34 minutes when I first dialed. This company is either extremely under staffed and don't care because they are making billions or they are just that arrogant and don’t care. I can’t get Telus internet and cable where I am located so does anyone have any ideas??

    PissedinMR 8/21/11 10:25PM
  • I have been billed numerous times for Pay Per View movies that I never ordered or watched. I have complained twice & ended up hanging up because the Shaw representative on the phone said there was absolutely nothing they could do to reverse these charges & I would just have to pay for them. They now amount to well over 100.00. I live on a fixed income & can't afford these and I have been a Shaw customer for a very long time - 10 years or so. I also have Shaw internet that I have to cancel because no one comes online to tell me how to set it up.

    woodlin52 8/21/11 4:27PM
  • Internet speed aside, I regret switching to Shaw. At least with Telus, you can actually get a hold of a real person eventually. Even if Telus has an internal issue with their IVR, I have still never had to wait this long. It has been almost 5 days now, and I can not get a hold of anyone to fix an ongoing issue with my bill.
    I tried the call-back option yesterday instead of waiting on hold. Got an automated call-back in just shy of 4 hours (said would be in 2 hours), only to be put back on hold for another 20 minutes (even though I was apparently the next caller in line).

    This is complete bull crap. It should not take a week to get a hold of a company.
    Shaw isn't a Monopoly...and will be far from one with this sort of customer service.
    If I don't get this sorted out by tomorrow, I'll be cancelling and switching back!

    CoryT 8/21/11 4:26PM
  • hmmm let me think..........posistve about shaw hey,,,,,,NOPE NONE,,,,,SHAW IS A MONOPOLY SERVICE PROVIDER WHO DOESNT CARE ABOUT ANYONE BUT YOUR MONEY,,,,,,,,,,CUSTOMER SERVICE IS REVOLTING

    Anonymous 8/20/11 6:25PM
  • I agree with the TELUS thing ,,,,been on the phone for two and a half hours for customer service,,,,,,i ordered telus for the end of the month,,,,,,,so long shaw, your reps that did answer cant speak clear english for starters,,,,every canadian should be able to do so if in tele communications industry,,,,,,,,very frutrateing indeed!!

    Anonymous 8/20/11 6:19PM
  • spent all day trying to contact Shaw about our bill absolutely impossible phoned died after 3 1/2 hours on hold trying to talk to someone we have had it with the DISGRACEFUL service this company provides !!!!! we are switching to telus witch we had done before because of this same outrages phone game they play with there paying customers..

    SHANNON 8/20/11 6:06PM
  • on hold for 1 hour and 12 minuits for customer service, that is not customer service that is un-acceptable

    kbobyk 8/20/11 5:59PM
  • Called Shwa to ask if questions refgarding my mom's account. System said the the next avalailabe agent is between 27 and 41 minutes. I waited 1 hour and 45 minutes, only to be disconnected by your agent. How do you stay in business!

    Viper6 8/20/11 3:49PM
  • August 20 2011... I have been on hold for 2 hours and keep getting transfered or put on hold, this is not acceptable. If your call volume is this high then you need to hire people to fill the demand. I have been trying to reach Shaw for 5 days and have not been able to get through....Your internet is just as bad as I waited for a response for over two hours last night on line. If we had a choice we would dump Shaw.

    Anonymous 8/20/11 2:02PM
  • I am extremely frustrated with your service this morning, but I am not going to enlarge here because I have wasted so much time trying forward my remarks to you re technical support I received, only to have been thwarted twice when I tried to do so. I want to pass on my experience to someone at shaw. My phone # is 778-279-1999. I am so annoyed right now I am wondering if I want to change to another company.

    Anonymous 8/20/11 10:34AM
  • shaw customer phone in service sucks for billing and account infor. on hold yesterday for 2 hrs, final had to go without speaking to anyone. next moring i phone them back at opening hr at 8 am sharp, still put on hold for 35 minutes. sucks sucks sucks, that all i have to say shaw sucks!!!

    i hate shaw 8/18/11 8:37AM
  • On hold 2 Hrs. today...then the phone went to a busy signal & disconnected!! A month ago I
    spent 1 hr. on hold. TV problem still not
    corrected & there customer service is getting worse. The CRTC needs to leavy a heavy fine
    on Shaw. I am so mad...I am switching to
    Telus. We need more competion in this country.
    This monoply business control has got to end.

    fed up in Vancouver 8/17/11 5:23PM
  • Terrible customer service. Took over six month to resolve the issue with nothing but rude service techs that did not listen and had one to nine hour wait times on hold.

    TJ 8/17/11 9:09AM
  • i have been on hold for an hour today. I was on hold for an hour and a half yesterday and gave up.

    lfhasdfhlk;dsahfjksadh 8/16/11 5:25PM
  • 3rd day without any support. No humans available by phone. No tech support until next callback, if that ever even happens.

    Most abysmal service ever. Total fail.

    SWITCH BEFORE YOU ARE VICTIMIZED

    Anonymous 8/16/11 5:11PM
  • Switched over to Telus, but still received an online bill from shaw. Call shaw, been waiting on the phone for over an hour, and I did choose the cancellation department. Used the online agent, waited over 15 minutes, was told they don't do cancellation or anything regarding that their.

    Man, I am so glad that I don't use any shaw services anymore.

    ShawIsAnAHole 8/16/11 2:14PM
  • Your service sucks, Shaw! hours and hours I have to wait on hold.

    I just upgraded to the 50 mbps speeds...and only get 20% of that.

    calgary 8/15/11 10:20PM
  • been on hold for 1 hr and 25 min, individual does not understand that we are not receiving channel 2 (code s0a00) transfers call and hangs up!!!! Second time in a row. Fed up with Shaw....time to move to Telus

    Anonymous 8/15/11 6:42PM
  • Most frustrating customer service I have experienced in years

    gkinsman 8/15/11 1:56PM
  • Waited 2 hours for tech support call back, only to find that virus protection is not available.

    Too bad Shaw never told me that F-secure was no longer being supported before my machine was infected.

    Refused to co-operate, elevate call, or cancel account. Terrible service!

    Shaw needs to remove their "Protecting the irreplaceable" logo, because they simply don't.

    Anonymous 8/15/11 12:03AM
  • I am so mad, my phones have not been working all day and I have hunted for tech support on line and cannot find anyone to talk to you....have dialed 3 numbers and always get office closed......

    Padi 8/14/11 11:27PM
  • The worst technical service ever. I tried for a week to reach them. Minimum wait time is over 2 hours any time of the day every day...... I cancelled the connection. I guess they cannot handle the number of customers they have.

    Anonymous 8/14/11 8:40PM
  • I tried for 2 hours to get in touch with your telphone repair line. Your service is not customer service but customer aggrevation!

    Hire some new staff and improve your system. MaKE SENIOR MANAGEMENT ACCOUNTABLE FOR THIS OUTRAGEOUS SERVICE.

    It sucks!!!!

    Vincent Dykstra
    604 512 5626

    Anonymous 8/13/11 3:38PM
  • The absolute worst in customer service and when they screw up it is your fault> DDo not argue with the or they change the balance on your account. I had a credit and they changed it to me owing them but malipulating the numbers. They claim 24/7 service but what you get is a third world call center who can not do didley. Avoid Shaw anything..

    trailertrash 8/12/11 5:23PM
  • I just sat here from 12 - 4 pm for Shaw to show guess what they never showed up, again. So many times they have done this I am sick of it.

    They are useless and a total waste of my time.

    Anonymous 8/12/11 4:30PM
  • Shaw's customer service is non-existant. I recieved their new digital box and immediately had a problem with the quality of picture and even lost a few channels that I am paying for.
    It is almost impossible to reach them by phone. It is an absurd situation for Western Canada to have its television viewing held hostage by an inferior company offering an inferior product. Both Shaw and the CRTC can stick it. If I didn't need my TV for work,I would dump it in the street, thanks to Shaw.

    Tommy 8/11/11 8:37PM
  • I was on hold last night with Shaw for over 5 hours and never did reach anyone.

    Shaw deserves to lose a lot of customers for their lack of customer of service. The only time you can get a hold of Shaw easily and quickly is when you want to purchase their services.

    Suanne 8/11/11 2:24PM
  • Post messages on their FB page, they seem to respond there, but agree their service has slipped

    Anonymous 8/11/11 7:57AM
  • My life has been threatened and the police told me to call 911 if I felt in danger. I told Shaw this by email, and my daughter told them by telephone. Eight (8) hours later, Shaw emails me to tell me they have set up an appointment for tomorrow afternoon. Meanwhile I sit here without protection and without the means to call 911. Isn't that a wonderful caring company. I THINK NOT!

    Stay away from Shaw if you value your life. They don't give a damn if I'm killed tonight. I'll be letting the newspapers know what sort of company Shaw is.

    All I can hope is that the police can make them get here tonight. They know the danger I'm in.

    EightLivesGone 8/9/11 3:27PM
  • They promise 24/7 support, well it doesn't happen in Calgary.

    Try going on live Chat and see for yourselves. I'm considering switching back to Telus, although they're not much better.

    Anonymous 8/9/11 7:54AM
  • I live in Winnipeg and Shaw is useless here as well. These people have no idea as to what they are doing. You get different answers from different reps when there is only one answer.
    They always try to blame the customer for everything and have every excuse as to why something is the way it is or isn't. The wife and I are going to end up taking them to court for their actions because we are sick of being screwed by these guys.

    Anonymous 8/8/11 12:22PM
  • my cable box needs to be activated,but for 5 months now i have been unable to contact anyone.nobody ever answers,ever. worst service i ever in my life had. i am switching to someone else.

    shawless 8/8/11 12:02AM
  • I am not able to disconnect my internet services. None of the customer service means works. Live chat always show an error. I guess they are just fooling people. I called their service office and they directed me to call center. I was kept on hold at least 3 times for more than 1 hour. While I am writing this comment, I m again put on hold since last 51 mins 40 secs. lolzz.. I attached speaker to my cell and started cooking food. Now I had my dinner but m still on hold :) hahaha

    Poorest customer service in the world!

    Anonymous 8/4/11 5:14PM
  • been on hold for an hour and a half now still no one there, i have broadband 100 and its running at 2.43 download speed. wtf hate this friggin company.

    Dustin Hanville 8/3/11 6:49PM
  • Not Happy at all.
    There has been a rash of internet interruptions in the past 2 months, some at critical moments when I needed email access.

    Also being on hold for a long time is not cool for customer relationships.

    And then a get a Cust Rep, and says no tech can come until 1 week later to have a look, WTF. So I have no internet for a week, which really works out to 1 1/2 weeks/ I'll be calling Customer Service. and they better prorate the billing.
    Or I'll be discontinuing the Shae service, the whole bundled package!

    Anonymous 7/31/11 7:41PM
  • I am so totally disgusted by your"service. I have been trying all day to ORDER a new bundle. First issue-the ''person" or should I say non-person refuses my phone number that I use for access. However, it did work yesterday and today, once each day. However I had tried at least 15 time, ergo 2/15, pathetic. Someone did try to phone FINALLY but the line was dead. For the price the " head office boys" could hire some real live people to provide real service. My code number is 250-719-4286 which is also my cell number, I also have a lan line, 250-719-0096. As I write this, finally I have a real live person on the line. He was very pleasant and sold me the two extra bubdles that I wanted. If I ever provided such poor service when I ran my own business, I would have expected to be bankrupt, pretty quickly. I do expect a call back from a real live person who is in mamagement to explain why this "service" is so poor. Don't however tell me how busy you are, if that is the case HIRE MORE PEOPLE The staff who eventually answer my calls have always been pleasant and helpful. There is no problem on that level but having to call innumerable times before you get a service rep is appalling ("were sorry but all our representatives are busy", especially in the middle of the night. Marilyn Howard #302 1111 90th Ave., Dawson Creek, British Columbia V1G 5A3

    Anonymous 7/29/11 5:52PM
  • Shaw used to be good. I have been with them since early 2005 and have been a loyal customer. However, you can no longer reach anyone at Shaw. I have been on hold for more than 1.5 hours on more than one occasion then cut off when my phone service has been down. These calls were therefore from my cell. I have never been rude to them and customer service never get back to me. Also, they continue to bombard us with junk mail for a basement suite which doesn't exist. Not good for the environment - shame on you Shaw.

    Anyway - for those of you wanting to get away from this downward spiral of service and save some money.

    1) Get Netflix - just $7.99 per month with first month free.

    2) Get a VOIP provider - they are way less than Shaw. Beware! Shaw make it difficult and hold onto your number for as long as they legally can. I will be reporting them for this.

    3) Internet. This is where you will have to stick with Shaw as they have the fastest internet (unfortunately). Telus does not touch their speeds.

    Still, with just getting internet only through Shaw, I am still better off with the above set up even though Shaw punishes you with high rates for internet only.

    What a shame a company once so good who could get away with no contracts has just got too big too quickly. If the old Shaw had stayed, we would still be with them.

    Hope this helps!

    shaw 7/28/11 7:40AM
  • Shaw has never provided the "Extreme" service they charge for. 25 meg down is 12-14 meg with a wait to get at it starting. Shaw advertises 2.5 Meg up and for the last six months it ends up testing ar .49 to .54 after we wait a while for it to even start. Try watching channel 228 ( nature in hd) and you get a nice screen for 5 to 10 minutes then big box blotches. Email their complaints secures not response (or at least not within4 to 7 days - even if you leave a phone number) I just got off the phone trying to call them and it took 4 minutes to get through all their press this button then that button as they force you to listen to all there other offerings to get at any human - then you here the wait time is between 40 minutes and 1 hour. Save your money and read a book!

    41st Avenue West 7/27/11 3:08PM
  • Unbelieveable!!!! the worst company service ever! Shaw is now the example I give to people when we discuss WORST COMPANY SERVICE. How do they function as a company? I would rather suffer with their inferior product, than try and call them and ask for assistance. I don't think they even care.... they are there for a pay cheque only, and it shows.

    Anonymous 7/24/11 6:54PM
  • Just got a new Shaw Gateway yesterday. This morning it didn't record what I had set up dut to errors. This afternoon could only get a few channels and then they all went out. Spent 4 hours online and on the phone running up and down stairs turning on and off. They couldn't fix it. They will do a service call...in 5 days!

    Anonymous 7/23/11 4:13PM
  • We recently moved from Ottawa to Calgary and had arranged for disconnection of our shaw direct account. The Shaw customer service rep suggested that we go on a 6-month break until we move in to our new house (it was under construction). I decided on a whim to check my balance owing, presumed it was a few days. Apparently the persons who moved into our old home in Ottawa wanted Shaw and shaw charged us in error, and claimed they did so because they could not reach us. They also claimed that they did not have our contact information, despite the fact that they did, when I called them a third time. I asked for a bill showing our date of disconnection and they said that they did not have that recorded and would not be able to send a bill. They stated that I would need to call next month for a bill. so after discussing with my family we decided to cancel our Shaw service and in speaking with a new cusotmer service rep he stated that it was not Shaws fault and that we would be charged 30 days in lieu of proper notice. Don't you think that Shaw's behavior is inappropriate? Anyways I am going to report them to the CRTC and better business bureau. Its rather funny, but frustrating and it seems the employees do not care about losing customers. O

    DC7 7/21/11 10:23AM
  • Hello,
    We recently decided to upgrade our cable to hd, so went on line to order the package, additional channels, a hd box and a pvr (1T). No comment back from shaw, but the next day we found we only had basic cable... I phoned Shaw (25 minutes of crappy maize to sort through and being put on hold) to find that our order had been lost (?) and the CSR told me she only had a message that our cable was to be reduced to basic. 15 minutes later, everything was ordered as we originally wanted, and a technician was to install it on the Friday between 5 and 8..
    Friday 10am technician phones and asks if he can come over- I redirected him to the alotted time.. he shows up with no hd box, the wrong pvr (smaller and more expensive).. he screws up our internet connection and leaves.. thanks guy! He says a shaw csr will contact us.. It took me a while to undo the damages he did and get the internet back up..

    Monday no phone calls.. I call the 310 shaw number, complain about the service and am told I could just walk into a retail outlet to pick up the equipment and it is easy to install.. I walk to the Calgary downtown branch and talk to the lady.. she says the 1t hdpvrs have been discontinued and are out of stock.. complains about the phone staff..
    1/2 hour later of my wasted time I have the hd box and pvr (without expander)..
    That night I stop at Best Buy to buy the expander (great service), install everything and go on line to activate. The HD box is easy but issues with the HDpvr.. so I phone in.. on hold.. send in an email to the support desk (still no answer) and finally get it running..
    We have half the channels we chose (?) so I have yet to call to get that fixed..
    Is this customer service? I think I will buy a dish!

    Andrew 7/20/11 8:37AM
  • I'm a sad Shaw customer as well. Have been with then for years and told lots of people to switch because of the great service and products. I had a great plan I loved and price point that was awesome. My promo expired and the bill went up 58.00 more per mth. No help from customer service. They will not give and an address or phone number to home office customer service to contact. Now the Plan personalizer just strips out any good channels and makes you by tiers to get what you want. They won't even allow me to add a 7 pack of any channel anymore. So Sadly I am looking into Telus and bell TV. I HATE Telus but if Shaw is getting as bad I'll explore my options. If only Netflix would get more current content I would drop them all. I definitely agree they do not care about the customer anymore or retaining what they have. A sad day for me because I was a Shaw evangelist for years due to the great service. Another one bites the dust....When will corporations learn that it's great customer service we want!

    thiggy 7/19/11 3:25PM
  • Find this hard to believe.... I am essentially paying for a phone service that I cannot really access... it will take 20 days to get a service technician to fix the modem, they have to do a home visit and don't carry the product at their service stores.... WHY NOT??? I would gladly go to a store bring back the old Phone modem, and get the new one!!
    But they will take my money for a month of service that I cannot use the product!

    CJ 7/15/11 10:08PM
  • In June of 2011 we moved home. We called Shaw paid our bill and gave back all their electronics. In July we were billed 325.00 after we had cancelled our service and handed the electronics. We have a separation slip to prove it.
    We called Shaw and they said they would reimburse us, as they went into my chequing account and took the money out after we had cancelled the service. The said they could provide the money and send it to the Saskatoon office on July 8. We called the contact number and the call went to Toronto and Toronto Shaw said they had never heard of the complaint. We then drove to the Saskatoon office and they had no record of the now late transaction. We asked to speak to a manager on July 11 in the office in Saskatoon. We met with the manager and explained what we had been told would happen. She said she would get back to us in two days. On July 15 I had to call the office and left a message asking her to call me back. We still don't have our money and am considering hiring a lawyer to take us seriously. Sure enough take your money, break into your chequing account and take out the money. The worst bunch of horse's rear ends I have every encountered. They make millions and cannot get it togeather to pay me, a consumer who paid the bills on time every month.I will never ever use their services again.

    Tom 7/15/11 1:49PM
  • Just switched to telus after contacting shaw several times about pricing. All they care about right now arethere shareholders, not in the least bit interested in customer retention, we had been with them for over 12 years and we had noticed the service going to hell very quickly. glad to be away from them, Telus seems to care a lot more right now. Tell your corporateguys shareholders dont count when there are no customers, youre gonna get eaten alive in the next 3 years or so oh and did i say Shaw sucks, had to throw it in there

    smokedblue 7/11/11 8:46PM
  • Shaw is charging me for a cable box they lost!!!!
    Does anyone know how to get any help from Shaw? While moving from Edmonton to Calgary, I phoned Shaw to see what I should do with my equipment. The guy on the phone told me to take my equipment with me and when the service tech came to set up my new account he would take my old cable box. The tech came and took the box and gave me a new one. Three weeks later I'm receiving letters and calls from Shaw saying I never returned my old Edmonton equipment. After numerous calls and emails the box is no where to be found. Does anyone know how to handle this?? I can't seem to get through to any customer servive agent that I don't have the box and the tech took it. Any help would be greatly appreciated!

    Shaw Sucks 7/11/11 2:28PM
  • I never get good service with shaw, wether it be on my tv, trying to contact them by phone, or in person.

    i.hate.shaw. 7/8/11 11:38PM
  • Pathetic, 7 PVR's in 2 years, hardly respond to e-mails, consistant errors on the account and the same old pathetic saying "somebody will contact you shortly". Each time I am compensated for a cheasy package, you guys are running out of stuff to give, lets just fixe it. BBB here I come. If I want to cancel I need to call, its just an upsell game involving probable 6 months free stuff

    Cable Guy 7/8/11 1:28PM
  • I cancelled my service as I am moved out of BC. Shaw asked me return my equipment, which I did exactly when they asked me. They still charged my account for the equipment, and now they say that it will take 6-8 weeks to refund me. Trying to phone them is almost impossible, as you just sit and wait for hours. When you eventualy reach someone they are almost rude or not helpfull at all!

    Glad not be a customer anymore 7/8/11 8:37AM
  • we have been dealing with Shaw for over 15 years. we are having a problem with web hosting. The probelm was caused by Shaw tech support and we have been trying to resolve it for 2 weeks. If you can actually get through to a tech, they promise to resolve it and then do nothing. This is terrbile cusotmer servcice. If you an alterntive to Shaw, then use it.

    Anonymous 7/4/11 9:34AM
  • We were on vacation and missed our monthly payment by 15 days during the postal strike and the cut off service on June 30 without notice ( start of long weekend). We have always paid our bills and the odd time we are late we pay interest. Why would anyone cut the service over 15 days with a great history? Are they in Finacial trouble? Time to short.

    David 7/2/11 9:27PM
  • I have tried without success to learn about the new phone, TV and Internet package that is being advertised. Would you please advise how I can get in touch with Shaw in this regard.
    With thanks,
    Carol Vandermeyden

    Anonymous 6/27/11 4:53AM
  • The very, very WORST customer service anyone could ever experience in my opinion. I would NOT be able to give Shaw a rating of ZERO--- from zero to10--they aren't even a zero. I could not ever recommend their company to anyone looking for their type of product. Biggest mistake I ever made was to be talked into taking their service after numerous solicitation calls.Check with people who use Shaw BEFORE you use them--you will be hard pressed to find any positives.

    beentaken 6/24/11 6:21PM
  • I have had nothing but respect for Shaw's since we joined . I have phoned for technical issues for my PC on a few occations.with good reports on the people I have talked to. I phoned this afternoon about my Live Mail. After an hour a gentleman came on the phone . I could hardly understand what he said. He asked me to try one thing and it did not work. He then said Shaw does not work with E Mails and gave me a phone # for Microsoft. That was a waste of time. My friend came over to help me and she also called Shaw's to see if she could get some help with my problem. She was told that I had already been told Shaw doesn't help with EMails. Well to make a long story short I have been helped in the past so my question is what has happened to the courtesy Shaw's used to show.Has Telus become a better choice? Thanks Ruth Gates

    Anonymous 6/14/11 6:44PM
  • Our landline phone is not working tonight.
    This has happened may times and I become frighten that should an emergency arise that we have no phone. I think going to telus for phone service is our best option.
    This has never happened with telus to my knowledge. When you have to make a call I
    can't. I feel fed up with shaw phone service.

    Anonymous 6/4/11 9:16PM
  • It should be clearer that custmers in western canada phone a diffeertn number. I phoned the long distance number, was on hold for 5Plus minutes then fond out I neded to call the local office.

    Anonymous 6/3/11 3:15PM
  • Worst client service ever. I've lost cable coverage 2 days ago and was finally able to reach Shaw tonight... after waiting on the line for an hour! After trying a couple of things, the "technician" told me it wouldn't work and that another technician will have to check my box at home... in a week! Nothing available before. And as I work during the day, I asked if they could come during the evening or week-end. Well the wait now went to two weeks! During that time, no box and no cable reception at all. I explained that I live alone and that I watch TV a lot. They couldn't care less. Tough luck and wait two weeks. Meanwhile, listen to the radio. I ended up calling Shaw again to see if another technician on the phone would care a little more and try to fix the problem. I waited another hour to end up with someone who wasn't even willing to try to fix the problem! Result, I wasted a total of 3 hours with Shaw tonight with no results at all. And I am paying $120 per month for their "service". It make me feel sick.

    anonymous - fear them 6/2/11 10:09PM
  • i think the reason why Shaw doesn't have contract is because by the time you want to cancel their service none of the agents are reachable, but when they ask you for getting the service all of them are trying to reach you.. it sucks... i will go with telus next time..

    hindulady 5/31/11 7:10PM
  • I've been trying to make changes to my account with Shaw for 2 weeks. I have been unable to get anyone on the phone in that period of time to make the changes. Shaw customer service is non-existent.

    Anonymous 5/31/11 1:29PM
  • I have been sharing this. I think the 400 dollars was cheaper. Stealing from children is a sick buisness practice.

    I work with people with disabilities and assist many people with the job of getting a phone service. 99% of the time everything is ok. Unfortunately the 1% was so heinous I have to share. Shaw was told ahead of time a client of mine was going to be using the phone to call long distance and that the client needed to change the service to avoid a large bill. The company told them it was not a problem and the current service would be enough to cover the new long distant usage. Yes as you can imagine it was not enough coverage and the bill came back as $400.00. Yes I told them a love struck boy was calling his girlfriend and the usage was going to be high. Still they insisted the account did not need a change Therefore, I called customer service and explained the situation. They agreed it was their error and said they would pay half of the bill. My client was happy and I helped my client pay the other half. This was just before Christmas. Did I mention this guy receives very very little money each month? The next bill arrives and the bill reflects the other half is overdue plus the new account charge. Not only did they fail twice but also now they have put my clients account in arrears. I called again and received a trainee, after a long talk his trainer took over the call. The trainer was the same guy who promised the return of half of the funds. He seemed confused and assured me he could repair the problem. By the end of the call he told me the machine would not let him fix the problem and he actually sounded embarrassed.

    Shaw Steals from the disabled for profit. I have the proof so it’s a fact not slander.
    I paid the bill and Shaw you can keep the money you sick f*&#$. I promise to return over and over to share the true mentality and business sense of these thieves. Cowards the lot of you https://shaw.ca/Corporate/Investors/Corporate-Governance/

    Anonymous 5/27/11 1:33PM
  • Our phone works fine, most of the time. Sometimes our voicemail doesnt tell us we have a new voice mail until a few days later, which, with having m 2 year old having health problems, Im not very impressed when we dont get our voicemail from the childrens hospital for a couple days... also, why can't I sign into my shaw account online? AND we pay for a service with shaw so that we dont get unknown numbers, bloacked calls and soliciters, yet those are the most calls we get..... I have blocked the same number 4 times now, yet they can still get through.... WHAT AM I PAYING FOR??? Unfortunatly Shaw is better then Telus here......

    Anonymous 5/25/11 5:56PM
  • I was with Shaw for 10 years. I subscribed to their cable and landline. When I asked if they can upgrade my digital cable (which I bought myself) to an HDPVR even if I go on contract they said NO, that I have to purchase it or rent it out. So I cancelled my account and changed to Telus Optik. Got a new HDPVR and bundled all my services all for $115 a month. Weeks later I get a SHAW promotional mail offering me the deal I had originally wanted that they refused. Really? Shaw sucks ass!

    Shawsucks 5/24/11 4:56PM
  • I have lost my internet connection and my telephone connection twice in the past 2 days, and several times in the past 5 years with less than satisfactory excuses. If the product is old renew it, if it is faulty repair it, if you don't care tell me.

    Anonymous 5/24/11 4:30PM
  • I have been trying to get through to Shaw |Customer Service since 8AM today ( May 24th). All I get is all circuts are busy try again later.

    I am very pleased that I never got Shaw phone however I have a problem and have to speak with custumer service and have not been able to for 3 days now.

    At the best of times they are a pain to get through too but now they are 'out to lunch' and really trying my patience.

    fatcat 5/24/11 11:15AM
  • Yesterday 20th May we went to BC Ferry to pickup a very elderly relative who was to arrive on the 11 am sailing. It was agreed that if he got an earlier sailing to phone us. When we got to the terminal he had been sitting there alone for over an hour. When I asked why he didn't phone he said he did but the line was out of order. I had other people I was expecting calls from and wondered why I didn't hear from them. As the others have stated it is time to return to Telus. I keep a pay as you go cell phone for emergencies but should not have to use it. Shaw has disgusting customer service - why should we have to sit on hold for an hour or more to speak to someone? They charge enough to hire more staff. The telephone is our lifeline - my husband has health problems that require an ambulance on occasion - we should be able to count on having a phone. Due to Shaw's poor service I am forced to keep the pay as you go cell phone in service which isn't exactly cheap. Come on shaw - how about offering decent service it can be a matter of life and death.

    Anonymous 5/22/11 5:03PM
  • I have found Shaw telephone to be out of order here twice in the last two months. My husband is seriously ill and a phone is a critical safety issue for us. The last time the phone was out we were told to wait three days for a service Call! And it took ages to get through to Shaw as the system was programmed to return calls to our home phone which was the one not working. Fortuneatly the phone was fixed later that day as I had to call an ambulance that night.

    This time, we have the same issues but are expecting calls from various doctors and health agencies and cannot receive these which is doubly concerning before a long weekend. We didn't even know the phone did not work until we tried to call out today. Surely there is a way of notifying clients via the Shaw webmail or the WEBpagethat phones are out, the nature of the problem and the expected time line. Although we do not care to deal with Telus, we will probably return to their service because Shaw is proving to be so unreliable.

    Anonymous 5/20/11 2:58PM
  • - we're in Sidney
    -no phone service
    -can't reach SHAW
    -extremely vexing

    No 'Phone Service in Sidney 5/20/11 12:58PM
  • Surrey BC. Have a dial tone but after dialing, nothing rings. Can't dial out and probably not receiving calls either.
    Unplugged and took out battery for a minute then rehooked it all. Still no flashing green light to say all ok. All lights and orange one on and the flashing one is stable green.
    Can't phone Shaw to report problem! Arrrgh.

    frustrated 5/20/11 11:20AM
  • Same thing just happened to us -- both home and home business lines - gone!
    No support. Tried Chat. Cannot get through.
    WTH!
    Time to switch back to Telus...

    Paul and Susan in Victoria

    Anonymous 5/20/11 11:12AM
  • My phone went out of service too, and was expecting a business call. It is horrible trying to find a local CUSTOMER SERVICE number! I can't believe this! Everything was fine yesterday, and today NO ONE can get through on my local line! What kind of service are they providing?

    Anonymous 5/20/11 9:54AM
  • When Mountain Cable was bought out by Shaw, little did we know how things would go downhill.

    Regarding billing, we have yet to receive a bill that made sense. Many times we are told it is the final notice when we have paid in advance.

    Some of the charges aren't even logical. And calling about it doesn't help as it depends on who you get as they each give different explanations and totals.

    My phone/t.v./internet has been cutting out and it took forever for my daughter to call it in. And then you get a rep who doesn't know how to help you.

    TerribleService 5/12/11 1:37PM
  • Shaw is the worst company I have ever had to deal with, I thought Bell was bad but Shaw proved me wrong!

    1. You can never get through, for over 2 months the general inquiries line did not work, just had busy signal

    2. Now that I can get through, you have to wait at least 20 minutes which is ridiculous

    3. Every single bill is always messed up, and also sending people bills before usuage is insane

    4. wth is an telephone usuage tax and what is it based on????????? a 2 cents overdue charge wth is that, im sure if my bill was overdue it would be much larger then 2 cents

    5. live chat doesn't work half the time, or if it does the agents do not know how to help, or what to do

    6. each agent will tell you something different, example billing issue, one will tell you you have outstanding owed and next one will confirm what you know which is that you dont

    7. issue will claimed to be resolved, example phone constantly cutting out hanging up on people and later will do it again!

    8. if you complain through email you will not get a response

    misslisahatesshaw 5/12/11 7:19AM
  • Our television has been pixilating for 2.5 monthes, and our telephone cuts out regularly. We have called noumerous times(over 5); we were told numerous different things-Buy a new PVR, restart system, rehook up, ect, ect. Finally they sent a technician, who had a clue what customer service was- this helped to not discountinue our service immediately. He informed us that we needed a new line put in, he organized it with the subcontractor and a week later, I came home from work to a cracked side walk, dirt and mud all over our walkway, driveway as well as the neighbours yard was gone through! No follow up, still doesn't work. We called again and were told they were going to reset the system, and they would call us back in a couple hrs, surprise, surprise no phone call...
    We called the following day to cancel, and they could have cared less, when could they pick out their stuff? Unbeilivable- I tried to send an email but imagine, there is no other way to contact them. Shaw was extremely dissapointing,and i will never use or recommend to anyone.

    Anonymous 5/9/11 6:29AM
  • Moved north and had my service cut off as of the end of feb. It is now May 2 and I am waiting AGAIN to find out where my 178 + dollars that they owe me is. i called on april 12th and spoke to some little girl who didnt even bother to identify me - I have worked for convergys (who takes contracts for big business in call centers) and that is an automatic fire! like wth?

    Gritty in GP 5/2/11 11:16AM
  • Shaw updated the voice mail to the point that it never goes off now. it keeps saying we have a new voice message when we do not. Really is a piece of crap.

    Anonymous 4/27/11 1:45PM
  • Called about an issue with my bill. Waited 20 minutes on hold. Finally got through... asked about the upcoming Usage Billing. Operator said they were already doing that. Funny thing is the CEO of the company said the day before that they were going to start in a couple of months. Mentioned that was possibly enough to drive me to another vendor. He replied that everyone else was already doing it. Again, that is false - Telus has discussed it but not confirmed. Other vendors do offer unlimited or much (300gb vs. 100gb). Finally he stated that it was the CRTC that was making them change - what!?!?! No, I am sorry its greed that is making them change.

    eyerise 4/26/11 12:55PM
  • Shaw, your CS sucks. It takes way to long to get someone on the phone.
    The so call chat is a joke. Nobody responds ever. Why would I waste my time waiting?

    When I subscribed to your services you said I would be able to add/remove services at will through my online account. But that option is actually not available. I have to call.
    The usability of the portal needs to be worked on.

    Angry_ Cust 4/25/11 3:58PM
  • Very disappointed in the service call I made. Took 45 min to get through, and if you happen to miss the call back call, you're Sh*t out of luck.

    Hate your cable packages!

    Your web page where we are suppose to be able to "customize" our packages is none existent.

    I don't trust your company. Given the chance you would bill us to death with internet usage.

    All in all, if there was a better choice, with internet and TV, I would change on a dime!

    Brave_betsy 4/25/11 12:29PM
  • My home phone have been out of service now for a week.A technician was suppose to be here first thing monday morning it is now wednesday night.I have used up 25dollars worth of top up cell phone, now I am on my next 25 dollars, can't get through now at all.I have dealt with phone companies in three other provinces but by far shaw in alberta is the worst I have ever dealt with.

    Anonymous 4/20/11 7:44PM
  • Your "new and improved" message system omits a very convenient option, namely pressing 3 3 to go to the end of a message. For busy people this is very valuable and I request that you reinstate this.
    Please also note that for customer service it seems very surprising that you don't have a "leave your number and we'll call you back" option when you are experiencing heavy volume. Much better for your customers than listening to music. Malcolm Nicholson 604 922 2628

    Anonymous 4/18/11 4:09PM
  • This website is virtually useless when you want to remove tv channels. Their support via chat centre says that there is no way to do this online. So why not? You can add channels so why not be able to delete them online? Try to find an email address so you can do online communication and it is just not available. We are unhappy consumers, to say the least. There is no way a company this large should not have a better way of communicating when a customer is in need of support.

    Anonymous 4/15/11 8:17PM
  • Shaw is a terrible company in customer service. The manager I talked to was the worst I ever dealt with. I was asking if the company can match the price with Telus offered to me for bundling three home services for only $45 per month for 6 months. He claimed we do not match with anyone. After that, he did not even want to talk to me any further. His tune was definitely not pleasant at all. We finished the phone conversation less than a minute after I was on hold for more than 30 minutes.

    Definitely I am finished with Shaw. I can be convinced that they do not care about their customers after today’s experience.

    Look for good deal now. Go with Telus. Currently, they are offering 3 home services for only $45/month for 6 months; Optik TV, Optik Internet and Telus Home Phone.

    Leslie 4/11/11 1:55PM
  • - Shaw product are terrible!
    - I thought Bell service was poor, hummm Shaw is 100 times poorer!!!
    - Shaw nightmares started at install and even after cancellation the nightmares are not over!!

    I had switch from Bell to shaw for pricing reasons, in the end it costed me and extra 200$ with shaw plus a major waste of time over the phone.

    Anyone interested in having more details on my nightmare with them are welcome to request my story at thomashawk77@hotmail.com. I just can't post-it here since it's about 3 pages long of notes and details.

    Again: RUN, RUN don't look back at shaw!!

    In a short sentance my recommandation is very simple...... RUN FAR AWAY FROM SHAW !!!! or unless you like to repeat same frustating stories to new customer service people all the time without solving the issues!

    Thomas Hawk 4/5/11 1:58PM
  • The phone you have listed is not in service. The 310-Shaw number is also not in service. When you attempt to get customer service chat, the screen disappears. The message says it is because of a pop-up blocker, but when you click to allow pop-ups from Shaw it returns you to the initial screen. It is obvious that this company doesn't want to hear from customers, yet from all the comments on line that it is intent on fraudulently billing people for suites that either don't exist or are not tenanted, and also illegally compounding interest. That is why they are the target of class action suits. Well deserved, too, IMO

    Eluise 4/4/11 9:46AM
  • Dishonest company.

    For years I have been paying enormous amount, i didnt realize i shouldnt trust them and I never did checked them. I found out that this amount can go down for over $100. no loyality to a good costumer. Dont trust Shaw. This will also go to the newspaper.
    Very disappointe costumer.
    Sigal

    Dishonest 3/31/11 8:46AM
  • Not fun cancelling a shaw direct subscription......can't seem to do it on line. If they know that you're cancelling when you phone, they'll leave you hanging on the phone all night.

    william 3/30/11 9:48PM
  • I am sitting with a $2000 bill and I am no able to get any saisfactory answer, part of this bill is repeated two months later, I don't want to talk to them on phone, I asked them to provide me an e-mail address where we can communiate and I can keep my correspondance records but no mail address was provided.
    No one in customer service are able to help, they tell me some one will call me but it never happenes. I can't pay them this kind of money which is not clerified and is obviously a mistake... but what are my options, no one seems to be listning...
    once they issue you a bill... they threaten you to pay up....!!
    this is outragious and one way communication..!
    Correcting the bill is my full time job now.. still i reached no where...

    I am going to complain to CCTS...
    or have to go to small claims court...

    North surrey..
    Meet

    meet 3/30/11 12:04AM
  • Shaw is the worst Company tahts out there.

    No customer service, profit driven, won't price match with anyone.

    The HR department is worst as well, promise stuff that it doesn't deliver. Just like the rest of the company.

    This company will fall.

    Deanna Hunt 3/25/11 7:44PM
  • Shaw is an example of a company that does everything it can to avoid providing any type of personal service.

    Anonymous 3/25/11 4:35PM
  • You are not alone..I spent hours after I moved trying to get my service in place even though there was all kinds of warning. When ran out of cell minutes, I went to the local supermarket and hung on the phone till ten PM, when they closed. I have an elderly Mom and if something went wrong, it would be a tragedy just for the sake of hiring a few more people in stead of buying more companies. All we have as human beings is each other, so for heaven's sake get customer service back to SERVICE.

    Anonymous 3/24/11 8:05AM
  • Shaw internet promised to phone me between 6 & 8 PM, so I waited 2 hrs but didn't hear from them. And then at 7:50 PM I got the techs online & they SAID they phoned them for me to wonder what the problem was and they said I was 13th on the list. I asked the guys online to tell shaw secure techs to phone my cell phone first, but they didn't even do that. I always thot a promise meant something, but apparently not with Shaw. It's not real good for customer service & I'm wondering what can be done or if this letter is gonna help anything.

    Reply back to me by emailing me at ricc@shaw.ca

    hap 3/22/11 8:12PM
  • I am on hold again...have been cut off 3 times...my home phone lines for which I pay for three numbers are not working...so I am on my cell...and very very frustrated!!!!

    Anonymous 3/21/11 11:07AM
  • Shaw Direct is pulling a fast one and it's got to STOP. Shaw doesn't belong to the BBB and I can tell you why. What company would enforce policies that most customers are not aware of but are referred to the legalize fine print as agreements written in stone. WTF am I talking about? When you sign up do you know that it's for a full 1 year. Sounds like a contract to me that I didn't sign for. Want out. Then pay Shaw $200 or return the receiver. OK but I bought my receiver for $400. Too bad, pay up or give us that receiver. Why should I, it's mine. You think? Read the fine print dumbass (that would be you the customer). Shaw says that once you pay your 1st bill you agree to EVERYTHING in the fine print. BS. Sounds like a scam that should be stopped. If they made customers aware of this up front then it would be shame of me but because they like to play in the shadows, buyer beware!

    Fool me once, shame on you 3/21/11 10:04AM
  • I am NOT happy with Shaw Cable. I ask for certain channels and do not get them, yet my bill is going up - I don't get the service I want - yet have to pay unreal money. YOU SUCK SHAW! time to move on obviously.

    Laurie 3/18/11 7:22PM
  • I own many rental properties, some of which I supply cable/satelite to.I tryed Shaw at one of the properties in response to a tenants special request. Set up as auto bill to my corporate account. Everything was satisfactory for a year until I discontinued the account, ironically so my tenant could set it up in their name. Shaw discontinued the auto-bill without asking me. 2 weeks before I ever received a paper bill they started calling with an auto dialer and harassing me on my business number.... every 2 days for a month and even after their lousy $90 was paid. I called 6 times asking them to stop harassing me.... they claim they can't control their autodialer and stop it. I WILL NEVER, EVER, USE SHAW AGAIN.... they are worse than the scumbags at Videotron they replaced years ago.......

    Never Again... 3/8/11 8:34PM
  • I will never recommend Shaw phone service to ANYONE. firstly for my business it has directly lost me customers. my business number does not exist, not in the 411 directories, or in any phone book. secondly i am trying now for the last 4 months to switch my number back to telus and shaw keeps denying the switch. i find it very irresponsible and very poor customer service that shaw refuses to acknowledge when a customer is disappointed with their service and wants to leave. it is like they are purposely not releasing it to keep charging me. whatever you do dont' ever switch!

    tammyd 3/4/11 2:30PM
  • I was with shaw almost 9 months.Shaw offered promotion for 6 months and then thay raised my bill way higher.So I did call them for getting better price.lady from customer service said me sorry we dont have any better price for existing customer. Then I decided to call again to talk different person and I got same response.So I told him I got better price from other service provider.so he answered me we dont match price and did hangup on me.Then I decided to switch to other service provider.Anyway I did find very good price and did switch and did provide them my credit card#.So again I did call to shaw to disconect my internet and phone so that time they said we can offer you better price.I guess that was big Joke. I told them when I did try to talk, you did refuse me,But now I already did pay and swich to other so now you have better price for me.
    Then they did shut off my T.V for bill owing aprox. $18.00. then I did call them for disconect my tv cable and I did ask them I will return you equipment then lady told me today on mrch /02/2011 but I have to pay T.V bill untill march 24th but I will not be provided service untill I pay them $18.00.Incase if I return them digital voice terminal so then shaw owe me $32.00.
    So ultimately shaw owe me money but they not providing me service.
    Anyway I am done with shaw for rest of life.Becarefull about their language No contract. why they charging me for whole month if I have been disconected on 2nd march.

    shahzad 3/2/11 4:59PM
  • Have searched the Shaw website but cannot find any Customer Support phone # in Calgary.
    I ended up here after Google searches pointed me here.Others have said the same things and on the Shaw website you do just go in circles trying to find a #.
    Thanks to this site and the person who posted it,Customer Service can indeed be reached by dialling 403-750-6990 and pressing 0 at the start of each recorded message.7 tries for me got me through.
    It's unimaginable that a Company doesn't provide contact info on it's site.
    After an unsatisfactory time in getting clear and concise answers about pricing of what I was looking for,and reading the other comments,I'll stick with Telus.
    Do you hate Mail Spam? I do. Every month I receive a Shaw Cable letter addressed to "Current Occupant" at my Calgary home address.I have a note on the mail box to not deliver unadressed mail and flyers,which the Post Man honors.
    This little loop hole Shaw uses to send Promotional offers angers me and I have sent back every letter.I slit the cellophane window and black out my address,leaving Current Occupant visible.
    I then print on the envelove varied themes like: Current Occupant no longer resides at this address. or: Post Man,wrong address for Current Occupant. or: No one named Current Occupant living here. etc.,etc.
    Then I print on RETURN TO SENDER with an arrow pointing to Shaw's address and drop it in a mail box.
    It costs Shaw to both send it and have it returned.
    If you get this junk mail from Shaw and wish to protest it,you might consider this approach. :)

    Current Occupant 2/15/11 7:52PM
  • I called for trouble with my PVR around 5pm Saturday evening. My daily/weekly shows that are set: several of them did not record this week. Your rep said the box needed to be reset and I would have to re-enter my pre-programmed shows. At 8:00pm, the Guide is still mostly showing To Be Announced/Paid Programming; however, my pre-recorded settings still appear to be there. I called again around 8pm - and have never been so offended by a complete lack of interest, knowledge and skill than whoever it was that I had the misfortune to speak to. If you record your calls, please listen. He disagreed with what the prior rep had said - then went looking for a fight. Unbelievable. He appeared to have no knowledge of how the PVR system works - even though he told me he had been there six years. I asked to speak to someone else - he said NO. He then just started laughing so I hung up. Is this what I am paying $180.00 a month for? I cannot tell you how disgusted I am - my monthly bill should cover enough for you to supply me with someone that does not have an attitude about working Saturday night. I expect a call from someone in authority of your staff. Landline is 697-3270, office 268-1646.

    Kathy Morgan
    205, 120 - 15 Avenue SW
    Calgary, AB T2R 0P5

    Anonymous 2/12/11 8:19PM
  • appointment time givesn between 10-12. Showed up at 13.45 only to state he didn't have enough time to provide the hook-up. Called customer service to complain, stated someone would call me back in 5-10 mins. to receive the complaint. An hour later noone had called back. Called the next day to ask what happened and was informed there was nothing they could do but book me for tomorrow for the service. Needless to say I said no thanks.

    Unsatisfied. 2/8/11 2:12PM
  • Once again on hold for 1hr45 min.....on a monday night.....phone died before I could talk to an operator!!!! You gotta be kidding me. Tried to order the PPV fight two weeks ago and was on hold for over 2 hours, was also going to pay my bill. In the end I enede up watching the fight at the bar and not paying my bill. Only good news was that Shaw actually contacted ME to let me know if they didnt receive the $420 I owed them they were gonna cut me off. Might I add that $420 bill was accumulated in one month. My bills are average 350-400 per month ( subscribe to every channel, sports packages,order every UFC etc ) so I would consider myself to be a very important customer. After the last 4 months of crappy customer service, having bogus PPV charges show up on my bill as well as getting charged double (59.99) for the last 5 UFC PPVS , Im almost at my last straw with these guys. I wanna know what SHAW is going to do to fix this or what there going to offer me for months of me wasting countless hours (approx 20)on hold trying to fix all there mistakes. Not sure if anyone else has these problems but I thought there use to be a call back feature that they use to offer, also ive waited on hold for hours in the past only to have my call disconnect without warning. They keep telling me there in the process of hiring tons of people and everyone should be talking to a CSR within 5 minutes of your call. That was in OCTOBER SHAW, its January now. Its a new year , might be time for a new company who appreciates my business and has good customer service.....is that you TELUS???

    iginlacalgary 1/13/11 12:13AM
  • Shaw. When I moved in 4 years ago got a temporrary line that still just that. Poor internet and worse service. Have contacted them 10 times in 1 month - two visits and still cannot use the Internet most of the time. My computer TV tuner locks up becuase of a low bit rate transfer. Shaw really stinks. I have better things to do than plead for a service I paid for but do not get. Temp lines, poor signal ---- just trying to frustrate people to pay more. Shaw is terrible. Looking to get another form of service - that does not involve shaw.

    jimbo 12/26/10 3:06PM
  • Despite the following, this is actually a negative comment - wait until you get past the first part to see what I mean.

    The staff at the counter in the Castlegar BC office (I believe it was Sharon and Coreen)were outstanding - great customer service - if all Shaw's employees were like that I would not have gone to another company.

    After booking an install with the above two girls in Castlegar, I got home and realized I had another appointment the same day as Shaw was supposed to show up. I tried to call back to the office in Castlegar so that I could change the appointment date, using the phone number listed specifically in the phone book for the Castlegar office. Instead, I got the call centre in Kelowna. This is where it started to go very wrong. I was on hold for nearly half an hour before someone finally answered. The woman in Kelowna - Anita - was extremely rude, arrogant, patronizing, and condescending. She kept trying to set me up with different 'Packages' when all I wanted to do was change my appointment date. She was so rude that I asked to speak to the next level Supervisor, and then she started the delaying tactics saying the Supervisor wouldn't be able to help me, and that there was nothing she could do, and that there were no Supervisors around - I started counting since it went on so long, and actually asked her EIGHT times to speak to a Supervisor, before she finally said she would look around to see if there were any Supervisors. I finally got one, but he started off by trying to BS me right from the get-go - his name was Steve - he said he just talked to Anita (who no doubt gave him a version of the situation with her spin on it)- when I asked Steve what if he knew why I had asked to speak to him, he said that 'Anita knew that the best way to give you customer service was to transfer you to a Supevisor right away so that we could help you, and all she had to do was look across the room, see me in my office, and she came right in to tell me, so that I could help you' Um, no, she didn't do any such thing right away - after 8 tries she finally caved in, but before she finally did one of the lines she gave me was that there were no supervisors around. I mentioned this to 'Steve' who then got defensive and said 'Well we're all very busy around here you know' - I pointed out to him that I was very busy too, and that being busy was not the topic at hand - it was that she said you weren't there, not that you were there but were busy - I also pointed out to him that if she could see you across the room, then she just plain lied to me when she said you weren't there. Steve got even more defensive at this, and then said that if I wanted to get technical, that she can't literally see him across the room - Steve does not appear to understand that he just explained to me that he lied to me from the start of our conversation - giving me a politicians answer about she knew how to get me the best service and all the rest of the song and dance. So - now I have too Shaw employee's who are BS'ing me - one woman, who sounded 'older', which is to say this didn't sound like a young inexperienced employee (not like that would make it okay for her to treat customers that way of course), and, a Supervisor who started with fake sincerity then got angry when he was caught in his own lie. I nonetheless told Steve what happened, and he again started making excuses about how busy they all were, but said he would 'talk' to Anita - For all the Supervisors out there by the way, nobody is fooled by that line - what that really means is that you'll hang up and roll your eyes and then forget about it. Not believing him for an instant (especially after both he and Anita were caught lying to me, so why would I), I told Steve to cancel the whole service call, not to set me up with any Shaw services, and that I would get them elsewhere.

    I felt bad however for the two girls in Castlegar - I didn't want a negative notation on the service call about bad customer service and have someone think it was them because once again the two girls in Castlegar - Sharon and Coreen - were a perfect example of front line customer service reps. Anyway, because I wanted to make sure none of this flack hit them, I drove all the way back to Castlegar (about a forty minute drive), so I could talk to their supervisor personally. Unfortunately, the Castlegar office did not have a Supervisor (apparently one had recently left, and they still hadn't hired a new one). Because of this, I explained the situation to them directly ensuring they knew they had done nothing wrong, and when they checked their computer NOTHING had been noted by Steve, it just said the install was cancelled. This made it worse - I pressed them for contact numbers of persons who would be a supervisor of Steve. I wanted to pass the bad experience with Steve and Anita in Kelowna on to a higher level of Supervisor, but also wanted to make sure the higher level knew what great service the two girls in Castlegar gave. They gave me the names and phone numbers of Scott Smith, Customer Care in Cranbrook (heading up the Castlegar office in the absence of a supervisor there), and of Alwin Kwan, Manager, Customer Care, and also Donna Henschel, Supervisor, Customer Care, both in Kelowna.

    That was in September. I called all three people every single day, 2 or 3 times a day, for over two weeks. Not once did they answer their phone. Not. Once. Daily. For over two weeks. Yes, they did have voice mail, but so much for Customer Care - but, how could I leave a voice mail describing this entire event? I'm on a cell phone and travel frequently, and even if I just said call me back, I would never know when (or if) they might call, or what I might be in the middle of - like I explained to Steve, we are ALL busy. Besides which, none of this would be a concern if one of you would answer your phone just once in a two week period.

    As time passed, I phoned them less and less often - once or twice a week, but still none of them ever answer the phone. (Begs the question - why have a phone if you never answer it? Phones are not meant for voice mail, voice mail is meant to pick up on that 'once in a while' occasion when you're away from your desk, but, all day, every day, for over two weeks, for all three of you? Give me a break.)

    The reminder I get to try calling them again is when I see the Shaw van on the street once in a while, or when they send me 'junk' mail, telling me what a great deal they've got for me if I subscribe to their service.

    I'm not going to name the other outfit because that's not what this forum is for - but two days after I talked to Anita and Steve, I had service from another company up and running - pretty fast, right? The service was excellent, the attitudes were excellent - I had one minor glitch and called customer service on the phone, getting through in seven minutes - they couldn't have been better - they fixed the problem not now, but RIGHT now, and then knocked off some of the price on my next three bills to make up for the inconvenience.

    I hope you're paying attention Shaw. You can dismiss these comments if you wish, and I know losing my business won't even cause so much as a tiny blip on the radar of your intake of revenue, but the more people you treat like this, the more will go elsewhere, and sources of 'elsewhere' are becoming more and more available. You're not the only game in town, so I don't 'need' you - you don't have anyone over a barrell and I can quite easily and quite happily move on to the next service provider. When people ask me - and conversations like this happen between people all the time - who I get these services from, the first story I tell them is about what happened with your company. Then I send them over to the one I deal with now.

    Moved_on_to_another_company 12/15/10 3:17PM
  • I had a rental set of gear from them returned it on the 14th of nov. 7 days later got a letter telling me if I don't return the items that I had (whuch I kept the receipt) they would send me to collection. 2 days later I get a call form a collection company so I told them I had a receipt for the items. I then went to the shaw office and told them to fax the receipt to the collection people by the end end of the day I wanted an email stating this was taken care of. Well I got an email from the manager it was all good and wouldn't get call. Well Monday I got another call from you know who and stated that no one from Shaw called or faxed over the receipt and to cancel the bill. So again I called them after they lied on an email and didn't fax the receipt.

    STILL WAITING

    This is one of the worst companies for help in billing, service, outright disregard for the public who they service. They are the the most ignorant people in skills, training, can't handle an issue that is their own doing and are useless to the public.

    Anonymous 12/13/10 9:28PM
  • I have been a customer for over 10 years and i've only called them to upgrade services. well its december 10th so i called Shaw to see if they can give me some bonus channels for Christmas since i've been spending over $200 a month for cable, internet, and phone for at least 5 of the last 100 years.

    the person on the other end told me there was nothing she can give me except %50 off some movie channels. i let her know that i already sibscribe to all the movie channels. she then told me ill have to quit for 3 months in order to get a deal and rejoin.

    clix 12/10/10 6:35PM
  • Worst people to deal with, if I had a choice I will move my services away from these guys right away. The customer service is non-existent and reps will lie to your face and will never admit it later, even if they say that a note has been put on your account for later review. Just a bunch of lazy, dumb asses working there with absolutely no knowledge of products.
    Do yourself a favor and look for some other service provider or record every conversation you have with these idiots.
    No wonder only 4 positive comments out of 57..Shame on you SHAW!!!

    annonymous 12/7/10 2:23PM
  • We called shaw on 23rd nov to tansfer my utility to my new address , internet services b4 relocation, i was introduce to the bundell package of TV+Internet+Phone+Addon channels. It sounded great. requested installation date for 1dec.stated shaw is fully booked on 1dec. okay so the next date is 3rd december ,we called on 29th dec to confrim the the time . We get window of 1.00pm -5.00pm on 3rd dec. don't know yet Why such a big window. called on 3rd dec at 11am about the any updates the excat time , Answered shaw installed will be between 1.00 5.00pm.
    It's past 3.30pm no one show's up from shaw. ,we called again ,stated it's not 5.00 pm yet !!!!
    Past 5.30 called again shaw .Answere no informaiotn was set to schedule today at your address. , WAT ...
    we asked so when was set to. Mr. repplied on 23nov 2010.
    How did that happen ? and to which address ? whoes is billed for all the bundell package.? because we call them on 22 nov which is a big LIE from shaw rep . we never called on 22 nov . and how efficient is shaw to install on very next day? even though it took them 10day to gives a run-around on every call we made . still can't schedul untill 6th dec with the window of 8.00am 1.00pm ..
    Is any one at the shaw department would hold responseiblity of thes matter. Look foward for repply.


    Worst than Worst 12/3/10 6:41PM
  • This is my recent experience with Shaw Cable:
    Every time I called, I have to be on hold for at least 45 min.
    The booking for a tech to check out a minor problem took 1 month long.
    My scheduled booking was Dec 2, 2010 (got an auto voice message reminder on Dec. 1), but the tech came on Dec. 1, when no one's home, and left a note simply asking me to re-schedule my appointment.
    I tried to call again to get another appointment. After waiting at least 45 min for someone to answer, I got transfered a couple of times and put on hold again for another 25 min. I hang up and called to discontinue my service. It's totally hopeless and helpless.

    Anonymous 12/2/10 4:34PM
  • I have been a long time Shaw customer and have paid for the HD plus package for 5 years. Shaw tells me the my HD Plus package is an old package and does not afford me any of the new HD channels that are on the HD Plus package unless I pay the new HD Plus rate.Shaw has added new programs in the past and had never said I had to upgrade to the 'new' rates. I guess you get penalized for being a loyal client. By the way we are only talking $4.95 extra but its the principal of the matter. Shaw thinks they are invincable. Guess what Shaw Telus is coming over to set me up. Can't wait to cancel my Shaw services for good

    JWF 11/21/10 3:47PM
  • Last August, a telemarketer from Shaw offered a service for 2 months free. I said it was convincing but at that time my family are going away for a long trip and I said I could probably get the offer next time. The sales rep said that I should listed and that offer will be in stand on the day that it will be connected. Because it was convincing, I agreed that by Sept 15 it will be installed. The sales rep said that I need to provide a rental agreement and an upfront fee of $24.50 to the technician upon installment of an equipment. So on that installation date, unfortunately, the guy came 15 mins late and I came from long hours work of nights and I didnt even hear a doorbell. He left a note saying that he was coming for installation so and so. Because of the negative consumer ratings Ive been having from Shaw, I decided not to continue the service since I don't have it anyway. Suddenly I've been receiving bills from them that costs $50. It was useless to phone them and complained about it as you will be queud for 35 minutes and in the middle of conversations you get hanged up. It was so frustrating. They don't even have a proper mailing address to file a complaint against them. So now, I decided to write a complaint against them to Small Claims Court of BC and forward a copy to CRTC. See how far this one can be resolved.

    Len 11/18/10 5:15AM
  • Beware of these scammers. Actually, maybe it's not fair to call them scammers -- they are just inept. I signed up for a package deal (against my better judgement) which was to include internet, Cable and Digital phone. They called it the Novus Package - $54.00+tax. I pre-paid 3 months in advance and today (2 months later), my services shut off. I called to find out what was going on and their explaination was as follows:

    Because the technician had yet to initiate the phone jack (I was out of town, it was scheduled for Nov 15) they were charging me thier "regular" price for the other two services until the phone was active -- ie: $250+. Not a price I ever agreed to and their answer to me (after 2 hours of hold time) was basically "tough". Now I'll have to deal with this in court, more than likely, simply to protect my credit.

    I'm not surprised, I should have known better. I've had trouble with these idiots and their inability to apply promo codes before. Keep an eye on your bill and NEVER pre-auth payments.

    pulp 11/12/10 10:23PM
  • Hold times for customer service are extremely long and did not solve my problem

    Anonymous 11/12/10 9:55PM
  • I've tried contacting Shaw 4 times over the past 2 days, waited 20-35 minutes on the phone each time and had the phone disconnect each time without reaching anyone.

    Only a Monopoly would get away with the criminal level of service this company provides.

    Anonymous 11/7/10 5:40PM
  • So, 1 week later I need to call Shaw again (I've already called x3 this month, and wasted many hrs on hold, left negative comment then too). I've just slammed down the phone again after waiting 1 hr 10 mins. NO option to leave call back. Where are some of the 400 people you're supposed to be hiring over the last month? I work in an office with a call centre and we get complaints about ours, but Shaw's is the WORST ever. This is so unacceptable, if it wasn't such a hassle to switch back to Telus I would have done it long ago. GET WITH IT SHAW. A LOT OF PISSED OFF PEOPLE OUT THERE!!!

    vj 11/5/10 7:24PM
  • The amount of time it takes to talk to someone is "Terrible". Whether just a quick question or more, it takes way too long to get through.

    Anonymous 11/5/10 3:40PM
  • I have had my cable installed recently and at the time i was not home but my girlfriend was. Upon entering the home the installer proceeded to take it upon himself to flirt and ask her out. giving her free movie channels for 3 months as a favor. I wonder if this is a general practice at Shaw Cable ? Kinda makes me feel unsafe to leave her alone with this type of person. Do you actually screen who you hire or just hire whoever ? regardless i am very unhappy about this. How would you like this to happen in your home? PROFESSIONAL ? not !! boarders on sexual harrassment i think. reguardless he should be fired immediatly for this so he has no chance to do this to anyone else. i can not make out his name on the receipt but he installed this cable on 37th street in the SW of Calgary. his initials are K.Y. and drives a blue mini van with yellow ladders on top. If this is you general practice then i suspect you will do nothing and he will be free to do this with other at home alone woman. I heard this conversation outside the door before entering and also was told by her. I will be waiting for a response to this complaint before i seek other advice from legal sources. thank you

    Anonymous 11/4/10 6:35PM
  • I have been promised twice that someone (including a supervisor) would phone within a specific period; it did not happen.

    A process (to configure voice mail) that should have taken 5 minutes has now into its 30th hour without resolution.

    Seaview 11/4/10 4:24PM
  • I am tired of trying to get through the switchboard, I have been with out internet for a week and at that time the rep changes the SMC box yes it worked until the next morning. Then nothing, I had been rebooting my computer 5 or 6 times up until then, now even unplugging and restarting the SMC does not let me get on to the interet but I can piggy back onto the neighbours unsecured line. Yes I have cable and phone

    FERNE 11/1/10 10:20PM
  • worst hold time i have ever had. A monday evening, was on hold for over 2 hrs.
    I have never experienced this with any other company. I am going to cancel my service because of this. Completely unacceptable in my opinion.

    jayjay 11/1/10 6:35PM
  • This is probably the worst company I've ever had the misfortune to deal with. They have messed up my subscription on numerous occasions which necessitated 4 calls (with waiting times of > 45 mins) within 1 year.

    Well done Shaw.....no more repeat customers I hope!

    Angrycustomer11 11/1/10 6:04PM
  • Hell I have been on hold for hours waiting for assistance. This has been the case for the last 14 years in 7 Cities, and two Provinces.

    Tenet 10/29/10 8:01PM
  • Been on hold forever. Filed complaints wih CRTC. Here is an example: No TV or internet service all week: Monday on hold 1 hour 6 minutes, Tuesday on hold 1 hour 2 minutes, Wednesday on hold 1 hour 14 minutes, Thurs. on hold 1 hour 33 minutes, tonight on hold 1 hour, then 1 hour 15 minutes, on hold as I write this and will fall asleep before getting assistance as usual. This company is a pernicious presence in Canada.

    Jeff 10/29/10 7:45PM
  • Terrible service. I was given a day of installation, no one showed up. When I called to find out what is happening I got the answer that I am mistaken and there is no appointment. They almost accuses me of lying about the date. They suggested for me to go pick up the product and install it myself.

    Rima 10/29/10 3:37PM
  • The technical support at (250) 334-0888 hang up my call in purpose, to reduce its queue, after I spend 30 minutes to be connected. What a service! I am moving away from Shaw for sure.

    angry customer 10/28/10 3:24PM
  • Shaw's supermarket on Hyde Park avenue is harassing customers. I noticed employees telling people to make fun of a customer. This makes for an uncomfortable shopping experience, and is very unprofessional.

    Anonymous 10/27/10 8:36AM
  • Absolutely terrible, terrible service. On hold forever, no intstruction on how to leave # for call back. This is not just a one time bad experience. I've had to call them x3 this week. Wasted hrs. waiting for a CSR to answer. I'm on hold again right now, have been waiting for 1 hr. Pissed off!!!! Get some better service or I'm cancelling!!!

    vj 10/26/10 5:15PM
  • Cable internet is supposed 2b fast, but my shaw internet has slowed down 3times and now I'm waiting 4a tech to come out and see the probblem AGAIN!!I never had this probblem with telus internet, and shaw boasts fastest internet around??? The last phone call to shaw they made me feel like a liar, the phone assisstant insisted on linking in2 my computer to verify what I told him I already did, and that was "unpluging modem and router, then pluging back in, and numerous internetspeed tests from two different websites, and the results were well BELOW AVERAGE!!!we have 2 computers that slowed down and a XBOX360 Halo game that always checks internet broadband strength 4optimal gaming and as of 3 days ago its been SUB-OPTIMAL it reads, so I told this guy on the phone and he seemed to insist it was my computer(s) and he could do nothing about the XB360, I told him the XB360 requires internet and its made buy MICROSOFT and when it gives me a READING OF "SUB-OPTIMAL" streangth theres somthing wrong with the supossed to be "fastest internet at 7.5 mbps" But NO this guy on the phone believed its the computer that wrong, after he did his bs look at my computer via "computer link assisstant" he realized thats I was telling the truth and put me on hold for 5min I asked why? he said he needed 2 discuss the situation with co-workers, then he came back and said he'll send a tech out on tuesday morn.
    To many times shaw goes down at midnite for a 1-3 hours unexpectedly, then the internet slows down very badly, and the phone line to talk to some one at shaw, well I waited an "HOUR" B4 HANGING UP THEN CALLING BACK 2 LEAVE A CALL BACK NUMBER FOR THEM AND THAT TOOK 40MIN 4 THE CALL BACK THEN i GET SOME IDIOT WHO SAYS i'M LIEING BASICAL AND HAS TO VERIFY MY COMPLANT B4 SENDING A TECH OUT?!?!?
    SHAW SUCKS we been getting phone, cable and internet through them and its getting close to where we must switch BACK! to telus.

    duncan 10/24/10 12:10PM
  • another Shaw customer so frustrated with their "I am not leaving my desk today till this is resolved" after 10 calls to have a very simple mistake resolved we have not gotten any further ahead, bye bye Shaw!! It takes forever to get a human to talk to their messages on the waiting cue are always how their services are down. I don't like companies who don't tell the truth and can not fix something that they said was quite simple.

    doulamother 10/22/10 3:48PM
  • someone told me about Shaw just in passing as they knew I was looking for new internet, Phone and TV Service Provider. I went to Shaw's website and I was asked to provide my Provence and city and I entered the site. I began looking at each service mentioned above and found some reasonable pricing and therefore decide to call customer service for additional details.

    I searched the site for a about 20 minutes and could not find any contact number as they stated on all the pages they stated. I was totally perplexed because I even used the need help ask Amy and the pages pulled up my Amy had no numbers. I decided to Google the information and still nothing then I came across this "Shaw customer service phone numbers and support" which brought me to this page and saw all the complaints.

    By this I was not very impressed but I thought since this person
    Anonymous 9/18/10 1:36PM (by the way I do hope that the issues you were having have been resolved)had gone through so much and finally found a number I would give it a call and see what happened.

    A gentle man by the name of Mark finally answered the phone, I began by telling him about my difficulty in finding a number for the company and ask why. Mark began by saying that is not true Mam I am looking at the Contact us page and the number is *********, I stated that I am not sure what page he is on but I am on the same page he mentioned and there is no contact number anywhere to be found, he was getting quite rude insisting among other things. I said ok that is neither here or there right now so I will ask the question I called to ask. so I began by asking Mark if the information I found for my Province and city was correct and he stated no it was not because they meaning Shaw only had service for Ontario as far as Hamilton or something like that. So I asked what was the point of taking me through services for my city if you do not have service in that city and his response was to get more people to our website, I was shocked. I began by suggestion they might want to change that for the future because that is deception on their part by this time he was even more upset with me and HANG UP THE PHONE. I called back and got a lady I could not hear her name and I told her what had happened and she began by insisting the call must have been dropped and he could not have hang up on me, I told her the call had not been dropped and that Mark deliberately hang up the phone and she too was getting angry, and I thought to myself what kind of Company is Shaw? My response to my self was the worst type of company apparently if they misrepresent themselves online only to attract more people to their site and they have such terrible Customer Service Reps. Needless to say by the end of my second call she was as bad as Mark and I said goodbye before she could hand up as well.

    Truthfully after reading the information on this site I would not have used their service even if they had it in my city and i was more than happy that they did not and told them so. I also mentioned that maybe I should will look into reporting Shaw's business practices to the proper Authorities.

    I am not sure who that will be and since I will not be on this site again if anyone knows whom to report them to, I am sure all the people who have found this site and have written about the company's bad business practices would really appreciate it.

    Thanks you all.
    Have a blessed evening.

    Anonymous 10/18/10 3:53PM
  • Where to begin with this awful company. Lets start with waiting on hold for over 60 minutes to get assistance with my hd pvr only to find out that once i "got" through they were closed. Dont they claim 24/7 technical support. My bill is never accurate or consistant - random charges all the time. Its not like we always change packages or order PPV. If it wasnt for the lack of other decent providers in the area it would be syonara shaw.

    sprgrl 10/14/10 8:54PM
  • I am not sure what has happened to Shaw recently but their customer service levels have plummeted savagely. It used to be a pleasure to call Shaw - they would promply answer their phone calls, or if there was a wait time - they would call back. Of course they still offer this service, but if you miss their call back, you need to wait on hold until you can enter your phone number for call back, and wait for another (in my past few cases) 30 - 45 minutes. It's been awful. As much as I do not like Telus as a company, their supplied services are looking quite appealing lately, as Shaws services are becoming some what dated and over priced. I hope they can figure out what is going wrong and make it right. I like Shaw as a company. What they need is current technology, and some healthy compitition to keep them alive in the game of customer service. I feel that service levels are extremely important, and unfortunately I don't believe Shaw is meeting their agreements.

    Hitch77 10/8/10 10:06AM
  • First off, Shaw pre-bills for the next month service. I'm not sure of any other industry that can get away with this practice.

    Second of all, I originally signed up for an Internet phone and Internet bundle - I was supposed to have some sort of "enhanced speed" package. It rated worse in overall data throughput after I benchmarked it against a friend's "standard" ADSL service.

    I lost it finally after they disconnected me a day after mailing a disconnection notice. Snail mail is not as fast as email and I will never give them my banking information to take automated payments from my accounts.

    Of course, this is after several instances of my service being interrupted for some "technical" issue that it took them several weeks to identify and resolve.

    I downgraded my service to their most basic service, it took them two days before I finally called them to see why my service wasn't restored. I spent over an hour on hold trying to reach a tech.

    This last time, again, my service got disconnected because I wasn't able to make it to their office to pay the bill (health issues). The next day I managed to make it to their office and paid the $66 I owed, plus the next month. Two days later my Internet still wasn't working. I spent another 45 minutes waiting for Tech Support.

    Being an IT professional, I know what they can query and do with the cable modems. The tech assured me it was provisioned and could not verify that they had (or had not) disconnected the cable outside the building. I went home, reset the cable modem - no luck.

    Today I spent over an hour (two calls) on hold trying to reach tech support, no luck. I can't spend 30 minutes with a phone in my ear waiting for someone to pick up the line.

    As much as I don't like their competition, I've decided to deliver their cable modem to their office tomorrow, insist on a refund from next month and I will never be using their services again.

    From a technical standpoint, I attended a friend's PC and removed a malware package from their PC in 15 minutes - a feat Shaw's technical support was unable to talk her through in two hours. All she needed to do was reboot in safe mode, run Windows Defender and stop the application from starting.

    So insummary, their support bites, their "performance" is an illusion and not worth the extra expense and I would recommend considering any other ISP before Shaw.

    CowtownUser 10/5/10 12:40PM
  • long long wait time exceding 1 hour each call

    Napa 10/2/10 1:30PM
  • I have been on hold for over 95 minutes...but they did keep thanking me for continuing to hold

    WALIFERUS 9/23/10 8:06PM
  • After finding out Dec. 28/09 shaw did not offer the "hold" service (incoming calls could be answered by our machine, but no outgoing calls could be made) that we switched to shaw for, I asked for our cable & internet to be disconnected, but because of the misinformation (or was it a deliberate lie to get our business) I would have to leave my phone connected. We returned home in May to find shaw still charging us for cable as they had put it on "hold" instead of disconnecting as I asked. I called to speak to a manager......it's Sept. & I'm still waiting to speak to a manager.....10 months since I asked to be disconnected the 1st time........4 months since I asked to be disconnected the 2nd time, speak to a manager & stop billing me for cable! OUTRAGEOUS!!! UNBELIEVABLE!!! What does it take to get rid of shaw?? Also their automated callback system cut me off after ringing , but I located a # to get thru to customer service...1-888-340-1499... GOOD LUCK!

    Anonymous 9/18/10 1:36PM
  • After finding out Dec 28/09 shaw did not offer the "hold" service (our answering machine could still pick up incoming calls, but outgong calls cannot be made) that we switched from telus to shaw for, I asked for our cable & internet to be disconnected, but because of their misinformation (or was it a deliberate lie to get our service?)I would have to leave my phone connected since their "hold" does not allow incoming calls as I was originally told. We returned home in May only to find shaw still charging us for cable. Called shaw to speak to a manager....it's Sept. & still waiting to speak to a manager......10 months since I asked to be disconected the 1st time..........4 months since I asked to be disconnected the 2nd time, speak to a manager & stop billing me for cable. I've just arrived home again to find out I'm STILL being charged for cable! UNBELIEVABLE!! What does it take to get rid of shaw??? Also their automated system cut me off after ringing but I located a # to get thru on 1-888-340-1499. Good Luck!

    Anonymous 9/18/10 12:36PM
  • I am currently on hold to speak to a customer service representative, it's been 60 minutes now. When Shaw increased it's rates I asked them to justify the hike. Shaw's response was faster Internet and more choice on TV. "What changes to TV viewing would I see" the customer rep. said they would be adding Sundance, Nickelodeon and DIY channels. I have yet to see access to these. Was she lying?

    ave16 9/17/10 7:18PM
  • We are on the bundle with shaw for 2 years now & bought the shaw pvr box 8 months ago. We have had reception problems the last 2 days. The first time I called for service I waited an hour + to each them only to find out they had to send a tech out but not for a week. So I called again the next morning & this time they said they would send someone out the next day. The tech man said it was a frequency problem & it is also affected our phone & internet..In the meantime - we cannot get any of the sport channels to watch the US open. We have had other problems with outage & once for the whole weekend. Again we couldn't reach them. If this doesn't improve - we will go to Bell or Telus.

    shaw 9/9/10 8:39AM
  • I am a Duncan BC customer for tv cable.ave now had two black boxes malfunction. Once again Shaw wants me to take time off to meet their repairman to fix their black box which they cannot communicate over wire. . I asked for free month service which is 43.00
    I feel this would off set three hours I have taken off already now another malfunction box.
    Another lost day running my own company . I personally feel their great deal is only a deal if I don't have to take time off work to get their repairman to come over to fix box.

    Anonymous 8/31/10 10:43AM
  • I switched my TV and internet from Shaw to Telus. We had been customers of Shaw for 15 years. I cancelled on June 15th and returned the Cable box on June 17th. I was informed that they needed 30 days notice and we would be billed till July 23rd. I informed them that we had paid a month in advance when we first signed up. I was told well if you look on the website in this (obscure place) you will find that we state that we need 30 days. We had direct withdrawal and ran to the bank and cancelled the Shaw withdrawal. Later found out that instead of the 83.00 they were owed they tried to take out 108.00. Called to complain and they said whoops but you still owe 83.00. Found out they tried again to lift out 108.00. At this point even if we find out that the Telus service to be substandard we will never go back to Shaw.

    Anonymous 8/30/10 11:25AM
  • Price competition led to switching to bring telephone, internet and cable to single bill.
    Can't reach service number for Shaw. Going back to telus and adding their cable tv.

    paul lagace 8/11/10 8:38PM
  • When my wireless internet wasn't working yet again I called technical support. After 1 hour and 7 min. someone picked up. Her words were friendly but her tone was rude and patronizing. She suggested I try several things which I had already done and then she asked me to hold and hung up on me.

    Anonymous 8/9/10 4:21PM
  • I have waited one hour 20 minutes, once a hour, twice just under 35mins. left 3 return call requests, got one back. told the repair guy would be here closer to 4pm, got here at just after 12 when i was out, waited 40 minutes just to see if I could get him back, lousy, lousy service, must wait another week for a new repair guy. Go to hell, shaw

    Anonymous 8/6/10 2:16PM
  • terrible services..just waiting more 1 and half hour nobody answer just repeated messages!

    Anonymous 8/4/10 7:02PM
  • I decided to switch to Shaw from Telus - What a mistake!!!!! Shaw had my phones cut off without my knowledge and didn't inform me when they were coming to my house to hook me up. Hence, no phones or TV for four days. I bought a pay as you go phone to talk to them and $100 later finally got switched back on to Telus. I can't tell you the whole story as I would need five times more space than this. I'm very disappointed in Shaw and they will never see my business!!!

    fed up 7/17/10 6:42AM
  • Hi
    I read in the news paper (Globe and and Mail) that the owner of Shaw Cable (Jim Saw) took out of the cable company over 6 million dollar bonus that is $6,000,000 dollars last year. Now I know why it has taken me so long to contact them to pay my bill by voided check. Do I have to drive to
    Calgary to pay my Shaw Cable bill??

    mad monk 6/21/10 3:09PM
  • Hi
    I obtained a new credit card and decided I would pay Shaw Cable be voided check, so they can take money out of my checking account I owe about $300 dollars and I get nasty phone calls and letters to pay or they will cut my cable off. I have tried to phone them but I will not sit on any phone 23-40-13-9 minutes for any one. I am not a phone person as I do not have a cell phone or a land line. To all you techs I actually have a Rogers pager for 20 years that reaches across Canada and underground of 36 stories and 6 floors of a parkade. But if my life depended on contacting Shaw cable I would be dead. I have tried to pay my bill in total by check for about 5 months now but is absolutely impossible. They want to cut me off cable, I say go ahead with the coffee shops supplying free cable I would save $60 a month plus no head aches trying to pay my bill.

    mad monk 6/21/10 3:02PM
  • terrible service...

    Anonymous 6/16/10 5:24PM
  • i was on that website looking for a contact info and couldnt find one... its very frustrating!!! jus say thats the number for blah blah blah or say something like you have to go into certain stores... jus dont get me goin back and forth, thats prolly why no one wants to deal with shaw, cuz when they have a problem they dont have a contact info

    Anonymous 6/8/10 1:27PM
  • the customers service is rude
    i told them im cancelling my phone and cable and she asked me why
    i did not have to tell her anyway but i said telus
    then she said goodluck with telus. and i said i dont really watch that much of your cable cause i have FTA and she said "so youre stealing?"
    i almost told her to @#$ off
    Her Name is MICHELLE in the front desk in 32 ave. building..I thinking about complaining tomorrow morning to a manager

    ankie 4/25/10 11:19PM


  • Always had good service until this last time.
    Microsoft shutout my browser advising in my case to refresh ..didn't work. After a few hours fiddling around here called your tech. who advised me PC was broken take it and get it fixed That advice took one minute.Private tech was flabbergasted all it meant was to go to settings and 'refresh' two minutes. $105 that I could have done myself. At 93 I'm deaf handle my pc OK but unfortunately not a nerd. Fire that man that told me to get it fixed he should be made to refund my cost he obviously knows less than me. c. baker

    panachel13 4/17/10 12:25PM
  • First off I will say that I have made quite a few calls to Shaw's Customer Support phone number. The staff I have spoken with have been great. BUT the field service has been nothing less than frustrating. I have a problem with loss of service that occurs intermittently. This has been happening since March 25th 2010. The problem has still not been fixed. AND they expect me to take time off from work so I can be home when they arrive. I DON'T THINK SO! What kind of service is that? Shaw should come here when I am available. I am seriously considering closing my account with them.

    Cricket 4/13/10 7:03PM
  • Was an on and off customer for a few years (5) as i went to college untill this year i decided to canncel my account like i usually did to go home after Grad. This time my modem was labeled as a rental modem, the one I had been using for years and they demanded i return their property.

    Talking with customer service it boiled down to "do you have a receipt?" and being a student I don't nessisary keep receipts from 4+ years ago. They informed me there was absolutely nothing that could be done without that peice of paper no mater how improbable it was that i had rented the same modem (Serial Number) for my entire shaw lifetime (never returning it after i'd cancel for the summer before either)it was now a rental.

    I am going to have give them my modem that they seem to want so badly or pay 300 dollars... so congratulations shaw you muscled my old modem away from me!

    Moonie 2/21/10 11:38AM
  • Here is what I sent to Shaw's feedback

    My Customer Care Experience

    3 years ago I was a Shaw Customer. I had Internet and TV and was paying $118 a month plus I had paid $300 for my cable box. I was in an apartment and Telus offered a deal for the residents. They offered 2 boxes, more channels, high speed internet, all for half the price for 3 year contract. I called Shaw and told them about the deal and got "Sorry we can’t match it and no discounts". I switched to Telus and when I called to cancel Shaw service I got "Cancel? We would have given you 3 months free!” It was a little late.

    So now I am a Telus customer and every month I get Shaw advertising mail asking me to switch and a call about once a year asking me to switch. I'd patiently tell the rep the service I get from Telus and the discounts and they would say "We can’t match that". I told them I would when my 3 year term with Telus is done and my discounts are gone I would call Shaw and compare products because there are features with Shaw I like.

    So my 3 years ended in December and one Saturday I was near the Shaw building on 32nd and Barlow in Calgary. I went in and talked to a rep and said I am a Telus customer and can you at least match the Telus service for about the same price. I spent 20 min answering questions about my Telus services and how much I pay. The girl was nice but told me she could not match Telus and I needed to bring in my bill and talk to a CAR rep. She gave me a business card and wrote CAR on it and told me to go to the reception desk when I come in again.

    Today I came in to the office with my old bills and the card and asked to talk to a CAR Rep. After 5 minute the receptionist told me none were available and took me to the service desk. I briefly explained I was a Telus customer and what happened when I came in the week before and showed him my bill and the card I was given. He looked annoyed and stated "you are not a Shaw customer; you can’t see a CAR rep". From then it just got worse with me repeating what I had said the week before to the other rep and repeating what I had told him 5 min earlier. The guy was an ass. At the end he said its $124 per month for internet and TV similar to what I get with Telus plus I have to pay about $500 upfront for 2 cable boxes like I rent from Telus for free. When I showed him I pay $110 per month for the same service he said "Well with Telus you get what you pay for." Then he said "So do you want it?” I said "No thanks" and left.

    So here is what I learned. So I thought Telus service was poor and their TV and internet features were just adequate. But Shaw has shown me that they are not that bad. I had be of the opinion that if the Shaw deal had come within a few bucks of Telus that my experience with Telus and the minor TV differences made it worth trying out Shaw again. But thanks to my Shaw experience today I have to say that I will save the time, hassle, and money it would cost to switch.

    Also, since I am an engineer and am asked my opinion about all the electronics I use, I will have to say don’t go with Shaw and explain my experience. As weak as Telus is in service and they do make mistakes at least no one was ever as rude as Shaw and at least in the end if they did screw up they tried to fix the problem.

    Anonymous 2/12/10 4:25PM
  • Received flayer from shawdirect.
    I did not like their service and called for cancellation they told me that I have to stay one year or retrun the HD receiver or pay 200 fine.

    but guess what? they say no contract no condition free HD receiver 50% off for 6 months.
    they do not have any contract with not even signature they is no way they can aprove that so i am thinking to report to BBB here is the address for you
    www.calgary.bbb.org

    lets' fight with this junk people we will win they will go to hell soon I hope

    I will not return or pay or stay with this idiots

    None 2/4/10 3:07PM
  • Absolutely useless lazy layabouts who take forever to answer the phone and then refer you to someone else,mainly because they haven't a clue and neither has the person they refer you to

    Ticked Off 12/22/09 7:18PM
  • switched to Shaw yesterday cable, phone and internet. Installer was professional and installation went smooth. Until he left,we had no internet. Placed call waited 20 min said was too late for installer to return but will call in the AM for appoint as installer put in a copper wire and should not have. Never received call back. We called back about 12 pm and was told we will rec a call in the next half hour. No call was rec'd. called again at 4:00 on hold for 30 min only to say they could not help and transfered my call only to be on hold again for 20 mins. Talked to Victor and explained situation and said nothing he can do but wait I said how long he didnt know. I was fusterated and he said I was yelling I was not I was talking loud and then he had "attitude" wih me. I advised I should be switched back to MTS I had no "issues" with them and the line went dead. He called back and I asked to talk to a supervisor put on hold again and adv no one avail, I asked for call back. Im still waiting....

    Anonymous 12/15/09 4:24PM
  • Shaw Cable has to be the worst when it comes to internal communications and customer service! Have been waiting over 2 weeks for service! when contacted (5 times) you are on hold for ever (minimum of 30 minutes each time) and that's at different time periods!

    Overall, shaw does not offer a very good customer service, never show up when they say they will and if they do the job is not done!
    Contacting supervisors does absolutely NOTHING, don't waste your time with Shaw Cable they are just an other massive corporate intety that does not care about the quality of service or customers for that mater. They choose to take in as much money as they can with out giving the quality of service they clam to give!!

    THEY SUCK BIG TIME!!!!!!!!!

    Anonymous 12/12/09 2:58PM
  • Shaws New Fairfield, CT.

    I recently went to your store then to A&P a few miles away. What I dicovered which I had suspected was that your prices are way over what they should be in comparison to Stop & Shop & A&P. Further more the service at the customer service both was not good, she was rude and acting like she was doing me a favor. I will never spend my money there again, I will also contact local papers and tell friend to shop else where. Perhaps My friend from channel 11 news Help Me HOward might be interested in doing a piece. You as a company are clearly taking advantage of the public and boycot of your stores will soon be in your future! The public has choices on where to shop and you are off my list. Be fair and give value and maybe you will retain customers. Frustrated unhappy formwer customer!!

    GO AHEAD MODIFY OTHER COPIES SHOW MY WORDS!!!!

    RD, 3/31/09 6:29AM
  • Submit your comment >>
  • I don't know why they have so many bad reviews. I lost my bill so I called them. I was able to talk to a representative under 5 minutes. He reminded me of my pay per views. I didn't know how to use them so the rep extended them. There was another billing date just about to come so he join the missed bill into multiple payments. Then set up an online account for me. They were very polite and to the point. I would recommend this to everyone in the newfoundland region.

    Bored 3/9/12 8:26AM
  • OnFebruary 19 I called as I was unable to activate my new remote control. I discussed my problem with Pembe who was extremely helpful in having my problem resolved.
    Thanks, Gerry

    Anonymous 2/20/12 9:05AM
  • Generally speaking I am happy with the Shaw services that I have. I have not experienced many outages.

    Paul 1/5/12 2:30PM
  • A big thank you to Ricki in customer support who not only solved my computer problems but also took the time to suggest alternate programming and arranged to update my modem. All that on NEW YEARS DAY.



    Anonymous 1/2/12 6:20AM
  • Our family is a long-time subscriber to Shaw's internet, TV and digital phone services. Overall, service has been good with few disruptions.

    I absolutely agree with complaints regarding long wait times trying to get through to customer service. That said, when I have gotten through, the service has been friendly and has helped resolve the issues.

    Stellar service this last time. We had a weak signal on our wireless router limiting internet access. A service rep came to the house to try and 'tweak' the problem by updating cables and reducing the number of splitters. It helped, but the rep mentioned that the ultimate cause may be the old cable (installed 15? yrs ago) that carries the signal from the cable junction box into the house.

    Without us taking any further action, Shaw arranged to have the old cable replaced, which was done in 3 weeks! Furthermore, the cable crew was able to go under an existing patio without damaging the concrete. Pretty impressive.

    So yes, phone wait times need to be improved, but we have been pleased with the level of service Shaw has provided.

    Anonymous 1/1/12 12:23PM
  • After attempting to get a Shaw rep during the day I tried about 12:00 a.m. The Shaw rep was excellent and walked me through my task very patiently. She even stayed over her shift to complete the task. I was pleased. Thank you.

    Anonymous 12/28/11 9:47AM
  • I have lived at 3 locations in Victoria BC and have been with Shaw for 11 years.
    I have had nothing but excellent customer service , quick resolution and helpfullness.

    victoriabears 12/1/11 8:19PM
  • If all the comments and complaints aren't enough for Shaw Management to rectify the situation then, I believe, lots of customers will cancel their dealings with Shaw. I did not experience major problems with Customer Service except few times but in general they are friendly and caring. Very unfortunately, Shaw needs urgently to add more qualified staff, train them and offer them benefits and bonuses for service. Until that happens, Shaw must freeze their pursuit of new clients and ensure that their current customers are well cared for.

    Beacon 10/25/11 5:29PM
  • I would like to commend one of your employees, His name is Danny. I called to discontinue my mother's service following her death. I had to call many utilities and services. He was the only person I spoke to who actually listened to me. He said that he hoped the family was doing well. His comments were relevant and he was the only one who did not wish me a great day at the end of the call. It is actually quite hurtful when you are calling because someone you love is deceased to be told to have a great day. He thought about what was being said instead of going through the script. Those who think before they speak are rare so I would suggest that you try to keep this person in a position where he is dealing with the public. This was in July-August, but I had difficulty finding a place to send this.

    Brenda Janzen re estate of Kathleen Kondach in Edmonton

    Anonymous 10/24/11 8:25AM
  • Finally, got connected to customer service official 'Martin' - he turned out to know what he is doing. He in seconds provided me a confirmation number for the action taken and also promised to complete my second request - i am counting on him.

    after 4 days' of a disater experience and struggle, i came across two professionals:

    Martin (Cutomer Service)

    Ed - ID number: 0978 (Technical Service)

    Krishna 10/21/11 3:10PM
  • Great Service, Very happy with Shaw. Great Service by Luke.A in Nanaimo. Thank you.

    TechGeek01 9/27/11 8:29AM
  • I'm giving Shaw a 6.5 out of 10 here.
    They are one of the few companies with a CALL-BACK feature which is very much appreciated (it's a wonder why this feature is not available for ALL companies, it should be a mandatory). I should point out, however, that once you get a phone-call from a technician, you STILL have to be put on hold for up to a solid 10 minutes which is QUITE annoying. A CS rep should be there ON THE LINE waiting for you the minute your phone starts ringing, in my opinion. One time I had no phone service, and had to use expensive air-time on my cell phone to get through. You can imagine how much it would cost if I had to stay on the cell phone for two hours on hold!! Thank goodness that is not the case.
    Another time my digital cable TV was simply not working, and finally a technician came out ON A SUNDAY to fix the problem, he installed a SIGNAL BOOSTER and that resolved the issue. I am happy with the extra effort they went to send out a guy for this. They are clearly working hard to improve their level of customer service.

    steve 8/31/11 1:38PM
  • Finally connected to a human at Shaw after waiting on the phone for 5 hours.

    The person was polite, pleasant, and very helpful, going to great lengths to give me the best answers she could to my questions, and she spent extra time checking on specific questions I had aside from just helping activate our PVR.

    The wait was awful, and the automated messages were incredibly misleading, but the end service was very decent.

    Anonymous 8/28/11 4:34AM
  • Thank you Shaw Customer Service for restoring my FM Home service/
    Mary Russell Dyson

    mrdyson@shaw.ca 8/8/11 2:51PM
  • A Big Thank You to your employee named John in your Tech Dept at 1-888-472-2222 located in Kelowna B.C. I have been dealing with a problem with my enterphone to my condo in Langley for almost 2 months and could not get any answers from Shaw Customer Service ,Property Management people even Telus(whom I hate to deal with).I spoke to John on Monday June 27th regarding the enterphone system at my rental condo and the frustration in trying to get this problem solved .He listened to me and was extremely concerned and helpful. He went that extra mile for me and I hope Shaw recognizes him as a valued employee...Keep Up The Great Job!!! and again Thank You the problem is fixed...Anita Bertelli

    Anita B 6/28/11 6:57PM
  • To Whom It May Concern I spent over a hour on the phone with the Tech (Papy) it was not unbareable it was pleasant and I found him to be very friendly and he made sure everything was to my benefit He was so good that I would surely tell my friends and family about the care that Shaw personel showed me.

    Anonymous 6/27/11 7:35PM
  • I have been with SHAW for 11 years and although I have had to move 5 times the service I have received from SHAW is always the best it could be. Thank you SHAW for always being there for me.

    Dave T 5/27/11 5:48PM
  • We have been with shaw for almost 7 years and never had a problem, they have always been polite and able to help when needed. The wait times are a bit long but not too bad. Usually less than 10 minutes.
    eep up the good work Shaw

    Dawn 5/26/11 12:41PM
  • great service, fixed everything, and swapped me to a new SPP plan and saved me $20/month

    THANKS SHAW!

    Anonymous 5/15/11 8:27PM
  • I give em a positive result because I can't stand Telus!
    I was thrilled when they came out with home phone service, and I'm even more excited for their cell phone service to fire up..
    But I will not stand for UBB or any of its various forms.

    Jesse 4/1/11 8:22PM
  • Surprised at all the reviews here. What are you comparing Shaw too? They are miles better then Telus or Bell. Customer service has always been great (and fluent English, no annoying accents)and very helpful. They will go to your house for free for whatever issue you have. Telus charges you for it.

    Quibb 2/21/11 8:18PM
  • Moved to competition; used just 1 week and charged for the entire month! I thought, I will come back or recommend to my friends; very disappointed by your billing department!

    V.V Winnipeg 1/26/11 7:27PM
  • i WANT TO PRAISE KEVIN IN EDMONTON WHO THROUGH DIGGING AND TRULY WANTING TO HELP US WTH A VERY UNSATISFACTORY EXPERIENCE WITH OUR PHONE ALL WEEK. HAVING HELD FOR HOURS ON MY CELL ON AND OFF TRYING TO HAVE THE PROBLEM SOLVED AND SPEAKING TO SEVERAL TECHNICIANS AND THEN ONE COMING TO HOUSE... STILL WITHOUT PHONE COVERAGE . WE WERE ASKED TO REMOVE BATTERY BACK , PUSH BUTTONS IN A VERY AWKWARD SPOT FOR THE BOX. FINALLY A CALL WITH KEVIN IN EDMONTON WAS COURTEOUS AND PATIENT AND HE WAS BOUND TO GET TO THE ROOT OF THE PROBLEM WHICH HE DID.I HOPE THE HIGHER UP WILL ACKNOWLEDGE KEVIN.HE WAS OUTSTANDING. HE EVEN CALLED BACK YESTERDAY TO CHECK AND MAKE SURE WE WERE HAPPY! ACCOLADES TO KEVIN!!!
    M.J. KNOWLTON

    Anonymous 1/24/11 9:49AM
  • I've always found them helpful and always willing to try to improve their service. I have left 'call back' numbers many times and they have always called me back promptly. Just wish their prices would stop increasing. Only recent problems were with internet disconnecting. Not sure if it was a Shaw problem or a router/hub problem, but bought a new hub and only occasionally disconnects on its own.....

    Anonymous 1/7/11 2:19PM
  • I would like to say that I switched from Telus and Bell services to Shaw(Calgary)and have been very satisfied with the Customer Service as they have met all my needs. They took care of everything and were very helpful over the phone when I had a one time issue with the internet. They sent a technician out the very next day and fixed the issue. Thanks Shaw!!!!

    Cheryl

    Anonymous 11/7/10 5:43AM
  • I am writing this comment as my concerns with Shaw are being addressed. I do not know as yet what the outcome will be but am prepared to give the person I am dealing with the benefit of the doubt at this time!

    My concern is that Shaw keeps a "record" of every home that has had a one point in time or another a "basement suite" affiliated with the address!

    Now, I purchased my home 4 years ago and do not have a basement suite! I returned home from work one day to find a note (with a friendly Happy face) indicating that one of my outlets will be cut off effective Sep/22/10!

    Imagine that! Arbitrarily deciding that because the previous owner had a basement suite that I must have a basement suite! I went downstairs and checked - nope, no basement suite! :)

    I was adivised that a Shaw staff memeber was in the area and could come by to "verify" this fact for me...?

    I asked for this person's manager's name and number and proceeded to contact the individual! I must say that the person I spoke with was polite: articulate, personable, interested, sensitive and not unsympathetic!

    I have been informed that my home has been taken off of their list of houses with "basement suites". Alright, that is fine! Now, I am trying to have them address the issue of how it is that they define "who" has a basement suite and who does not have a basement suite!

    My concerns are multi faceted regarding this issue! Yes, Shaw has a genuine business concern which I can appreciate! No, I do not like the manner in which this process unfolded - coming home to find a notice "stuck in my fence" addressed to "current basement resident"?!

    I have suggestions as to how they redress and address this dilema which I am prepared to share with the manager from Shaw whom has been very friendly so far! I hope that "they" can learn from this situation and that my concerns will be appreciated by others at Shaw!

    If Shaw wishes to know something about me, a client whom has paid every bill on time and chose to do business with them of my own accord, I believe that they should ask me about the status of my home and not presume that they know what I am doing based on what may or may not have occurred with a former owner(I do not know if it is true!)!

    Was this an attempt at an upsell?
    Am I too altruistic to believe that if someone has a question or concern that they should ask their question in 'the light of day' and not be presumptious or threaten vis a vie a "note stuck in my fence" that cancellation is imminent?!

    I have faith in the person I am dealing with at Shaw because "hope defferred makes the heart grow weak!", and he has given me no reason thus far to proceed with a complaint to the local papers or media!

    This is a genuine concern of mine and of Shaw's! The issue for me is "how should Shaw go about interrogating the status of households for their services which may be resold to tennants as part of a homeowner's agreement with their tennant(s) from which Shaw receives no remuneration?"

    At present I am satisified that I am being heard! I trust that they will take my concerns to heart! I like the persoon I am dealing with and have no reason to believe he is being disingenuous!

    I shall report further on the outcome but at present I am not so predisposed to think the worst or inclined to say that this company can not change, or is not willing to change when their customer's present their arguments in cogent manner!

    Mork from Ork 9/26/10 8:06PM
  • The service from the internet tech residential support was very good and the tech. was very curtious and patient
    Big issues though with the long time onhold (30 mins plus)Every time calling the residential tech support group the same old message advices us the the call load is higher then usual (no matter what time of day it is.) Summary: Tech support was very good the on hold time was to say the least Terrible

    Anonymous 4/16/10 10:58PM
  • WOULD LIKE TO ADD....I GOT THROUGH IN LESS THAN A MINUTE FLAT ON THE ALBERTA NUMBER POSTED FOR CUSTOMER SERVICE ON THIS PAGE ...AND I LIVE IN VANCOUVER B.C.! OUTSTANDING!!!! THANKS AGAIN, GREAT PAGE, REBECCA

    REBECCA 3/2/09 4:44PM
  • Submit your comment >>
  • I worked for Shaw for many years & for some time I thought it was a good company.

    However now this company is full of lies and corruption with it's ONLY interest to line the pockets of the Shaw family.

    They will do, say anything to make more money and they treat their employees as expendable resources to use up & throw out. The ugliness I witnessed first hand was sickening.

    Don't support corporations like this that's ONLY goal is to buy another private jet, or another home in the tropics for its CEO's and in this case family. A family who I have spent many times with and was disgusted by.

    Laurie 3/27/12 11:30AM

  • I currently work at Shaw in Victoria. I must start by saying I work with the most amazing team of people ever! In Victoria, most of us are not afraid to push for a better answer if the current answer is not good enough. That's why I love our team! The service techs quite often bend over backwards to satisfy customers though it's not always obvious.

    I can't speak for every centre as centres in different cities are run differently but I can speak to Shaw as a company. Shaw has a lot of ups and downs and stuggles and triumphs. A lot of the time when it comes to packaging and service changes they kind of wing it (which I agree I wish they wouldn't).
    Shaw has had a huge struggle since last April when they lost staff and had to let a bunch of middle management go and trying to catch up since then. Wait times grew to a rediculous 4.75 hours causing a lot of these comments to get started on this site, infrastucture issues, tech issues and plant issues.

    However, whether it is obvious or not in the public eye Shaw has been working VERY hard to overcome these deficiencies. Since June they have hired nearly 2000 customer service reps (including technical support) and several hundred more service techs. I used to dread booking a service call for Edmonton or Calgary because I would have to tell the customer it would be TWO WEEKS. The other day I booked one just two DAYS away. Wait times (except the last two days) have been an average of 15 minutes. Sometimes in the afternoon there are even brief breaks between calls (no waits!). Processes are changing to be the same across all systems/cities which makes things a lot easier to deal with and the plant and infrastucture issues are being dealt with.

    Things are getting much much better. One of the things I can definately agree with is the lack of training for new reps. They only get a week which includes time sitting with someone on the phones. When I started it was three weeks! This is partly due to the rush to get people on the phones to deal with wait times. I'm hearing about furthur training for reps now so there won't be any more of these "incompitencies" that people are talking about.

    Billing: billing is always a tough one especially since there are so many different codes for services and promos and discounts. What I do know is the system does calculate properly and services are not as expensive as people think they are. They are not being ripped off (as a previous rep posted). And no, I'm not saying that becuase I currently work for Shaw. I calculated the other day that the average person on Classic Cable, High Speed Internet and Basic Phone with Voicemail pay $5/day for their service. It also works out to 2.5 cents per channel per day. What does a grande Star Bucks coffee cost? And you get 15 to 20 minutes of enjoyment out of it. People have their Shaw services 24 hrs/day, 7 days/wk, 24hr tech support and all the techs running around keeping things going. It's not a lot when thought of that way and now it's even better with Personalizer packaging.

    For people on the old style packaging HDPLUS is $16. When it was first launched it was $9 for 12 HD channels. There are now over 50 HD channels so of course the cost will go up. Do the math on that, you're now paying LESS per HD channel on that pack.

    Some people get mad because their service gets turned off if they're too late paying their bill. To put it in perspective: Shaw has about 3.5 million customers. If just 10% of those customers are overdue on their bills by $15, that is 5.25 MILLION dollars that is owed to Shaw. People think "Wow, that's a lot of income. Shaw is greedy." But I happen to know it will cost Shaw roughly $20MIL to upgrade the network just in Victoria alone. So if they don't get their income, no upgrades can happen and therefore no increase in service quality can happen.

    I wish I could fix everyone's problems. I wish customers would never get a rude rep. I wish reps wouldn't be afraid to say they might have made a mistake or to double check if they are unsure. This is what I try to instill in my colleagues.

    I'm not sure where I'm going with this now but when I read all the negative posts I just shake my head. Some of this stuff is simply having too high of an expectation (for any company) and others are just stuff that should never happen. I can't speak for every individual person in Shaw's organization but I can say that most of us do care very deeply about making things right. But remember you can only do what's humanly possible which for some people isn't good enough and that's sad.

    Shaw does need to improve their existing service before taking on more customers and they are. But it's kind of all happening at the same time.

    There's much more I'd like to leave with you all but I've written a short novel so I will close this post.

    Concerned Employee 2/29/12 2:27AM

  • I worked for Shaw cable as well only I had several years of experience in the Telecommuncations field and Excellent Customer Service skills. I agree with the comment below. Except that customers are not responsible for the training or supervision of Shaw employees. Most customers who are angry have a right to expect that Shaw will respond with honesty and integrity to complaints that customers have taken the time and at their own expense to deal with Shaw's issues. Most customers who are angry and impatient with Shaw employees have attempted to resolve their issues patiently and repeatedly without any clear resolution in sight. A service provider as large as Shaw must be held legally liable for their business practices or lack of ..... The correct response by a customer who is threatened with being sent to Collections after repeatedly attempting to reach a resolution with Shaw for a Shaw employee making a mistake on billing is with the CRTC. CRTC has a website that customers can send an email explaining the billing or service issues. A customer simply provides the calls and attempts to contact Shaw to resolve the billing and service issues and CRTC will assist them.

    ex employee 1/23/12 2:24PM

  • To all of the angry, frustrated shaw customers.

    I recently worked for shaw temporarily in the call center as a customer service rep.

    I found it to be the most challenging job I have had, very emotionally draining. I just have some comments for when you call in angry.

    I think a lot of the problems with this company is it is expanding quicker then it can train it's staff. Whether or not the training is done in such a way that people get ripped off (I couldn't tell if it was just incompetence by the policy makers or intentional ripping off) it is incredibly inconsistent in many ways and the customer suffers for it.

    I truly understand how frustrated you are because I was frustrated even trying to understand how to read a bill let alone explain it to you. I saw people get sent to collections on a daily basis for equipment they had already returned. I felt helpless in ways because once an account goes to collections there was nothing I could do.

    My roommate is in charge of the shaw bill in my house which I am thankful for but also worried that he could get dinged somehow. I am terrified to sign up with cc companies, tv, phone, internet and cell companies for fear of somehow owing hundreds of dollars that I do not owe because of an untrained employee error. Everyone makes mistakes but a lot of them do not get resolved. If we are overpaying for our service in the first place should we have to waste our time waiting on the phone for hours? It's not just shaw.

    As a previous rep I just want to say, although you are angry and I understand why, it is in your best interest to be calm and polite to the serv. rep you speak with and always get their rep number. If you are kind it can help them work longer with you to resolve a problem. It's very challenging to help someone when they are swearing at you or blaming you for something beyond your control.

    To stand up to these companies seems like a full time job in itself and when you are working to live your life it seems a very challenging task. Does anyone have any ideas of how we could prevent being overcharged, charged for things that are not our fault and generally being abused by these service providers?

    My one idea would be to write newspapers and stage a protest in front of different service office locations.



    AnnaB 1/20/12 6:12PM

  • As a Shaw employee, I just wanted to mention that the best way to provide feedback that will actually get looked at is through our website at http://www.shaw.ca/feedback/

    Some problems that I currently see as a Shaw technical support representative are poor training, poor communication & consistency between departments and regions. Very poor website (I hate our website). Poor change management process (ie. When changes are made in our system, Shaw doesn't do a good job of testing and assessing risks before approving & applying the changes, which often leads to problems, especially from the customer's perspective, as well as delays fixing problems)

    shawtech 1/6/12 12:27PM

  • 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!!!

    SicknTired 9/19/11 2:00PM

  • The WORST PLACE TO WORK EVER!

    I have never worked in a place that lies to it's customers & to it's employees like Shaw.

    A corrupt greed filled family runs this organization.

    toni 9/8/11 7:32AM



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