Shaw Customer Service

Shaw customer service has declined drastically since rogers took over payment options are out dated and cs reps have zero knowledge on gow to help

If I could rate this company ZERO, I would. They have the absolute most horrible customer support. The support representatives simply DO NOT CARE. I have been chasing a problem that Shaw admitted is an internal configuration issue, but it has been weeks and they do nothing about it. The problem is supposed to be fixed every Friday. Every Friday it fails, we call in and complain, they say they fixed it and that we have to wait until the next Friday for it to go through. IT NEVER GOES THROUGH. I cannot find an escalation path to get this problem resolved. I don't even know why I bother posting here, the company simply DOES NOT CARE. AVOID AVOID AVOID

Worst experience ever called customer service waiting time given 13mafter 30min person answered couldn't help put me on another 20min hold comes back says can't find address so basically spent an hr for nothing gonna look for alternate service provider

I cancelled my service with Shaw in March. Then was billed $1500. When I called their customer service about this bill they stated there was a record on my file saying I had called them in March but their was no record of me stating I was cancelling their service and therefor had to pay a bill for a service I never recieved. A month later they sent me another bill saying I never returned their cable box and I was charged another $500. When I spoke with customer service I stated when i paid off the bill gor the service i never recieved no one mentioned anything about the cable box but that I had boxed it up and they could come by and get it at anytime.
That was when i was informed That Shaw does NOT pick up THEIR cable boxes. It was my responsibility to take it to the post office and send it to them! And that they had already taken the $500 out of my account and would readjust this payment ONCE THEY RECIEVED their box.
$1500 For a service I never recieved + $500 for a cable box they REFUSE to pick up.

Asked for call back 3 times... never received a call horrible customer service...zero star rating

Live in a remote northern Ontario city. Shaw Direct tell me that because of my location I am now a "SELF-SERVE CUSTOMER'. What this means is that I have to try to find, hire and pay someone to come and fix my physical dish.

SD service has now declined to abominal. Ever since the forced migration to the new receiver SD signal is unreliable and unpredictable.

It's almost like the old days of short-wave radin when reception was totally hit and miss.

Now with SD it's utterly frustrating. When yooou call you can't get to discuss the problem with a qualified engineer. Why for example can I get a 92 signal on BBC Ch 263 at 8.00am and only 58 at 3.00pm, sunny and cloudless all the time. Surely it can't be the dish alignment but SD tech support is obsessed with that and will do nothing.

I really don't want to go to the "other" satellite outfit as they don't offer Saskatchewan channels.

Poor service and no speed our pc running like turtle

Albsolutely unprofessional and nonexistent customer service! Was sent a defective modem and was having unstable internet. Called them multiple times where they kept saying everything looks fine from their end and that it must be something I'm doing wrong! They couldn't send a technician out until a week later and said there's nothing else that they can do. Extremely dissappointed. Moving to another provider.

I used to get sportsnet and Tsn on my blue curve. Since Rogers Shaw joined it's cut off. Channels s
Are creep. Service is garbage. Help is non exit

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I have called about this 5 times in the last 6 days and my case has been escalated.

It is on several on my Windows computers and my Samsung Galaxy S20 FE 5G in Vernon, BC and Edmonton, AB.

This has been documented repeatedly on the web during the last 4 years and is unacceptable.

Shaw's on-line customer service is just awful. You get bumped around for half an hour then your session times out. I lost the Internet connection once - (Shaw Internet) and timed out once. Still no resolution. No way to reach the same agent so each time you just start all over again.

If i could give a no star rating I would. I have been a customer with Shaw for over 35 years and my internet has been dropping periodically which is very inconvenient when trying to complete tasks. I called Customer Service and I was told I can call you tomorrow and see if you still have a problem. No listening skills! of course it will be fine tomorrow because it works intermittently. So then I asked to speak to the Loyalty Department and was told she could tell me how much it would cost for a faster speed. I told her my contract is up in December could she give me the faster service at no charge until my contract renews and she said no. I am paying for a service that doesn't work and was told it would cost an additional $40 per month to get the faster service and I am already paying for internet service. Loyalty counts for nothing, I will definitely be looking into another provider come December

Two days in a row waiting over an hour trying to reach an agent to cancel Shaw Direct..... seriously looking at switching cable to Telus

For a phone company you would think you could speak to someone

Terrible to try to talk to anyone

Shaw recenrly bombarded me with messages in various ways that I needed to upgrade my equipment because of technological changes. The offer seemed great. OK, check it out, seems rational, BUT, the new equipment is lacking in features that we became accustomed to, like a clock on the front, avisual indication that recording was going on, a visual indication of loss of signal, and a momentary indication on the unit of current status if anything was happening, such as channel, reboot status, etc. Really a slap in the face to customers. Problem is, Bell is even worse. Hopefully after my term is expired everything that I want will be available online on my terms.

I'd give Shaw 0.1 - shaw is regularly down; wonder what's it like to use Telus? I will do that when I move from the buildings;

Shaw treats its customers like they are not intelligent enough to realize they are being disregarded . Worst company ever . It feels like I'm being bullied.

Lied to on phone. Shaw guy broke tv. Internet speed is worse than before. Can never get a hold of anyone. Complete and utter rip off - not to mention the new 20 page terms they are sending out to previous Shaw customers - even if not on contract. If you feel you are getting scammed - then you are getting scammed. Was a customer for 15 years - good riddance. Rogers takeover was the final nail in the coffin of this falling company

Dealing with Shaw and its employees has been a complete nightmare. After being evicted from my house 5 months ago, I advised Shaw to suspend my account but instead of doing so, they continued to bill me monthly at full price and after 4 months, they cancelled my account without informing me. Earlier today I'm called by creditors saying I owe over $800. I was on the phone with Shaw for 1 1/2 hours today and got nothing but a runaround by the lady on the phone. Asked several times to speak with a supervisor but wouldn't let it happen. I'll never pay this trumped up bill and if anyone is looking to switch to Shaw, please reconsider because it happens quite often and they'll always do what they can to get away with it. Horrible business to deal with!!!

An absolute @ucking joke of epic proportions these absolute @ucking buffoons have no @ucking concept of customer service or technical support @uck you Shaw Cable you pieces of sh!t

We used to have 4 boxes then thy shut down 2 an sent two an then my 83 year old mother who is doing leukemia treatment wanted to watch TV in bed because she sick an they sut off the other 2 boxes I'm so sick of these idiot I'd suggest never using them guess I. Going to bell with everything

I've used Shaw for years and always recommended them but I canceled Shaw Direct Nov 28/22 both by phone and online chat...I took a screenshot of the request..I did everything the person I spoke to told me to do and yet they say I didn't cancel and have billed me for 4 months of service I didn't have. I will never use Shaw again or recommend them to anyone. Its unfortunate that they hire inept people with no customer service skills to ruin customer relationships... and I majored in Public Relations..

Very bad customer service from Nimrat Alberta. She don't know how to talk to customer. She was showing me attitude and talking about family problems of shaw employees and talking rudely. I give her negative rating and because of her I am not gonna be with shaw anymore

Be prepared to wait for an hour or longer to speak to anyone.
And there is NO TECHNICAL SUPPORT IN THE EVENINGS OR WEEKENDS.
If your internet stops working you are on your own until Monday morning, where you will HAVE TO BE IN FRONT OF YOUR MODEM and wait on hold for hours.
So good luck every going to work. You have to be home Monday morning.

I recently visited the Milford Store and was having difficultly finding an item. I ran into a gentleman named Bobby, grocery manager, and he was so polite and helpful. He showed me exactly where to find the product I was looking for and was just a very helpful grocery man. Thank you for having such considerate and helpful employees!!!

Spoke to a representative about my overdue bill, due to the fact I have been on medical leave for 8 months. The representative gave me no options and actually told me when I requested a transfer to supervisor that they would tell me the same! Once speaking with Tejinder, she was so nice! She accepted my payment offer and gave me the necessary time to pay the balance. Thank you!!!! Tejinder gets an A + for customer service and kindness.

Super awesome service. No complaints. Would definitely recommend.

Just had a conversation with Jordan in customer service. She was very pleasant and helpful, didn't rush us took her time. Was a pleasure speaking with her.

The tech did a great job resolving my issues.

We moved from a house to condo and our Shaw service and phone etc. was transferred.
We had an excellent technician who did the work for us. His name is Ravi #2538.
He made sure that all our devices and the internet were functioning. I was very impressed by this fine gentleman.

I just want to extend a very positve customer service experienced I had with one of the agents I talked to just a while ago. Her name is Nikki. I called regarding the Disney+ subscription I have. She is the most patient customer service person I have ever encountered. I give her 101 percent ratings for a very excellent job and very polite attitude she posses. A job well done to you, Nikki!!!

A one sure happy customer here!
More power!
God bless!!!

in store service in guildford mall, surrey, bc. arian assisted me and was very helpful and knowledgeable. he made the process easy and understandable. great servic

Oludare cg23 was the best online help I've ever received. My request was not easy, and he stuck with it until the job was done. Super happy I took the chance with the online help. Perfect service

Received excellent service from Hamdane today at #53 604-62 street Edmonton

I think the Shaw service is first class and have thought so since I first got Shaw when it came into Victoria at least 20 years ago.
Today I had an issue which started out with finding a lost piece of equipment which was discovered behind the telephone cupboard. It ended with all kinds of advice and with me being way more knowledgeable about how everything worked.
I spoke with Graham from Nanaimo who was patient as can be with me, He explained everything clearly and didn't mind repeating things in layman terms. I was very impressed and am very grateful for his help. Cheers!

Robert, Agent 22424, is the best customer service satellite direct tv person that I have ever spoken to on the phone. Not only does he know his product, he took only a maximum of 7 minutes to have me properly correct another agent's poor 1 1/2 hours of service. I also find that two agents put me on hold on the chat and then hung up on me because they couldn't figure out how to solve the issue.
Marie H. of Alberta

I had a tech come out to fix my smart service. The service was absolutely excellent.
He went over and above to make sure everything was working like it was supposed to including my computers etc.. Hard to find good service these days but he deserves a BIG raise

We just had a shaw service man here to replace our modem. The service was excellent. He took the time to put the number and password into my iPad and laptop. Also checked to make sure everything else was up to date. Very pleased

MY father recently passed away in his care home, the Shaw representative, Ricki, was very empathic and adjusted the closing service bill. They provided a shipping label to return the tv equipment, i was very impressed, especially at this difficult time, thank you

I want to thank your Shaw Customer Service Manager (Anita-WUF1) and your technician (Erik) for their awesome service on March 30th in helping us to replace the cable connecting our home to the post after it was severed by a garbage truck. After some confusion (misleading) info about when the repair was scheduled Anita helped us to ensure the repair was completed in a timely manner. Anita was EXCEPTIONAL, in helping us, in working with dispatch, in getting a tech to our home and in following up to ensure the repair was satisfactory (Amazing person!!).
The tech (Erik) was also exceptional in doing a rather tricky line replacement - quickly, effectively and he was obviously very skilled. My wife works out of the house and I had to book off to meet the repairman, so Anita and Erik saved the day for us by repairing our cable. Our sincerest thanks to both of you...from my wife and I in West Vancouver.

Great customer service is hard to find now a days, but I found one of Shaw's hidden gems!

His name is Nathan, from Winnipeg, Employee # W121. He was very knowledgeable, concise, and easy to understand! He walked me through a wide range of money saving options for my internet, TV, and cell phone plan. He gave me a SMOKING DEAL!

If you are looking at renewing your Shaw contract, or switching over to Shaw, I highly recommend you ask for Nathan and have him call you back once they track him down!! He makes things very clear and simple, and he gave me a great package deal!

not happy with shaw not playing the Viking game on Sunday

I have to compliment Shaw 'chat' employee Arnel WTF3 from Winnipeg who helped me solve my router problem. He was gone when I tried to thank him on line.

I had a really great experience as the agent helping me over phone was very patient and helpful. His name is Jeswin. I really appreciate all his help as he was able to resolve all of my issues.

I was talking to Antoinette a customer service rep from Ontario. She stayed on task during a delicate situation regarding someone elses name on my mothers account. She was extremely professional and dealt with matters in order of priority to solve all of our issues. It was phenomenal customer service.

Jason Yan from the Victoria BC office
Came to our house to fix 2 cable vision problems , one of these problems we have been had for a few years . He stayed until the problem was fixed . I would like to compliment he on his skills and his attitude.
From a very satisfied customer, Keith Averill

On Wednesday afternoon I called the 1-888 number because my internet connection had stopped. The woman I spoke with told me how to try some "fixes" and then said she thought my modem was at fault and would order a technician. He came Thursday afternoon with a new, improved modem, installed it, and restored my internet. He was pleasant and efficient, so I thank Shaw for excellent service.

Thank You Shaw! You are the BEST in customer service. for us " oldies" that are digital & computerized TV challenged, your service is head & shoulders above Telus, sooo glad we switched back to Shaw. All staff are friendly & helpful and NO call Center from India, staff state their name & where they are located. Soo impressed. Keep up the great customer service,,,we were not even put on hold for 45 minutes.

Switched TV service from Bell Satellite to Shaw Direct. We get way more channels for a much lower price, got a PVR and HD receiver for free, plus free installation, friendly CSRs.

HI, I start working at since Nov 2011,
Let me tell you a funny story about this job. Back in 2011 I needed some emergency money so I apply so many job through Manpower, Sometime after Manpower call me that they found a job for me , I went there but they say I can get this job as Customer Solutions Expert. I mention Rob I am sorry I can not do that because it is a kind of telemarketing , Rob told me because of you need emergency money why don't you go there got 2 weeks full training with pay and try the job for 30 days and if you don't like the job then quit and by this time you will get your emergency money , Because of you have 10 years of Customer service experience you can do that, I try that job for about 3 month and was thinking what to do ,I found all the Supervisor and Manager are so pleased about my job , they do care about all employee, They celebrate everybody's birthday , and they care about your family , My previous job I work more then 8 years and I had feeling that my last job was the best job I ever will get. After I start this job I think I just west my time in last 8 years at my other job.
I know a lot comment say's bad customer service "YOU CAN NOT CLAP WITH ONE HAND"
Since I have start this job I am pretty sure I did serve thousand of thousand customer I have not even single complain other then good comment from customer . Most of customer . I have a lot of customer even they invite to go to meet with them. If you ever find any customer service rep ask them what department they work, if you like to talk to same person you can do that just ask there what is there extension number or Rep # they will happy to call you back .

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.

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.

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.

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.

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)

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!!!

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.