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Shaw Reviews (6)

Complaint[redacted]I pay for Broadband 50 net service. The speed I get usually varies from 7 mpbs to 20 mbps. Most of the time it is less than 10. I called their helpdesk and they said my area was saturated and there was nothing they could do . Their response was, if I didn't like the service, I should pay for a lesser service that they could provide. I asked why they continue to sell a service they cannot provide in an area that is already saturated on its bandwidth. There response was because unwound pay for it. They sent a tech pout over a week ago and I have heard nothing since. [redacted]Desired SettlementI would like them to provide the service I am paying for. If they can't provide the service they should stop selling the service in certain ares. I would like a phone call from one of their district or regional managers.Business Response We spoke with [redacted] on 12/12/2014 after we received confirmation from our planning team. We spoke in depth about the saturation issue in his area as well as the steps we are taking to resolve the area issue. [redacted] is satisfied with the explanation and resolution. We have left our direct contact information for [redacted] for any further questions or concerns.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They did not talk in detail about thevresolution., just spoke about possible fixes. I had this exact response last year over the same issue and nothing was resolved, just empty promises. I do not accept their resolution untill I actually see improvements in the service or at least approaching speeds that I am paying for.Final Business Response [redacted] We have contacted [redacted] this morning and had a conversation about the slow speeds in his area. [redacted] is aware that during the peak times (5pm - 11pm) he will not be able to achieve his maximum speeds. He admits that he can achieve these speeds all other times. Shaws terms of Use does state that the advertised speeds are up to 50mb/s as Shaw cannot guarantee maximum speed at all times. We have given him the option of lowering his package to match the speeds he is getting which would save him $20 a month, but he refused this and mentioned that he will just keep escalating through the Revdex.com until its fixed. Shaw cable does have plans to help alleviate the Peak hours, but this won't be complete until spring time. We have made [redacted] aware of this. [redacted]

Complaint[redacted]The problem started in end June beginning July. [redacted]. I began having major problems with my cable service. It would constantly freeze up lock channels on it's own and lock recorded programs so they could not be viewed or deleted. I called them 17 times over 3 weeks. Often I had to call them on then once a day. They sent three technician to my house with no change. They tried to tell me that there was a bad DMI cable however when I removed my DMI box and cable out of the circuit the problems still remained. [redacted]. In mid July I told them to cancel my service immediately. [redacted] Fast forward to today 10/21. I receive a letter from a collection agency saying I owed 610.96. [redacted]. I called Shaw cable and spoke to [redacted].when I spoke to him he said I was subject to a 30 day cancelation fee. This was the very first time I was told of this fee. I tried to explain to him that I was not able to use the services they were contracted to provide. I was told I had to use the service for 30 ,days before changing companies. NONE OF THE PROBLEMS I WAS HAVING HAD BEEN CORRECTED. NO ONE HAD SAID A WORD TO ME ABOUT A 30 DAY NOTICE. instead they tacked it on my bill even though it was VERY obvious I was having a great deal of trouble with their service. They told me that you had to give a 30 day notice and use their service regardless. Do I owe them a bill yes but I will not pay for services NOT rendered and I certainly will not pay for the last 30 days notice they claim I owe. I was not notified of this fee, and secondly after 3weeks with no resolution of technical issues Ishould not be saddled wwith a forcing of an additional 30 days charge. I had no reason to believe they could fix the problem. [redacted]Desired SettlementI expect the 30 day cancelation fee to be reverses AND any charges I received during the three weeks in which I had problems to be reversed as well. I also expect to have the bill amount corrected with the collection agency.Business Response [redacted] We have discussed the cancellation of your services, and agree that the services were not provided in working order. We have credited the agreed upon amount, and a notice will be sent to our payment solutions team with the updated balance. [redacted]

Shaw Direct has been overbilling me for services for several years as my Dish and Satellite receiver were out of date and refused to cancel my serviceI told technician I was cancelling my service as they wanted to charge me to upgrade dish and receiver. Gave Shaw ample opportunity to salvage my business. I've been a customer since 1997. When I called to advise I was connected to another provided and no longer required their services, I was told I woud be billed until October 15. I gave more than 30 days notice that I would be terminating service and SHaw did not document this with the technician I was speaking with. It is only through speaking with the Technician that I learned I was overpaying for service as I wasn't receiving all of the channels I was paying for as my Dish was outdated. I consider my services terminated as of end of business day Septemebr 15th and owe nothing as of this date. I am cancelling the pre-authorized payments with my bank and am paid in full for services. Balance owing today is 0.00 as payment was withdrawn today. Shaw is trying to tell me that I owe another $28.10. [redacted]Desired Settlement28.10 is not authorized to be billed to me as I am no longer using this service. My satellite was disconnected at 3:50 PM EST September 15th.Business Response [redacted] On the 6th of October 2014 Shaw Direct received a complaint filed by The Bureau on behalf of Ms.[redacted]. The thrust of her complaint centered in on the 30 days notice, which she believed was charged unfairly. After looking at both the consumer letter, and the customer's account record, I have determined the following: 1. No formal notice of cancellation was found on Ms. [redacted] file prior to the 15th of September2. All clients in applicable regions are subject to the Terms of Service Pursuant to section 8 of Shaw Direct's Terms of Service, Customer Agreement: "... you may terminate any part or all of our Services at any time by providing us with no less than thirty (30) days advanced notice. You will be responsible for all the Service charges until the thirty (30) days notice period has lapsed or until the Services have been otherwise cancelled or discontinued..."The first documented call from Ms.[redacted] in respect to her disconnection request was September 15th 2014, at which point the 30 day notice was applied. After considering soft factors, such as the amount owing, the length of time the client was with us, and the payment history of the client, I have decided to waive the final bill as a matter of good will. I have informed Ms. [redacted] of this fact, and have issued a refund cheque request in the amount of $28.10. At this time, Shaw Direct considers this matter resolved. [redacted]

Shaw attempting to collect money and refuses to take back equipment.Shaw offered free cable in a new building. Upon moving I attempted to return the equipment on two separate occasions. The first time they took the modem but said the rest was mine. The equipment was not in my name and I did not sign a contract or agreement of any kind with Shaw. However I have gotten a phone call from Shaw in an attempt to collect $602.38 on the account known as [redacted]. They have not provided me with a statement as to what the charges were for. However I was threatened the matter would be turned over to collections. In Red Deer I was asked for a forwarding address. I provided my new address. In Edmonton the Shaw employee said no information could be provided because the account was not under the name [redacted]. To date I have not received a statement.Desired SettlementI would like Shaw to take back the equipment as it is not in my name. I did not sign for it or enter an agreement with Shaw. I would also like a letter that I am not responsible for the equipment or any cost involved.Business Response The Shaw account# XXXXXXXXXXX that Mr. [redacted] has brought forward to us is not under his name. The account in question was under his daughter's name. [redacted] was given full access to the account by his daughter. We have left detailed message on [redacted]'s phone number (XXX)XXX-XXXX provided to us on this Revdex.com case. We would like to confirm that [redacted] has not been reported to collection agency by Shaw Cablesystems GP for account# XXXXXXXXXXXConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I attempted to contact [redacted] from Shaw as requested but have not received any reply. Shaw stated I have not been reported however [redacted] have left numerous messages as well as a text message on my phone. I want them to take back the equipment which is quite useless without the modem. I have access to the account so send me a detailed invoice.Final Business Response Sept.12th-We spoke with [redacted](father of the account holder) and explained the services [redacted] had requested from Shaw. We have the call recording that confirms [redacted] accepted to purchase equipment on a 36 month plan. Since [redacted] no longer has any contact of [redacted], [redacted] requested for us to take the purchase equipment back and he agreed to pay balance on the services used by [redacted]. We have made an exception in this case. Equipment has been taken back and account is now paid in full by [redacted].Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)All matters have been resolved. Thank you to [redacted] She was quite understanding and helpful in this situation.

Complaint[redacted] Shaw cable [redacted] account # [redacted] I have been disputing this for a long time this company has confirmed to me that this is a fraudulent account it's hard for me to cheap up with all this and takes me longer than usually I have cerbral palsy [redacted] I was [redacted] focused to pay an account that was not mine I wish I would have none this before I paid it [redacted] some one had open up multiple account in my name there is also a police file number for this and everytime I do what they ask uts never good enough I have been dealing with this for far to long [redacted] Desired SettlementI would like this and account and the collection agency account with it as permitly removed from credit history and or report and a full refund of this it was fraud [redacted] Business Response June 6th 11:50AM- We spoke with the client and advised that that we will need a letter from the authorities confirming that fraud was committed against him. As soon as we received the requested documentation, we will issue customer full refund of $345.97 which they had paid on their Shaw account in question.

They kept harassing me by calling for additional package of TV and phone to my internet of $55.00. They told me that they will charge me $10 additional for this services for 6 months. I availed this services in somewhere in April. They wrongly entered dates and everything. they charged me $99.00 instead of $65.00. When I contacted customer care one month back after long chat of half an hour I got disconnected and he by himself gave me $10.00 credit without my consent. When I contacted them again they said bill is correct and they gave me right credits. They gave me reason that it was prorated but I was not told that it will be prorated when I spoke to person while accepting offer. Now they are collecting me $16.00 extra from me and their billing is totally confusing. [redacted]Desired SettlementI wanted to have my original $55 10 MB plan back from April, I needed all additional charges for additional offer to be waived off as I am not using their phone or TV.Business Response ''We connected with Mr. [redacted] on June 18th, 2014 and discussed his concerns about the offers that were added to his account. We sincerely apologized for any inconvenience and frustrations caused by the incorrect offers provided. As a good faith gesture, we have removed the additional packages on Mr. [redacted]'s account. Additionally we have backdated the changes on his account to remove any outstanding balance. We provided the customer with our direct contact information, so we can address any future issues regarding his account. We are happy to report that Mr. [redacted] concerns have been addressed to his satisfaction.'' [redacted]

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Description: Television - Cable, CATV & Satellite

Address: 25A 2990 2nd Ave W, Prince Albert, Saskatchewan, Canada, S6V 7E9

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