Shaw Communications Customer Service Issues

I have been a loyal Shaw customer for years and my account number is [redacted]-[redacted]. Due to being stuck out of the country because of COVID, I had to suspend my account temporarily to avoid paying for services I couldn't use. Despite trying to extend the suspension beyond [redacted] days, I haven't been successful in getting through to the necessary department. I rely on my Shaw email for business and wish to keep the account active for when I return in April next year. I understand the standard policy but believe our situation warrants an exception, considering the circumstances. I hope Shaw can accommodate our request as returning customers is preferable to losing us due to this unavoidable situation. I kindly ask for your assistance in escalating this matter to the appropriate authorities. Thank you for your understanding. Sincerely, Katherine G. and Marc B.

On Thursday, my Facebook account was working fine. Today, I tried logging in with my Shaw email and password, but it said the password was incorrect. When I clicked on the "forgot password" option (which I did not request), I received a new 6-digit password, [redacted]. After entering it, I could see my Samsung Tablet information. The message mentioned I could use my regular password, but that didn't work. I'm concerned, could my computer have been hacked?

I need help accessing my Bluecurve and WiFi account. My girlfriend set it up but didn't share the login details. I've tried various email and password combinations with no luck. I can't recall the passphrase I set in August. I expected a callback that never came, and I received the package with no follow-up. I'm eager to pay my bill and restore services. Despite my efforts, I'm struggling to pay what I owe for three months under the $[redacted] internet plan. My name is Julian L., and I live at [redacted] 28 St NW, Edmonton, Alberta. The WiFi Pods SN is 9S[redacted]0, and the Modem SN is [redacted][redacted]. I initiated the service on August 1, and the modem was registered on August 8. I'm eager to settle my bill and reconnect. Thank you.

I have been trying to reach out to your customer service team to set up my new Shaw box, which indicates "no IP." I called around 4 pm and was informed that an agent would assist me shortly. However, after waiting on hold for over 20 minutes, I was unable to disconnect my landline phone for another 10 minutes. Currently, I am back on the phone, still on hold for more than 10 minutes, despite being told I was next in line. I am quite dissatisfied with the service provided. I simply want my box installed so my roommate can program it. I need it for the evening due to my health condition, which requires me to watch TV in my bedroom. The recording claims it's a "plug and play" process, but it's not that simple. I am frustrated and upset with this situation as I struggle with technology.

Three weeks ago, I placed an order for a new remote control for my Shaw receiver. After waiting for over a week, I contacted Shaw to inquire about the order status, only to find out it was never processed. Natasha from Shaw apologized and assured me the remote would be sent to me at no cost, with only a $9.99 shipping fee. Two more weeks passed, but the item was never shipped as promised. The lack of a tracking number confirmed my suspicions. My wife and I have been loyal Shaw Direct customers since [redacted], yet this experience shows a lack of respect towards customers. My account number is [redacted] and my address is [redacted] Sunpoke Rd, Rusagonis, New Brunswick, E3B 8Y5. I regretfully choose not to pursue the remote control anymore and will discontinue contact with Shaw representatives who seem unable to fulfill their duties. This treatment of customers is truly disappointing. - Frank Devaney.

During my recent call with tech support, I experienced a sudden disconnection while the agent was in the process of transferring my Shawmail address from my old account to the new one in Chilliwack. I chose not to reconnect since I had already been on hold for an extended period, and the address transfer was the last item we discussed. I hope the agent can complete the transfer without requiring additional input from me. I have since realized that my Shawmail account is not functioning. It's possible that the agent is still actively trying to resolve this issue. Just in case, my alternative email is [redacted]

We are experiencing issues with our high-speed internet service. The connection is weak and intermittent, causing disruptions during zoom calls and TV channel viewing. Our upstairs computer frequently fails to automatically connect to the internet, requiring manual connection. We find ourselves resetting the modem/router downstairs more frequently to maintain connectivity throughout the house. We suspect the older modem may be the reason for the weak signal from Shaw. W. Carroll

I'm writing on behalf of account # [redacted]-[redacted]. Unfortunately, on May 24, [redacted], Ernest Symes, the spouse of Mary Symes, passed away. Over the past two years, Mary has been residing in a long-term care facility due to a stroke that incapacitated her. Given her circumstances, financial resources are mostly allocated to cover the care home expenses. As a representative lending support to the family, we are looking for a possible resolution to address this financial matter. Sincerely, Ken Tassell South Cariboo Elizabeth Fry Society

I am encountering an unusual TV tech issue that is new to me. On every channel, there is a faded gray background with the program's name visible. Additionally, three flashing dots appear above the program name, but the actual program does not show up. This problem persists across all our usual channels, but we can still access Shaw on-demand content. We have tried rebooting the receivers, but this hasn't resolved the issue. Could this be related to a larger problem in our area? Your assistance is greatly appreciated. Thank you. - Don N.

Every night, my upstairs TV loses its signal after about 20-30 minutes. The screen displays 'No Service' briefly, then the signal returns. However, it keeps going out repeatedly until I power it off and back on. Once I restart it, the signal remains stable. I'm unsure if the issue lies with the remote control or the signal, as my main floor TV does not experience this problem.

Hello, I believed I had set up a direct payment plan with a Shaw representative. However, my wife recently got an email with different information than what I saw online regarding our account balance. The discrepancy has caused confusion about whether Shaw will automatically charge our credit card on December 29th as previously arranged or if I need to make a payment. Due to the high prices and limited use, my household has decided to cancel our subscription. We have found alternatives like Roku more cost-effective and accommodating for our on-demand entertainment needs. While Shaw's service has been satisfactory, we prefer a more customizable viewing experience. Please terminate our account; our account number is [redacted]-[redacted]. Thank you for your assistance. Best regards, Jon

Our TV channels become fuzzy or cut out completely almost every evening when it gets cold or rains. We consistently lose 75% or more of our channels, and the ones we do get are often garbled or keep cutting in and out on all TVs in our home. This issue has persisted over the past month, with varying degrees of severity. Currently, only a handful of channels are working properly. Our account number is [redacted]-[redacted], and the set-top box's serial number is M11538TEH511. It seems to be a problem with the street connection or drop as all cable boxes are experiencing the same issues simultaneously. We've been requesting a technician to come and address this cable problem for a while now. It's frustrating that we would have to pay a $5.00 fee to discuss a technical issue related to the cable service, especially when everything else in our house is functioning correctly except for the cable. We urgently need the cable service to be fixed.

I'm experiencing issues connecting my HITRON modem or desktop PC to SSID-5 SHAW 834F205G. Previously, this connection was automatic, but now I receive an error message stating, "The settings saved on this computer for the network do not match the requirements of the network." Interestingly, the 2.4 SHAW 834F20 connection works fine. SSID-5 has a red X icon and prompts the same error message when clicked. If you have any suggestions, please reach out. You can contact me at [redacted]. Thank you.

My receiver stopped working on December 14, [redacted], and I received a new one on January 6, [redacted], which I promptly installed, and it is now functioning correctly. I have sent back the old receiver on January 7, [redacted], through the mail. I spoke to a representative from Shaw on the evening of January 6, [redacted], and requested a 22-day extension to be reflected in my upcoming bill. I would appreciate it if you could confirm this adjustment. Upon reviewing my account, I noticed that as of December 14, [redacted], I was one month behind on payment, so I made a payment of $98.00 today to rectify this. I am dissatisfied with Shaw's billing policy of charging for services in advance. I do not believe in paying for services before receiving them, as it results in appearing overdue on my bill. I have taken action by reaching out to a national senior's group advocating for a change in this billing practice at the federal level.

Our satellite dish was knocked out of alignment by a large icicle on Jan.6, [redacted]. When I requested service, I was accused of not following troubleshooting instructions and informed that a service call couldn't be scheduled until Jan.12, a week later. Going a week without service without any refund is unacceptable. Additionally, I received a billing notice stating our fees would increase by $4.00 starting Feb.1-21. Today, I contacted Shaw customer service, provided my account number (#[redacted]-[redacted]), and cancelled our Shaw satellite service due to these issues. After a long wait, the representative mentioned transferring me to the cancellation division as he believed we owned the dish. However, I was left on hold and eventually had to disconnect the call after 10 minutes. I am notifying Shaw Direct that we have terminated our service immediately due to poor service. My name is Jane Gibson Penhale, Account #[redacted]-[redacted]. Address: #[redacted], Concession 2, R.R. #5, Flesherton, ON, N0C 1E0. Please provide a response.

Hello, my name is Cindy Cook, and my phone number is [redacted]. My account number is [redacted]-[redacted], and my address is 99 Ventura Street, Spruce Grove, AB, T7X 4P6. On December 22, [redacted], I contacted Shaw after a 1.5-hour wait. I changed my program and requested my bill to be switched to ebill. I was then transferred from customer service to tech support by Shinia. Dean informed me that he would send a new Atlas remote control via Loomis due to the holiday, but as of January 9, [redacted], I have not received it. I have attempted to call multiple times but have not been successful. I am disappointed and considering taking my business elsewhere after being a loyal Shaw customer. Any assistance with this matter would be greatly appreciated. Thank you, Cindy L. Cook.

I requested the renewal of my $15 loyalty discount, and the representative from Belize offered me a two-year value plan instead. However, to my surprise, I discovered on March 3rd that all TSN channels and the food channel I subscribed to had been removed without any prior notice. Furthermore, the internet service has been unreliable, with the Shaw website being inaccessible, making live chat impractical. The representation in the email clearly stated that the TSN and Food channels were included, which was not the case. Currently, I am still being billed for the Food channel even though I no longer have access to it. This experience with the Belize operation has been frustrating, with long wait times, lack of solutions or explanations, and unkept promises of callbacks. If improvements are not made, Shaw risks losing a loyal customer. Transitioning from nine great years with Shaw to experiencing service similar to Bell has been disappointing.

I am experiencing billing issues with you. I pay around $[redacted] monthly for internet and 2 mobile sim cards, but I have to use my own devices. Other carriers offer better deals like getting 2 latest iPhone 12 Pro Max with no upfront payment or tax on devices. They provide faster internet for $[redacted] monthly. I have been a customer on and off for over 10 years, and I feel like I am not being treated well. Please provide me with my account number as I want to switch to a new provider. Thank you.

Yesterday evening, on Monday, May 17th, I contacted Shaw due to my television suddenly not working. After waiting for 1 hour and 10 minutes, I spoke with a representative who attempted to troubleshoot the issue but was unsuccessful. He scheduled a service visit and informed me to expect a technician to arrive today, Tuesday 18th, between 12 noon and 2 pm. I have been home all day anxiously awaiting the technician, as I was instructed I would receive a call before their arrival. Please ensure someone comes as promised today. I rely on my TV, especially at my age, and have had to stay home all day, missing out on activities, as I feared missing the call. I am disappointed with the service provided so far.

Hello, I am Marian, and my husband, Ronald MacLellan, are Shaw Direct customers. Our account number is [redacted]-[redacted]. We recently received an email from Shaw in late April or early May offering a PROMO code for the NHL playoffs. Excited about the offer, we tried to redeem the code but were prompted to enter our Visa card information. After contacting Shaw, we were assured the charge would be covered by the Promo code. Unfortunately, the charge appeared on our Visa, and we are unable to get a refund without the Promo code, which we have deleted. Could you kindly resend the Promo code so we can recover our money from NHL Live? Your prompt assistance would be greatly appreciated. Thank you, Ronald and Marian MacLellan