Carol F Zvk

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Verified Reviewer
| map-marker Calgary, Alberta

Very poor phone customer service

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Need help was on phone and chat for 2 hours. Know one answered. Ending up driving down to Rogers in mall for help

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User's recommendation: Phone needs to be answered in a timely matter within 5 minutes

Steven L Sfq

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Verified Reviewer
| map-marker Saskatoon, Saskatchewan

It is almost impossible to cancel

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I tried to cancel my subscription on the website. This cannot be done.

You can suspend temporarily or add channels only.

Then I tried to use their chat. I was number 68 in line to start, after 25 minutes I was done to 40, then it canceled itself.

Then I tried calling.

After 1 hour, I had to hangup. I called back, it's now 57 minutes, still on hold.

DO NOT GET TRAPPED BY THIS CRAP COMPANY.avoid voila

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Michelle L Rhp

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Verified Reviewer
| map-marker Mississauga, Ontario

Been on hold 2 hours since 9am and still waitingl waiting for agent. Will be looking at different provider soon.

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Trying to reduce my monthly plan, I used online services as requested and now I have to call. I've been on hold for 2 hours since 9am and am still waiting for an agent.

I will be looking at another provider now. This is the worst customer service.

I called in the past and still waited an hour. I'm not sure if this is because they merged with Rogers.

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Pros:
  • It works in rural areas
Cons:
  • Customer service is long waits 2 hours

Preferred solution: Apology

User's recommendation: Try another provider

Verleen Glw
map-marker Lethbridge, Alberta

Tv connection is not working

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Was on phone for 2 hours and chat never got through on either. The worst customer service, well there was never customer service because I never got through.

Drove down to the Roger service in mall. They were great helped use out.

Should have never had to leave our house. Telus is looking better and better.

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User's recommendation: Telus

Carol F Zvk

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Verified Reviewer
| map-marker Lethbridge, Alberta

Tv connection is not working

Yes have someone answer a phone or chat 2 hours on hold ridiculous. Had to drive to store for customer service to help.

They were great. Helped with problem

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User's recommendation: More customers service

Albena Xrt
map-marker Red Deer, Alberta

Payment went with Rodger’s last mint and tried to get it resolved by no success

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I have tried to contact Shaw many times but could only get prompt to push this number never get to talk to a person

If a company really wants your business after many years of being with that company you should be able to talk to a representative not a machine !!!

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User's recommendation: I will recommend but have billing mailed not email

Anonymous
map-marker Carstairs, Alberta

Tried for two days to contact Shaw Direct to change my TV service and have not been able to get through.

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We would like to change our service but it is impossible to get in contact with a customer rep either by phone or chat. I spent hours in que.

with no positive result.

This company is just plain horrible. Government should be doing something about this or allow more competition in so we can unload this service.

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User's recommendation: Look for other options and dont give Shaw/Rogers a nickel.

Jeffrey S Yav

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Verified Reviewer

Extremely difficult to talk to a Shaw agent directly. Very poor aspect of customer service!

Simply tried to talk to an agent about seasonal hold. Quit discriminating against seniors who do not have the technical ability to do tasks online. Our money is the same as everyone elses when it comes to paying your bill!

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Preferred solution: Simply make it easier to talk to a Shaw agent

chris b Qym

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Verified Reviewer

Monthly charges increased by 10%!

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I noticed on my last couple of bills that the rate per month was changing. I called to speak to a customer service representative and it took two hours before I got to talk to one.

She said the rates were changing to help bring the best services, but when I told her that channels were actually being dropped, not added, she could not tell me how that was better service. I asked to talk to someone who could help (her boss) and she transferred me over. When the automated answering service picked up, they let me know that the department was closed. So much for customer service.

I tried the next day and waited one hour and hung up because I had to go out. I called again the day after that (today) and have not yet gotten to talk to anyone.

It has been an hour so far. I don't remember it being like this before Rogers bought them, but it is very poor service right now.

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Loss:
$120
Pros:
  • There are other providers that do the same thing
Cons:
  • Very poor customer service
  • Huge rate increases with no added value

Preferred solution: Price reduction

User's recommendation: Avoid Shaw Direct is possible. Customer service have apparently been discontinued.

Anonymous
map-marker Toronto, Ontario

80% Price Increase in 12 Months

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I'm on LTSS Digital Lite package. In August 2023 it as $20/month.

Just received notice it is going to $36/month. Even with the made up b.s. discounts like Autopay discounts, the increase is 40% Tried calling but had to hang up after an hour.

Tried Live Chat but after half an hour I'm still at queue position 28 when I started at 38. I knew it was going to get bad when Rogers took over Shaw but didn't think they would jack pricing this bad.

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User's recommendation: Think twice before joining Shaw/Rogers

1 comment
Guest

The exact same thing happened to me. I'm going to call them and ask them what case such a steep increase in prices.

I would be interested to know which channels you are receiving. I have always wondered about what I should be getting.

Marcelle Ajc
map-marker Montreal, Quebec

Cannot get my ppv channels

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Service was respectful, professional , had to deal with not received ppv orders. Was credited, and received 4 free movies for my difficulty with direct satellite, I appreciate that.

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User's recommendation: Be patient, life happens , you will be assisted

Carrin Run
map-marker Newcastle, Ontario

Result of PVR hard drive error

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Phoned Shaw Direct tech department and told the technician about the hard drive error notice on my tv screen.He took me through the steps and corrected the problem. Then he told me because of what he had to do to fix the problem,I lost EVERYTHING I had taped on the PVR!

Also , I found out, I had to go through all the stations and get rid of all the stations that I was not subscribed to and click off the stations I do not use on the programming guide.

Are you telling me they can't fix This problem without everything being lost on the PVR and then having to reset all the stations?

This is pitiful in this age of technology!

It's time to find another tv provider. Anybody got some suggestions ?

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1 comment
Guest

I caneelled my service sent back the receiver can’t get anyone on the phone and some collection company want $300 for Shaw when my current bill is zero add me to a zero or one star rating

Glen G Ckq

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Verified Reviewer
| map-marker Toronto, Ontario

Review my Channels

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As of this review I have been sitting on hold for over an hour. Shaw has discontinued their very convenient call back customer option.

I have also been waiting for the chat rep. Finally after waiting in the queue and answering their request for account number and pin the chat rep said they have to step away and another rep with be with me shortly. Back in the queue...

number 37! If you have a concern better be prepared to waste your time!!

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User's recommendation: Find another provider. Customer service is worse than poor

Anonymous
map-marker Ardrossan, Alberta

I have been a long time Shaw customer before rogers took it over, I was quite pleased with the service for a long time, since rogers took it over it is horrendous.

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PPV's I order are not complete or so pixelated you can't watch it, PVR's are the same incomplete..I have several that are trying to rerecord as I write this. A tiny bit of weather renders watching TV impossible.

I am seriously considering switching to Bell or hope that Telus has fiber optic in our area soon, I know they are working on it. Goodbye rogers and shaw

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User's recommendation: DON"T USE SHAW OR ROGERS SOOOO BAD

1 comment
Guest

Do not use Bell!! They are horrible.

Anonymous
map-marker Chatham, Ontario

Misinformed by agent

I was on Lts service (a few free channels to replace old analog signal for rural areas).

They offered basic package for a discount, and told me I could go back to Lts program anytime.

That wasn't true. I tried. "That program has expired, can't sign anyone up now"

Also, currently on hole for 1 hour 25 minutes as I try to cancel my service.

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User's recommendation: Don't deal with Shaw.

Mike L Sug

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Verified Reviewer
| map-marker Ottawa, Ontario

Crap service.

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Losing signal repeatedly. Little rain or cloud no signal.

They sent someone here nothing wrong here. There th cheap to boost signal.

At least bell was quick to boost signal. Deserves 0 rating

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User's recommendation: Stay away

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