Last week I came with my 80-year-old mum to the Shaw store in the Uptown Mall in Victoria. She had just opened an account with Shaw Mobile and was carrying her new cell phone with her. She needed help to port her old cell number to her new phone. Grayson is an employee at this Shaw location. He explained very kindly and patiently why he was unable to help us. He gave us instructions for completing this process online. I remain frustrated that Shaw, the company, makes it so difficult for someone elderly, like my mother, to interact with a real human to accomplish a task that should be simple (buying and updating a new phone with an old number) but isn't. We still have not completed this action successfully. But my frustration has nothing to do with a real-live customer service person, like Grayson, who did his very best to help us. I give Grayson and his colleagues at the Uptown Mall Shaw store top marks for their kindness and helpfulness. read more

Can't complain about Shaw so far. We are new customers, and got a pretty good promo on internet and cable. They showed up to install it exactly when they said they would, which is an experience I've never had with a cable company. Customer service via phone seems adequate - sometimes slow to get a human, but they're always pleasant and helpful. Our internet service has been reliable, and I'm happy with our cable as well. We even added a few more channels to help get through this whole dark damp winter. I would try to stay away from going to their walk-in location on Cloverdale though - I had to go return a phone modem (long story involving my other half agreeing to a free trial of digital phone without consulting with me), and it was a pretty unpleasant experience. To be fair, it had very little to do with Shaw and more to do with the customers having really unfortunate and illogical arguments with the agents at the desk regarding unpaid bills and such. (Do people seriously not realize that if you stop paying you'll get your service cut off?!) Took me 45 minutes to drop off some equipment....Not impressive. Hopefully everything will continue to work well and I'll be able to sweet-talk customer retention into another deal when our promo ends! read more

I just wanted to connect my phone to Shaw Open, but when I got there they were so unnecessarily rude and hostile to me. They had no other customers in the shop other than me so it wasn't like they were super busy or anything but they were just so rude, and they weren't even helpful. They interrupted me when I tried to speak, not would they give me a proper, straightforward answer to any of my questions. Very useless. read more

I am a full time university student with a documented disability. A disability that doesn't allow me to attend full time school and maintain a part time job. For this reason I am living with my parents. Shaw refuses to install a hardwired internet connection in a newly renovated space without charging for a new plan. I am completely baffled at this, as it is clearly not a "suite" since we have passed all code inspections by the city which states that it's not a suite since that would be illegal due to the fact that we have one suite, and more than one isn't allowed. I am disabled, living with my parents, in a house that has passed every inspection, and need a hardwired internet connection because the wifi in our house is less than effectively consistent, and I take online university courses. I can't even comprehend why they won't allow two hardwired internet connections for a house that is lived in by a mother, father, and disabled daughter! This makes no sense, and after spending hours on the phone with the company they refused everything except offering us another plan for the additional "suite." We have numerous city inspector's tickets proving that it isn't a suite, yet Shaw won't accept that since the space is newly renovated (it's a den and office with complete plans approved by the city). We would be switching to Telus if they provided service to our area. Very upset! read more

Received excellent service from the greeter and from Trena who efficiently explained how to activate the rental equipment and get the most from our subscribed services. Quite a contrast to how it used to be many years ago at the old location. Nice to see happy and unstressed staff - and calm customers too. A highly profitable company deserves credit for making appropriate investment to enhance the customer service experience. read more

The absolute worst internet I've ever had in my entire life - and I've traveled third-world countries and even lived up north with satellite internet. Their high-speed internet is slower than the speeds I get from creating a hotspot on my iPhone. I've called numerous times and am told the same thing they tell every human on earth "restart and wait 30seconds". Um, are you effing kidding me??? Gee I never thought of that! I've also been asked what kind of a computer I'm using, like as if I'm just an idiot and don't know I have a sh*tty computer. (I have a new iMac and new Macbook Pro). I've also been told to switch to another channel, which of course makes no difference, but the BEST suggestion ever - that I receive EVERY time, is "hardwire it". Are. you. effing. kidding. me. If this was 1980 that would be great advice, thanks. Macbooks don't even come with the OPTION to hardwire the internet because no one in their right mind should ever even have to do that with a laptop in this day and age when they are PAYING for high-speed wireless internet!!! It also cuts out completely at times and I'm forced to head to a local coffee shop and work on an unsecure network. I'm a designer and work from home and I can't even tell you how much money I've lost due to the time it takes to even refresh a page. Forget even trying to stream a vid or use Netflix! I also tried to cancel it altogether but I'm of course locked into a contract that I can't afford to buy out. I hope this helps someone to avoid making the mistake of signing up with Shaw and saves them a mountain of frustration. You're better off sending snail mail and visiting businesses in person; the time it takes to drive to a storefront and wait in line is still shorter than the time it takes to load a damn page. read more