When having issues with telecommunications providers, I always go through the menu to the part where it gives the option to cancel your service. You'll hit the retentions department, and they have more ability to fix things for you.
And if you think Shaw is bad, try Bell's customer "service." I have both providers, and while Shaw may seem like they have deaf mentally challenged people working there, Bell has their infinite number of monkeys; eventually one of them will get it right, but the most of the time they just throw their poo at you.
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