We were just in there today. Just told them we wanted a better rate and the girl at the desk went to work and figured some stuff out. She also put a note on our account, giving us a discount when we decide to upgrade our PVR box.
We've never said we'd leave for Telus because frankly, there's no way in hell that we would. We've been with Shaw for 12 years, and they've always dealt very fairly with us. They screwed up a couple of times and owned it immediately, fixed it quickly and credited our account/replaced hardware/gave us some free movies, that sort of thing.
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