Shaw customer service

[getbak]

The Best of HD package is what I've been waiting for for 4 years. It's perfect for me. The only thing I really miss is Discovery World HD, but now that Discovery HD is a simulcast of Discovery, I don't even miss it.

[Boblobla]

Bah, I just got the following from Shaw Friends re: FX HD and SN World HD:

Those are two of our most requested channels. we don't have plans yet to add them unfortunately. That being said, when we do launch channels, we usually announce them a few days from launch. SportsnetWorld is formerly setanta

Yup, we know you want them but you can't have them #######.

[McG]

Originally Posted by Boblobla

Bah, I just got the following from Shaw Friends re: FX HD and SN World HD:



Yup, we know you want them but you can't have them #######.

exactly. we will offer a hundred hd channels for video on demand but we won't put snet world hd on.

[Kjesse]

My internet package is the Extreme one, and I'm getting .46 Mbps download speed on the shaw test. Its been like this all week. I call shaw and they say the wait time is more than 2 hours.

Shaw's services aren't worth what they charge for them, IMHO.

[DementedReality]

Originally Posted by Homer_J

One more thing you guys might be interested in is Shaw Wifi that is rolling out over the next couple of years, starting in Calgary, Edmonton & Vancouver. Here's the description from the site:

The Shaw WiFi Trial extends your Internet experience beyond your home into public locations such as malls, parks and public transportation areas. We are excited to begin a limited trial in select cities with plans to launch hundreds of new WiFi locations over the coming months. The Shaw WiFi Trial is available at no cost to Shaw residential Internet customers. This is only the beginning. The Shaw WiFi Trial delivers insanely fast download speeds parallel to Shaw Broadband Internet.

Stream video, wage online battles and use data-powered applications on all of your wireless devices just as smoothly around town as at home. Sign in once with up to eight registered devices and you will automatically be connected every time you enter a new Shaw WiFi Trial location.

See where it's available and how to activate your devices on the site:

http://www.shaw.ca/wifi/

i would like to see the coverage but the map wont load ... anyone?

[kermitology]

Originally Posted by Delgar

My internet package is the Extreme one, and I'm getting .46 Mbps download speed on the shaw test. Its been like this all week. I call shaw and they say the wait time is more than 2 hours.

Shaw's services aren't worth what they charge for them, IMHO.

Try messaging @shawhelp on twitter. They're very responsive.

[kermitology]

Originally Posted by DementedReality

i would like to see the coverage but the map wont load ... anyone?

Did you allow it to use your location?

[ShawSean]

If any of you guys have issues with your services I'm also lurking around the boards now. Feel free to PM me with your concerns and i'll do my best to assist.

Cheers.

[fundmark19]

PM'd Still rattled about the programming guide being brutally off for all the xgames recordings. And that gateway is still laggy

[GreatWhiteEbola]

All my recordings seem to be off this week. Anything that I record on the fly wasn't saved. It seems all my series recordings are ok. Gateway user.

[ShawSean]

Hey guys,

Regarding Gateway feedback - please submit any feedback to shawfeedback[at]sjrb.ca and also include something so we're able to identify your account (ph# on file is fine).

This is the best way for us to compile different issues and forward them to the proper channels.

If it's a technical issue and I'm not around to respond the folks @Shawhelp on Twitter or our Chat team are great alternatives.

Cheers.

[GreatWhiteEbola]

I need advice regarding closing an account, I have been getting several different answers. I was told that 10 days notice is required, whether it is at the beginning of the billing cycle or at the end, I am still unclear.

I called to 2 days ago to have my account closed for the end of the month, I was told that I can only have the account closed at the end of my billing cycle. That is April 18th!!! I will be paying almost $130 for services I will not be using.

Is this the case?!?! I just had it out with an inept account retentions rep who tried convincing me that all companies do this and that Shaw was the better of them. To which I say, eff you! I don't care what other companies do, I no longer require Shaw's services. I shouldn't have to pay for them beyond the required notice of 10 days, which I think is BS.

I should add that I have Gateway equipment on EasyPay, that I will be transferring to an existing staff account.

[showtime]

Try using the online representative chat. Ive had great success using that if i've had any problems.

[GreatWhiteEbola]

Originally Posted by showtime

Try using the online representative chat. Ive had great success using that if i've had any problems.

Unfortunately, they can't deal with the issue at hand, I went down that road first.

I really didn't have any issues with phoning customer service, I just used the callback feature.

I just feel like I was duped into a service contract without knowing it. With the Gateway equipment on EasyPay, I have to buy out the equipment or I can't close my account. I have every intention of paying for the equipment, I will be using it on another account. Right now with me moving I don't have the funds to outlay for this equipment, if I knew then what I know now, I would have never switched to the Gateway Experience.

I suppose I should have been more diligent in reading the contracts, still kinda underhanded.

I am considering selling the equipment and washing my hands of Shaw completely.

[ken0042]

Can you cut back your services? Like cable down to the very basic? There is also an "email only" option that you can keep for 6 months after you are done with your account; I used that to transition my email over to Telus. It was only $2.50 per month back in 2008.

[GreatWhiteEbola]

Originally Posted by ken0042

Can you cut back your services? Like cable down to the very basic? There is also an "email only" option that you can keep for 6 months after you are done with your account; I used that to transition my email over to Telus. It was only $2.50 per month back in 2008.

I think that is my next option. My Ex-GF is going to keep the account in my name, until we can figure out another option. Really, I don't care about the money, I just would like to be able to do what I like with the equipment I thought I owned. (albeit on a payment plan)

[TurnedTheCorner]

So I downgraded my Shaw service recently to save a little cash - no problem with the service. I cancelled my TV bundle and Sports 1 (so now I have no TV programming), and downgraded from BB 100 to BB 50. This all took effect Aug 16. A service call was made to my apartment building, but I did not have to be in my suite for the call. The changes for my service did not require access to my suite.

No problem. Right?

I noticed on the weekend that my internet seemed slow, and Shaw's Speedtest confirmed I was getting about 8-10 mbps D and 2.5 up. When I should be getting 50/5. I just assumed it was a high traffic time of day, and didn't think of it.

Last night, I was still experiencing slow speeds. The speedtest confirmed about the same results on Sunday. So I power cycled the SMC modem. Once I did so, it never completely cycled back on, it kept searching for an IP but never got one. Hmm.

So I called to Tech Support, and the Tech set the SMC to bridge mode and asked me to power cycle again - no change. I was put on hold for a few minutes. He then mentioned that the signal to my unit was weak, but other suites in my building were online - so it wasn't a building outage. I explained that I recently downgraded my service. He then asked if I had a cable splitter hooked up - I confirmed I did, but that it never caused any problems with my previous service. He wanted me to disconnect the splitter - WTF?? C'mon man, I didn't *change* anything in my set-up, the tech who disconnected my TV obviously ####ed up my internet. I said I wasn't going to change the splitter.

Now I'm waiting for a service call on Sunday morning between 9A and 11A, for the second Shaw guy to fix the mistake the first guy made. But the second guy *may* need access to my suite. My face can't be plain enough.

tl;dr Don't change your service, ever, with any of the major ISP or telecom companies. The chances of them making the change as requested. correctly, the first time, are virtually nil. And if the technical service change is unexpectedly done correctly, that's a damn near guarantee that billing will mess things up.

Should I ask for a credit on my account for the 10 day service disruption, do you think?

[kermitology]

So a couple of weeks ago I was "let go" by Shaw (anyone expecting mobile apps from them, it is apparently no longer a business priority) and as a result I cancelled my service. Then about a week later I get a call from retentions asking me why I had requested to cancel my service..

Uh, well.. because I basically got fired.
Oh.. uhm.. well, then you still know how good the Shaw experienc..
I'm going to stop you right there. I don't care how good it is, I cannot possibly imagine a scenario where I will use Shaw services for the foreseeable future.

[photon]

Sorry to hear about the job situation!

One of my rental properties had connectivity issues (packet loss) with a new setup from day 1, but had to wait a few weeks before they could have anything done about it.

I called them when the tenant had some time, and I explained what was going on and she was going to book a service call (I think she was new, she certainly didn't seem to know what I was talking about half the time), but after putting me on hold she told me she was instructed to do the whole trouble shooting stuff.

So I had to sit there for 45 minutes doing each little "turn this off, connect this to that, try this, reboot this, do it all again upside-down, etc" before I could get my appointment.

Appointment comes, they replace modem, fixed.

[bossy22]

I got a call yesterday asking if I wanted Internet from them because I'm supposed to be getting the $9.99 deal for HD. When I told him I already did, he questioned it. "you have Internet with shaw already?", "yes", "at this address?, and then he said my address", "yes", "oh, are you sure?", "yes, I'm sure", "what about phone?", "I have that with shaw too", "really? At same address?", I then hung up. Stupid schmuck. I'm now thinking I should cancel the tv deal because if they're that incompetent I should just go elsewhere.