Shaw customer service

[Vulcan]

Originally Posted by monkeyman

?
so now I have a decision, back to bell or should i consider telus? Are there still issues with telus tv? To be honest, i liked bell, i only hated having to run two lines for the dual pvr.
Any input would be greatly appreciated.
Monkeyman

Bell has new LNBs (DPP) that allow you to have only one cable coming into the house, with a separator placed just before the PVR so that it feeds both tuners. No other switches needed.




Separator

[Vulcan]

Whatever Shaw's policies are they are
taking in record revenues.

http://www.digitalhome.ca/2012/01/sh...ecent-quarter/

[Rathji]

Originally Posted by Vulcan

Whatever Shaw's policies are they are
taking in record revenues.

http://www.digitalhome.ca/2012/01/sh...ecent-quarter/

Not surprising considering that revamped their internet packages and released the gateway.

[Sr. Mints]

If anyone's thinking about taking their stuff to Shaw's Barlow Tr. campus but fears the monster lines... they've installed a number system since last I was there.

I cancelled everything but the 'Net last weekend. Got number 253, saw that they were now serving number 220. stomped my feet and blew some smoke out of my ears and decided to wait. About 25 minutes. And they have semi-comfy chairs so it's not too bad.

[Notorious Honey Badger]

shaws new tv pricing is awesome. love it.

[bossy22]

Shaw just changed my Internet plan on me. I used to get 25MBps with a 250 gig per month limit. Now it's 20Mbps with a 200 gig per month. Telus is up to 25 Mbps with a 500 gig per month limit. Since I never got above 17mbps with shaw, I'm thinking now might be a good time to switch. Of course I call Telus today and their system is down. They're all arseholes.

[monkeyman]

Thanks again Vulcan, this seals it for me, back to bell. at this point i'd pay double for bell then give my business to shaw. from my experience, the customer support is much better, much quicker, no hour long waits on the phone, or call backs that never come... and the pvr is much better.

[Hanni]

My maximum down speed right now is 150kb/s, same thing every night for 3 months. All they could tell me on twitter as it's an area issue and we have no ETA, how useful. Finally got through on the phone and only waited on hold for a half hour, no more call back option or wait time estimate? Got by bill reduced for the next 3 months and apparently will be resolved within 4 days. I can only get Telus satellite and standard high speed where I am, so my options are severely limited which sucks cause I've had enough of Shaw and their BS.

[Rathji]

Originally Posted by Hanni

My maximum down speed right now is 150kb/s, same thing every night for 3 months. All they could tell me on twitter as it's an area issue and we have no ETA, how useful. Finally got through on the phone and only waited on hold for a half hour, no more call back option or wait time estimate? Got by bill reduced for the next 3 months and apparently will be resolved within 4 days. I can only get Telus satellite and standard high speed where I am, so my options are severely limited which sucks cause I've had enough of Shaw and their BS.

Call back options are only ever available in the early evening

[wooohooo]

Originally Posted by Rathji

Call back options are only ever available in the early evening

That's the dumbest thing they could do. I've been on hold for over an hour multiple times getting them to either reset my connection, send a tech and add/drop services. It's a real PITA. Call back options are the best, even if the wait is 2 hours I rather that than stay on the line for a whole hour.

[wooohooo]

Originally Posted by bossy22

Shaw just changed my Internet plan on me. I used to get 25MBps with a 250 gig per month limit. Now it's 20Mbps with a 200 gig per month. Telus is up to 25 Mbps with a 500 gig per month limit. Since I never got above 17mbps with shaw, I'm thinking now might be a good time to switch. Of course I call Telus today and their system is down. They're all arseholes.

Don't do it man! I was with Telus for a year and it was slow as hell. I don't know what it was, I got the registered speeds but it was just slow. I switched to shaw and my speeds are back to normal. But maybe that's just me/my area?

Originally Posted by monkeyman

Thanks again Vulcan, this seals it for me, back to bell. at this point i'd pay double for bell then give my business to shaw. from my experience, the customer support is much better, much quicker, no hour long waits on the phone, or call backs that never come... and the pvr is much better.

I heard bell charges for service calls? I've wanted to try them but I don't want to pay $50+ a call.

[monkeyman]

Originally Posted by wooohooo

Don't do it man! I was with Telus for a year and it was slow as hell. I don't know what it was, I got the registered speeds but it was just slow. I switched to shaw and my speeds are back to normal. But maybe that's just me/my area?



I heard bell charges for service calls? I've wanted to try them but I don't want to pay $50+ a call.

I was with Bell for ~5 years before switching to shaw. The only time i had them out was to install new equipment and they do charge for that.
Phone and billing support was always much better in my experience and i never had issues with sound or picture like i'm having with these god awful shaw pvr's. honestly, sound cuts in and out, picture pixilates... shaw has come out 4 or 5 times to look at it. Most of the time the tech just stands there with this what am i supposed to do look because my signal is fine... of course it is, its like i've been telling them all along, its their equipment that sucks.

[keratosis]

Originally Posted by Rathji

Call back options are only ever available in the early evening

Is that so.
Had the option last night a 10

[Rathji]

Originally Posted by keratosis

Is that so.
Had the option last night a 10

That's something new, because AFAIK they are not allowed to call you back that late. I don't know if it is a regulatory or policy thing.

[Homer_J]

Hey guys, I've been a Shaw employee for about 6 months now and I can tell you that they know that they're customer service has been lacking (especially during the analog to digital upgrade) and that is one of their main focuses right now. They're in the process of adding customer service reps. I'm not sure what the number is in Calgary, but we've added over 200 in Edmonton since the end of November. They're also planning to add retail locations.

They had some good promotions for new customers over the holidays but are also working on rewarding current customers. Shaw Friends is the start of it. Here's the link to sign up if you have two or three Shaw services:

http://www.shaw.ca/friends/

If you have Three Shaw Services You will receive…

Sign up bonus
2 Free Video On Demand rentals

Program benefits
Shaw Friends Concierge Service
15% off NFL Sunday Ticket and NHL Centre Ice (Already subscribed to the current season? We’ll credit your account.)
Extra 50 GB of data per month for Shaw Internet
Free Distinctive Ring for Shaw Home Phone
Complimentary Installation
A lifetime warranty on your hardware
Ongoing new rewards sent to your inbox!

[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/

[old-fart]

Originally Posted by Vulcan

Whatever Shaw's policies are they are
taking in record revenues.

http://www.digitalhome.ca/2012/01/sh...ecent-quarter/

And yet losing market share at rates significantly higher than projectioned...

http://www.theglobeandmail.com/globe...rticle2299918/

[Ashartus]

Originally Posted by Static

Shaw's new "Personal TV" bundles are much cheaper now. I was able to get my bill down from $155/mth to $115/mth. Just customized a plan at https://shawpersonalizer.ca and had a customer service rep call me back the next day. Now i'm paying $40 less for the same amount of channels and a bit faster download speeds.

I just did the same thing. Any customers on the old plans should definitely do this. In particular their "Best of HD" TV pack saved me a lot of money. I now have all the channels I used to with the exception of a few obscure ones I'd never watched, internet more than twice as fast, and the same phone plan for over $50/month less than what I was paying.

[RW99]

New plans don't work for me, would cost about $10 more. And I'm really pissed at the lack of single channels available to purchase

[Hanni]

Originally Posted by RW99

New plans don't work for me, would cost about $10 more. And I'm really pissed at the lack of single channels available to purchase

Yeah single channel purchase is impossible, I always wanted HBO without having to pay for the whole MC package, oh well Shaw can't have more of my money I guess. Check again on the plans, I ended up with the same bill I used to have but added 3 extra channel packs and BB50 with the X-Large bundle.