I used to contact them via Messenger and got a response and issue resolved within an hour. Now there is no response except on one message that was automated to tell me they were closed. Tried calling and got message that they were closed. Tried chat, it was later in the day but an automated message said they try to get to you within 10 minutes but I was just hanging for way over an hour until they must have closed because I just got an automated message asking me to rate the experience. Tried early Sunday morning on chat again and they have a few categories for why you are calling and I hit tech but just wanted to make a couple of minor channel changes. When finally connected, rep said he was tech and would connect me to customer service. Odd that "customer service" is not even a selection on the menu.
In the meantime, I found some page for resolving a concern and filled in the info because I was ticked, not expecting any response but they actually called Sunday morning (within 24 hours) profusely apologizing but I told him I had the issue resolved through chat earlier in the morning. Anyways, he said that they were aware of the problem and making progress to cleaning up their act with new hires, blah,blah blah but this problem is not new to Shaw Direct.