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Thread: Shaw Direct Complaint, Rant, Leaving SD Thread Reply to Thread
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  Topic Review (Newest First)
2020-01-17 10:46 AM
rarmstro Yes all of my services are paid up until my cancellation date. I put in the cancellation order in advance to avoid their payment center from charging my credit card for a new month as I was told previously this department needed 2 weeks or so heads up.

I just did not want to deal with a potential refund from Shaw. No one from Account management informed me when I put in the cancellation request that I would lose my OnDemand services or my online Shaw presence so it came as a bit of a shock. As you can understand I was just hoping to be able to finish some programming on Crave before everything was cancelled, or perhaps watch a Leafs game on TSN go while my wife watched one of her programs.

I agree though the whole situation does not make much sense. All one has to do is put in a date for cancellation and apply it when the date comes. Applying the cancellation to services that have been paid for because of a technical issue in their system is not really acceptable. Live and learn I guess and is something I will have to remember if in the future I go back with Shaw Direct.
2020-01-17 05:25 AM
gzink Shaw could get their act together and schedule the cancellation on the renewal date but that would take organization and people that care. That is if I understand correctly it is paid until date x but services cutoff before?
Your excuse is just that. Companies need to get their act(other word) together and their emplyees need to do a proper job.
I won't go into detail but I had a problem and was told I should call back in even though it was their problem with a dept. They should have made a note and had someone calling me as it was them that was losing out!

Or get a lazy systems person to add a feature to billing. Been done many times. If you need help and want it done I will come out of 20 years of retirement.
2020-01-16 01:07 PM
k801809 It's frankly a technical limitation with our billing system that we have no way of getting around, without reconnecting your account. As there is no longer a requirement to provide 30 days notice to disconnect, we recommend that anyone using VOD or apps simply call in to disconnect their account on the day before/day of the day they wish to disconnect.
2020-01-16 12:42 PM
ExDilbert You are correct. Shaw is in violation of it's contract with you to provide services. I would immediately file a complaint with CCTS and follow up with the CRTC. You are owed compensation for Shaw's refusal to provide promised services that were paid in advance.
2020-01-16 12:33 PM
rarmstro Quick question. I am leaving Shaw Direct and I cancelled the service to occur at the end of my payment month. I still had a few weeks left for the months but noticed that I could no longer use my shaw account to log onto online crave or any other online go apps. Then I noticed that all of my OnDemand channels were also gone. I phoned in and was told by support that as soon as I put in the cancel request they automatically cancelled my online presence as well as the OnDemand service. I explained that I was still a customer and should still have the service but they stated the only way to get it back was to stop my cancellation.

Is this normal? I would have thought that paying for a service would allow me to continue using the service until my service ended. To say the least I am not happy as I wanted to finish watching some Crave series before my service was disconnected but I no longer can.
2020-01-13 12:28 PM
Originally Posted by k801809 View Post
Hi all - wanted to provide a quick update. Our telephony vendor has resolved several issues that we've been escalating since late last year, which means that the call back feature should be functioning again. Internal testing has been extremely positive so we're hopeful that you won't see these issues in the future.
I called two weeks ago to change a channel and the callback feature worked fine. (within 20 minutes)
2020-01-13 11:49 AM
tvmaster oh, k801809 is still here, apparently...
2020-01-13 11:20 AM
k801809 Hi all - wanted to provide a quick update. Our telephony vendor has resolved several issues that we've been escalating since late last year, which means that the call back feature should be functioning again. Internal testing has been extremely positive so we're hopeful that you won't see these issues in the future.
2019-12-18 10:06 PM
NovaMan No, not at all, just a guess.
2019-12-18 09:16 PM
goalsgo Do you have any inside information on what the problem could be?
2019-12-18 08:58 PM
NovaMan My guess is that a lot of the calls are customers wondering why all their channel numbers are different. People tying up the lines with questions like, "I can't find channel 52" etc. Just a guess, but something different (much worse) is going on lately at Shaw Direct.
2019-12-17 01:00 AM
starchoice 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.
2019-12-16 03:08 PM
tvmaster "Strange" is an incredibly polite word for what term should really be used to describe Shaw's phone service. Think of it for a second - how many of us try to phone in more than 3, 4 times per year? They must employ 12 people spread over a 24-hour day. Pretty close to the worst customer service of any tv company I've ever dealt with. Sorry, THE worst.
2019-12-16 02:31 PM
Originally Posted by Jocasta1 View Post
What happened to the call back feature when trying talk to a customer service rep? I was on hold for an hour and then just got cut off. I've now been on hold for more than an hour and no one has picked up yet. Very frustrating.
I used the call back feature today. They stated it would be a 35 to 45 minute wait. 65 minutes later I got a call back

I was having a problem with one of my 600's. The gentleman I talked to said I should have called tech. I told him that I just pushed #1 for English and I got the call back notice, or I could stay on the line.

He "incorrectly" told me that if I just hold (stay on the line) then a tech will get my call. He knew nothing about the receiver so he claimed to connect me with a tech.

He disappeared, and I was on hold for another half hour. The gentleman that took the call next, was very helpful and able to fix my problem. BUT he informed me that he was NOT a tech either.

Strange things are going on at Shaw Direct Customer Service these days!
2019-12-11 05:20 PM
Bluefan75 No, I need to correct myself. Something to do with the settings in Firefox. When I opened up Edge, I got the chat box. So not a shaw problem after all.
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