I’ve been a loyal Shaw customer for over a decade. We recently renewed our contract as we had been facing Internet problems we hadn’t had in a long time.

We had the formal 1000 Fiber Gig internet package. We had looked into renewing and came across a higher package for the same price but new 3rd generation modem (XB8) with 1500 speeds. We contacted the agent got our credits from now being apart of ROGERS and I made it clear we wanted the new model for the WiFi 6E technology (we would use) and capability’s for our smart home and to resolve our new internet issues that have occurred in the last month. After we renewed the contact we expected an order for the next few days to weeks. I notice no confirmation email was sent and I get into the same conversation with the agent telling me that they are delayed until October but we had been on file for a new model and to contact technical support.

Billing admits no orders have been placed and that my area wasn’t capable of they had sent me a modem. Again I tried and was told that they won’t send me a new one because I’m using the latest version the XB7. They refused to service me until I had a technician come and take a look which did come and modernize some cables which didn’t help. Now Shaw tech support is telling me there is nothing they can do to troubleshoot my current equipment and that I do need the XB8. But once getting transferred back to the billing department never do.

This was my recap form my agent.

“Recap = You reached out for intermittent and slow WiFi & after all troubleshoot recommended to reach out to billing for credits and ways to get XB8. Anything else I can help you today?”

How can I resolve this dead end of cycling between technical support and billing when billing is telling me they can’t do anything? Shaw was once the best with its support but now won’t even provide condensation because it feels like we haven’t had a proper connection since early June which has stopped people from doing work and school from online at home, playing video games and using smart devices.

I’m contacting billing when open a ticket number has been created an update will be provided later.