Service vs price

[Cloclo]

I've been a Shaw customer for over 20 years now. But I am afraid that will have to come to an end. I am a senior and do not have access to the latest online apps. Getting access to a person at Shaw is nearly impossible. There is a very long wait time of hours and no online chat other than thru the app. The price is becoming very unaffordable. The increase in price I incur every 6 months is more than my pension increase.  I have issues with the internet either stalling or not working at all. My TV channels sometimes goes missing or blank.  For telecommunications company that has been in business for over 30 years and prides itself as being a leader I feel has failed. It seems Shaw is trying to position itself vis a vis the investment community as a solid company, but has failed for product and customer service . Thank heavens for 3rd party vendors.

[Spatch]

If you don’t have access to the app for online chat (I’m presuming you don’t have a compatible smart device) you can access chat through their website.  Go to Shaw.ca scroll to the bottom of the page and open up the Contact Us pull down menu — select Live Chat.  In my experience I almost always have an agent within five minutes.  For better or worse online chat is their preferred method of client interaction.

[mdk]

@Cloclo --  The increase in price I incur every 6 months is more than my pension increase. 

It seems that you are paying month-by-month to Shaw.

You should investigate Shaw's two-year Value Plan. It promises no price-increases in their "basic" service (Internet & TV) for 24 months.

Or, since you have not subscribed to the TELUS for the last 3 months, you can get their "promotional" pricing on a 2-year contract.

From the TELUS web-site:

Starter -- TV + Internet

$120/month for 24 months, then $145 /month

Order now for a $100 online bill credit

All the basic channels -- "Essentials"

Fast Internet -- 150 Mbps

2 year term

Save $25/month

You could get a "quote" from TELUS, and then contact Shaw, to see if they will "price-match", by threatening to switch to TELUS.

Also, check with Shaw. For some MDUs (Multiple Dwelling Units), Shaw has a "bundle" contract available to all renters, that would include TV. So, you might already be paying for TV, as part of your rent.  Access: Terms of Use | Shaw to see:

Pursuant to Telecom Decision CRTC 2003-45, dated June 30, 2003, listed below are all of the locations for which Shaw has an access agreement with the owner of a multi-dwelling unit building for the installation of telecommunications facilities.

Here are just a few listings for Vancouver MDUs:

Standard - 999 Gilford Street

Standard - 999 West 38 Street

Standard - Granville Street & Adera Street

Standard - Granville Street And Adera Street (Shannon Mews)

Standard - Pinnacle False Creek - Phase II

taken from that web-page.

For your "stalling Internet" and/or "black-screen-TV" issues, you should contact Shaw Support, and get them to trouble-shoot.

Currently, using online chat -- www.shaw.ca/chat -- has priority over telephone calls (1-888-472-2222).