Damaged cable effecting service - for 14months

[sherryruddock]

It’s been 14 months since I originally contacted Shaw and after a home visit the tech determined that the issue was with the underground cable outside.  For the last 14 months I have contacted Shaw MANY times asking for an update and no one seems to have a clue when the issue will be fixed. No one can transfer me to the proper department for updates and no one has ever contacted me from Shaw with updates. When I inquired into cancelling - I was told that there would be significant termination fees.  This is INSANE to me. My internet and TV services are poor and keep cutting out - Shaw won’t fix them - but I cannot cancel.  Is contacting the CRTC, to log a complaint, the appropriate next step?   My neighbor is having the exact same issue and Shaw won’t do anything about it

[mdk]

@sherryruddock wrote: When I inquired into cancelling - I was told that there would be significant termination fees. 

That is correct. Since you signed-up for a two-year Value Plan, the penalty for cancelling will be $30/month, for each of the remaining months in the contract.  Each Rogers invoice will show the expiry-date of the Value Plan. So, how many months are remaining on your legal contract?

However, Telus wants you as a monthly-paying customer. Thus, they will "buy out" you -- paying that full amount -- if you switch everything to Telus. The payment is "credit" on your Telus bill, rather than cash in your hand.

P.S. Tell your neighbour about the offer from Telus.

[rstra]

@sherryruddock Try and book a service call and see if another service technician can get this moving forward for you. Most underground drops are pretty easy to replace, if they are in conduit, but direct buried drops can be a huge challenge. 

Now, if Rogers would increase the speed of their 5G home internet, and allow video, this would be an easy fix.

[sherryruddock]

Seems rediculous that you cannot break a contract for services that are not working.  Is CRTC my next option to try to get this resolved?  TELUS does not offer high speed to my address

[sherryruddock]

It is a buried drop that is the issue, not on the conduit.  I have had so many techs out here and nothing can be done by that group - it has to go to another group within Shaw which seems to be a great mystery and there is no way of connecting to that group.  

[rstra]

@sherryruddock The technician is really the only one that can get the drop replacement to the right team, the customer care people cant do anything. 

[sherryruddock]

Correct. And that ticket has been open for 13 months and no one can give me an update. I cannot call directly into that group and care can only tell me that the ticket is still open but they have no eta